UTS Trainings

Use case #1
One stop closure by Tier 2.5 Service Desk Group
AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Introduction

> The Enterprise Service Desk (ESP) of Metro is getting an

error while trying to change the Price Plan
> T2 Service Desk looks into the incident and based on its
complexity moves it to T2.5
> T2.5 Service Desk investigates the incident and informs the
customer that it’s a non issue and it’s as per the functionality
> In the following use case we will learn how to perform this
process in the UTS system

2 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
1
and recording

Classification
Classification
and initial 2
and initial
support
support

3
Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed
Closed

3 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording
1

2
Classification
Classification
and initial
and initial
support 1
support

3
Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed
Closed

4 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
1
and recording

Classification
Classification
and initial 2
and initial
support
support

3
Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed
Closed

5 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

2
Classification
Classification
and initial
1
and initial
support
support

Investigation 5
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery
6

Closed
Closed

6 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

Classification
Classification
and initial 1
and initial
support
support
2

Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed
Closed

7 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

Classification
Classification
and initial 1
and initial
support
support 2
2

Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and 1
Resolution
recovery and
recovery

Closed
Closed

8 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

Classification
Classification
and initial
and initial
support 1
support

Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed
Closed

9 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

Classification
Classification
and initial
and initial
support
support

Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed
Closed

10 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

Classification
Classification
and initial
and initial
support
support

1
Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed
Closed

11 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

Classification 3 1
Classification
and initial
and initial
support
support

2
Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed
Closed

12 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

Classification
Classification
and initial
and initial
support
support

Investigation
andInvestigation
diagnosis
and diagnosis

Resolution and
Resolution
recovery and
recovery

Closed 1
Closed

13 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

One stop closure by Tier 2.5 Service Desk Group

Identification
andIdentification
recording
and recording

Classification
Classification
and initial
and initial
support
support
2

Investigation
andInvestigation
diagnosis
and diagnosis 3

Resolution and
Resolution
recovery and
recovery

Closed
Closed

14 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
 Hands on time
Hands on time

15 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs