Template 1

Client Service
Standard/SLA Processes
Requirements Outputs

Your Text Here Feedback

Problem
Solving

Reports to Monitoring &

Clients Measuring System

Your Text Here

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Template 2
IT Service Desk (Tier 1) Tier 2 Support Tier 3 Support Tier N Support

Log &
Classify
Incident

Initial
Support

Resolved Within Investigate

?Thershold Remediate &

Resolved Investigate
Within & Remediate
?Thershold

Close Resolved
Within
Etc
Incident
?Thershold

2
Template 3

Open a case Resolution

Diagnostic
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your needs and capture your audience's .needs and capture your audience's attention
.attention

Escalation Intervention

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your needs and capture your audience's .needs and capture your audience's attention
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Template 4
Case Logged with
Service Desk Analyst

Allocate to Appropriate
First Time Fix
Service Desk Analyst/Further
Attempted Investigation

Attempt Fix/ Update Exhaust Service Desk Monitor Case with

and Annotate Case Knowledge-Escalate Case Escalation Team

Successful Solution and

Customer Informed

Close Case

4
Technical Support ‫الدعم الفني‬

‫إستقبال الشكوى وتصنيفها‬ ‫معالجة الطلب‬

Register Incident Process Request

Carry Out Incident

‫الدعم السريع‬ Close and Evaluate
Management
Resolution Support Incident
Reporting

Analyse and Resolve

Incident in 2nd Level
Monitor and Escalate Support

Maintenance of
Your Text Your Text Support Knowledge
Here Here Base