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Ariba Connect Support

Ariba Connect Process Guide

[Version 1.0]

©2017 Ariba, Inc. All rights reserved. The contents of this document are confidential and property information of Ariba, Inc.

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Table of Contents

About this document

Summary of changes

Chapter I. Service Request Process⋅ Document / Process Name⋅ Objectives⋅ Definitions⋅ Inputs and Outputs⋅ Metrics⋅ Service Level Targets⋅ Assistance Service Request Targets

Chapter II. Roles and Responsibilities⋅ Technical Support Engineer⋅ Daily Responsibilities

Chapter III. To Begin With⋅ Authorization⋅ Training⋅ Quick links

Chapter IV. Connect Process Flow

Chapter V. Processing Service RequestsStep 1 - Getting to the Connect Support QueueStep 2 – Self Assigning SRStep 3 – Initial Evaluation and Verification of the Type of request

⋅ Evaluate the SR – Most Common Service Requests:- Creating New User- New user registration – Basic Access- New User registration – DSC Access- Modifying Existing Users to give DSC Access

Verification of Total DSC's Adding Correct Marketing Attribute for DSC's

You must first add the correct marketing attribute for a user to gain DSC access

Adding Product Entitlements


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- Deactivate accounts (Basic/DSC)- Reassigning Contacts- Manually adding Ariendcu- Modifying Contact information (email address)- Password Reset- Never Received Activation Link- Users going in a “Loop”- Requesting Access to BCP Report of SAP Logon- SAP Logon- SAP IT Direct Tickets- Support Services Tickets- IDS Tickets- Shared Services- Out of Scope/Transfer (Refer QM)- Spam

Step 4 - Verify with customer that solution meets their needs. Was customer satisfied? Have standards of service been met? Is work complete? Step 5 - If work is incomplete, or customer’s needs were not met.Step 6 - Update case to show that work is complete and change status to “resolved” and close the SR.

Chapter VI. Request Priorities / Queue Management Priorities Work Queue Management

Chapter VII. Reports and Meetings

Reports & Notices Standard Fulfillment Report Outstanding Request’s Report Aging Service Request’s Report Deficiency Report Operations review team Meetings Process Improvement Meetings


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About this document

This document provides an overview of the Service Request (SR) Process for Ariba Connect. The Process provides a consistent method for Technical Support Engineers to follow when customers, partners and suppliers submit requests to access to Ariba Connect.

Summary of changes

This section records the history of significant changes to this document. Only the most significant changes are described here.

Version Date Author Description of change

1.0 Initial version

Where significant changes are made to this document, the version number will be incremented by 1.0.

Where changes are made for clarity and reading ease only and no change is made to the meaning or intention of this document, the version number will be increased by 0.1.


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Chapter I. Service Request Process

The Service Request Processes manage submission and handling of all requests for service. The processes are customized to meet the customer’s needs based on the type and complexity of the request. The following documents provide a complete picture of Service Request processing within Ariba Connect:

Document / Process Name

Service Request Process Overview

Email Templates

Verify Access Phone Call

Ariba Acronyms

Country Codes

CEE Spread Sheet

Country Abbreviations

Queue Management

⋅ Objectives

Provide a consistent process to resolve requests for services that ensures:

⋅ Service requests are properly routed⋅ Service request status is accurately reported ⋅ Queue of unfulfilled requests is visible and reported⋅ Service requests are properly prioritized⋅ Solution provided meets the requirements specified by the customer

⋅ Definitions⋅ Ariba Connect- Ariba Customer Support’s web portal for customers and partners.

⋅ BCP- Ticketing system used by Ariba Customer Support to log customers’ issues.

⋅ ICP- SAP System that houses Ariba Customer Support’s master data.

⋅ IBase- The part of the ICP system that houses the Ariba entitlement and DSC information.

⋅ SAP Logon- The backdoor connection to SAP systems.

⋅ Support Services- The team that is responsible for maintaining Ariba Customer accounts

and entitlements.

⋅ Customer- An organization that has purchased an Ariba product.

⋅ Partner- An organization that has teamed up with Ariba to either help develop or sell

Ariba products.


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⋅ Supplier - an entity that supplies/sells goods and services to Ariba Buyers.

⋅ DSC Access- Basic access plus the ability to submit and update Service Requests on Ariba

Connect.

⋅ Basic Access- Allows users to read product documentation, search knowledge base, submit

and review ERs, etc. on Ariba Connect.

⋅ ARICONTP- The relationship attribute that is added to a contact in ICP to make this the

primary account for Ariba Connect.

⋅ ARIENDCU- The relationship attribute that is added to a contact/account relationship in

ICP that allows the user to submit SRs on behalf of another company. This should only be

used if the contact has a primary account associated to an Ariba Partner account.

⋅ ZARCON- This identification value on the contact record in ICP allows you to see what

the user’s Ariba Connect account was in Siebel (previous system used before ICP and

BCP). This will always be the user’s email address for any new users.

⋅ Knowledge and Knowledge Pro – Ariba search engine accessible by all employees.

⋅ Inputs and Outputs (Incoming Requests and Out Going Responses)

Input From

Service Request (verbal or written) Customer

Specifications Customer/Partner

Output To

Standard notification to the customer when SR is closed

Customer

Solution meeting requirements of customer Customer

Verification Call Customer

⋅ Metrics

Metric Purpose


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● # of requests by type (Basic users vs DSC), status

● Time to respond to request● Time to fulfill request● Completion date vs target date● Deficiencies (unsatisfactory fulfillment

& CSAT Scores)● # & % of requests fulfilled within SLA

targets● Metrics will need to be reported in any

combination of the following:a. totalb. typec. date range d. on time completions

To determine if requests are being processed in reasonable time frame, frequency of specific types of requests, and determine where bottlenecks exist.

⋅ Service Level Targets

Two specific targets will be associated with all Assistance Service Requests:

1. Response – the time until the service request is assigned within the service provider group. It is calculated by subtracting the date/time the case was assigned to the provider group from the date/time the case is assigned to an individual within the group.

2. Resolve – the time required to fulfill the request. This is not the same as the time to close as the case may remain open a few days after fulfillment to ensure the customer’s needs are met. It is calculated by subtracting the case creation date/time from the date/time =the solution is recorded in the case.

⋅ Assistance Service Request Targets

By their nature, standard service requests are routine. The targets may vary by specific request type within a service. Also, these targets may need to be adjusted over time as technologies change and processes become more refined. Defined targets are as follows:

Response 2 – 3 days

Resolve 3 business days


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Chapter II. Roles and Responsibilities

Technical Support Engineer

The primary function of the Technical Support Associate (Technical Expertise) is to effectively provide dependable and timely resolution to all product related technical issues experienced by Ariba customers. The Technical Support Engineer may also interface with external and internal technical implementation teams which include System Administrators, Database Administrators, Application Developers, System Integrators, Third Party Consultants, and Project Managers. The Technical Support Engineer will also work with the Ariba Engineering, Solutions Management, and Hosting Operations teams to resolve complex software issues while identifying product defects, enhancements, and limitations.

Daily Responsibilities:⋅ Provide direct technical assistance with customers via phone and email.⋅ Provide internal and external user support for application issues of a technical nature.⋅ Collaborate with fellow support colleagues and other internal organizations to provide

superior customer service.⋅ Create internal/external content for Ariba’s knowledge base.⋅ Maintain consistent, regular communication with customers regarding the status of their

requests.⋅ Act as a customer advocate by working directly with customers on high priority issues to

deliver timely resolution and capture customer feedback to influence process/product improvements.

⋅ Anticipate customer needs and effectively address concerns related to their issue or resolution.

⋅ Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.

⋅ Ensure that individual performance meets or exceeds department standards.⋅ Develop strong working relationships with cross-functional teams within Ariba.⋅ Work with customers to identify and resolve reported system defects⋅ All other duties as assigned.


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Chapter III. Initiation

a. Request Authorizations for ICP and BCP.⋅ Navigate to the ARM tool and click “Create Authorization Request”

https://uap.wdf.sap.corp/sap/bc/nwbc/?sap-client=001&sap-language=EN&sap-nwbc-node=root&sap-theme=SAP_CORBU

⋅ Click Add Role at the bottom left⋅ Search for “00:SUARWT:GP” in the Role / Profile field and click the double arrow icon⋅ Repeat step 3 and search for “OSUP_ARIBA_AS_USER_REG” in the Role / Profile field.

After clicking the double arrow icon.⋅ Repeat step 3 and search for “00:SUARIO:MT” in the Role / Profile field. After clicking the

double arrow icon. Click Ok.⋅ Click “Add Comments” on the first line item and type “Required for Connect support” and

click ok.⋅ Click Copy Request Comments followed by Submit.⋅ Authorizations will be approved/rejected within 2-3 days.⋅ Check email for approval

b. Complete BCP Intro & Navigation and BCP Incidents trainingc. Shadow Connect team for minimum of 2 weeksd. Complete Intro to Connect Onboarding traininge. Complete Knowledge/Knowledge Pro trainingf. Quick links

⋅ BCP https://support.wdf.sap.corp/sap(bD1lbiZjPTAwMSZkPW1pbiZpPTE=)/crm_logon/default.htm?saprole=ZS_SUPPORT

⋅ ICPhttps://icp.wdf.sap.corp/sap(bD1lbiZjPTAwMSZkPW1pbg==)/crm_logon/default.htm

⋅ Knowledgehttps://knowledge.ariba.com/CS_Home_Page/Ariba Connect

⋅ Ariba Connect https://connect.ariba.com/AC

⋅ Test Logins – https://knowledge.ariba.com/KAA_Content_Details_Page/1,5189,161_153342,00.html

Chapter IV. Connect Process Flow


https://knowledge.ariba.com/KAA_Content_Details_Page/1,5189,161_153342,00.html

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Was customer satisfied? Have standards of service

been met? Is work complete?

If work is incomplete, or customer’s needs were not

met, identify specifics within the case, change

case status, and then notify person assigned to the

case.

Close the case

Verify with customer that solution meets their needs

Output

Perform initial evaluation of request. This may include additional conversations

with the person making the request.

