WHAT IS SUPPORT PROCESS ?

Support process rules the management of service requests and incidents raised by
end-users.
It sets coordination between support groups, and it ensures that tickets are
managed and resolved in the best and fastest way.

WHO IS IN CHARGE OF SUPPORT PROCESS ?

SQM TEAM
SQM team defines, builds, monitors and manages support processes to ensure :
• the good quality of support services delivered to CMA CGM end users
• that support processes best practices are respected.

CONTACTS

Write to us at ho.it_support_quality_mgt@cma-cgm.com or directly fill the

Support Process request form by clicking here to provide us with the pre-
requistes to start working on the support process.

WHAT DOES IT LOOK LIKE ?

MODELIZATION

A UML representation of the tickets’ path, from their creation by

end-users to their resolution by support groups

DOCUMENTATION
• Application description
• Actors involved in the resolution process
• Any information that provides support groups a better understanding
of the support process

HOW LONG DOES IT TAKE ?

It depends on many factors :

• Your / Our / Infosys developers availability
• Complexity of your application’s support process

Please get in touch with us as soon as possible. We will do our best to

meet your deadline
 STEP-BY-STEP SUPPORT PROCESS CREATION
GET IN TOUCH WITH THE SQM TEAM !
You will soon release a new/updated application and are going through the EOS IN ?
Contact us so we can create and implement your support process.
In order to prepare our first meeting, please provide us preliminary information by clicking here.

INFORMATION REVIEW
ANALYSIS AND
We meet, discuss your expectations
and gather your application’s CONSTRUCTION
needs in terms of support
We analyze the information provided.
We modelize the appropriate support
process and design specific forms
mock-ups if your application requires
SUPPORT PROCESS some.

VALIDATION
Managers of each group / team involved
in the application support process send
their validation by email
FORM CREATION
Infosys developers create specific end-
user forms on EUP and link them to the
designated support groups in Service
Now

FORM VALIDATION
You proceed to tests of the new forms by
creating tickets in a UAT environment and
either validate or request some additional
modifications
GROUP CREATION
New support groups are implemented in
Service Now.
Group members that do not have an
ITIL license will be registered (they will
also be invited to a Service Now training
session)

IMPLEMENTATION
Forms are implemented in the PROD
environment.
End-users can now raise requests !

KNOWLEDGE BASE
We publish your application support
process in EUP’s knowledge base (for
support groups’ eyes only)
SATISFACTION SURVEY
Your opinion matters to us !
Help us improving our working process by
answering a quick survey

KEEP IN TOUCH WITH THE SQM TEAM !

You need help with your new support process ? You want to make some modifications ?
Don’t hesitate contacting us afterwards !

Optional step – Each support process is unique and adapted to the application requirements