MSP-03a » Service Call Intake

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The most frequent contact that many clients have with the service organization is through the Service Desk. The consistency and professionalism of this interaction sets the client's expectation for the quality of service.

MSP Module 03a, Service Call Intake, describes the processes for initiating service tickets submitted to the Service Desk via phone call, web portal, or email, as well as those submitted after hours. This module also include processes for handling requests regarding existing tickets and approvals.

This module consists of the Module Overview Diagram plus 11 pages of detailed process maps personalized for your company.

Benefits
Components
  • Higher customer satisfaction with the service desk experience
  • Improved consistency in service ticket setup
  • Less rework due to incomplete service ticket information

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Verify contact information and agreement coverage
  • Accurately log, categorize, and prioritize the service request
  • Determine how the request will be handled
  • Set the client’s expectations for next steps
  • Capture all of the information necessary to begin work

At the onset of this process:

  • Service desk activation is complete
  • Client initiates a service call via phone, client portal, or email

Upon completion of this process:

  • Ticket has been initiated and basic setup is complete
  • Priority and SLA have been defined for the ticket
  • Response expectations have been set with the client
  • Next step routing (the appropriate support team) for the ticket has been determined

This process module includes these sub-processes:

  • 03a.01 Business Hours Calls to Service Desk
  • 03a.02 Service Tickets Submitted via Client Portal or Email
  • 03a.03 Service Tickets Submitted via Chat
  • 03a.04 After Hours Calls
  • 03a.05 Handling Requests Regarding Existing Tickets
  • 03a.06 Handling Requests Not Covered By An Agreement
  • 03a.07 Handling Requests Requiring Approval
  • 03a.08 Service Calls to Non-Service Desk Staff

These metrics and KPIs provide an indication of process performance:

  • ACD Call Abandon Rate
  • ACD Call Hold Time / Wait Time
  • Client Satisfaction - Service Tickets
  • Inbound Calls Handled Per Service Rep
  • Service Ticket Real-time Support Rate
  • Service Ticket Response SLA Compliance
  • Service Ticket Response Time
  • Service Ticket Setup Compliance
  • Service Ticket Electronic Support Rate

Process Overview Diagram