Verify the type of request and proceed to fulfill

request.

Update case to show that work is complete and

change status to “resolved”.

If this is an SR then self-assign and fulfill the

request.

Determine if this is actually an incident or spam.

Evaluation

The request will be logged as a Service Request or

Web form.

Customer submits SR/Registration Requests

Input

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Chapter V. Processing Service Requests

Access BCP, ICP, Knowledge, Connect, Connect Template, Country Abbreviation and Code in different tabs on Internet Explorer or Firefox browser.

Step 1 - Getting to the Connect Support Queue

⋅ Navigation of BCPBCP URL: https://support.wdf.sap.corp/sap/crm_logon/default.htm?sap-client=001&sap-syscmd=nocookie&sap-language=E&saprole=ZS_SUPPORT

⋅ Click the CONNECT_SUPPORT link under inbox on the BCP home page ⋅ This will pull up a list of all the available SR’s for Connect

Step 2 – Self Assigning SR

⋅ Based on the creation date click on the oldest available Message ID (Service Request)

Editing SR Details

General Data⋅ Click Edit and then click on the double box next to Contact Person⋅ Enter Last Name = Account and First Name = Test⋅ Click search⋅ Select Mr. TEST ACCOUNT from Results list⋅ On selection Contact person is automatically populated⋅ Type in your C Number in Employee Responsible field and press enter⋅ Employee responsible field, Service Team and Processing Org will get populated.

Processing Data⋅ Select the following from the drop down.

Status – In processReason – ResearchSeverity – S3Priority – P2

Header Details⋅ Current Status – type “In process” and save.

Step 3 – Initial Evaluation and Verification of the Type of request

⋅ Evaluate the SR – Most Common Service Requests:

- Creating New User

Login to connect.ariba.com or https://connect.ariba.com/AC_User_Registration


https://connect.ariba.com/AC_User_Registration

https://support.wdf.sap.corp/sap/crm_logon/default.htm?sap-client=001&sap-syscmd=nocookie&sap-language=E&saprole=ZS_SUPPORT

https://support.wdf.sap.corp/sap/crm_logon/default.htm?sap-client=001&sap-syscmd=nocookie&sap-language=E&saprole=ZS_SUPPORT

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Click on New user tab and fill out the new user registration form (In most cases the customer/partner fills out this form) it will create a service request in the Connect Support queue.

- New user registration – Basic Access (Customer and Partner accounts)

Self Assign the SR Click on USER REGISTRATION This box has two common errors that may appear at the top. The first red box shows that the user already exists as an Ariba contact. In

this case cancel the box and change the STATUS TO IN PROCESS/ CANCELLED and RESOLUTION/REASON TO DUPLICATE and SAVE. Click on MORE and select EMAIL. Relate the incident to the original Registration Request. Copy the Duplicate Registration/Password Reset email template from the Templates document and PASTE in the body of the email. Copy the email address provided in subject and into TO ADDRESS and SEND.

The second yellow box shows that the user already exists in ICP, but is not linked to an Ariba account. In this case proceed with the registration process.

In case of no errors, verify the Email Address (the email domain must match with the Company domain), Company Name and Relationship with Ariba.

GO to ICP select ACCOUNTS. Next, in the "Name" field, change "is" to "Contains" and type in the company

name. In Marketing Attribute select ACCOUNTS, ACTIVE and YES and click "search"

If there is an account found, copy the ACCOUNT No. In BCP user registration box, click the box next to "Account" and copy the

account number and search. The Customer/Partner account details will pop up. Select the Account and CONFIRM.

Change the SR Status, Reason, Severity/Impact, and Urgency fields accordingly

Type "Account Registered" in the "Current Status" and "Resolution" fields Update the "Contact Person" field and "Requesting Account" field by

searching for this newly created contact. This can be updated after an hour Finally, click "More" at the top and then click "Send E-Mail" Click "Insert Text" and change it to "GENERIC" Use the New User Registration Basic email from the template provided for

activated accounts.

- New User registration – DSC Access Customer Account

Start with the same process as Basic registration.


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Go to Installed bases in ICP and Business = Ariba and copy the account ID under Partner ID and search.

Click the first option Click on Ariba Click on the Object ID Export the Entitlements Table and delete the ones with back slash Insert rows in DSC list Copy the Contact ID, Account ID, Attributes and press enter The DSC list will populate the DSC name. SAVE the changes. Go back to BCP and change the SR Status, Reason, Severity/Impact, and

Urgency fields accordingly Type "Account Registered" in the "Current Status" and "Resolution" fields Update the "Contact Person" field and "Requesting Account" field by

searching for this newly created contact Finally, click "More" at the top and then click "Send E-Mail" Click "Insert Text" and change it to "GENERIC" Use the New User Registration DSC email from the template provided for

activated accounts and send to the user.

- New User registration – DSC Access to Partner Account

Partner accounts don’t get entitlements (DSC access). The Ariba Partner agreement no longer provides for DSCs for Partner accounts. If a consulting partner needs Connect access as a DSC they should request that access for the Customer account they are working with.

Start with the same process as Basic registration. Give ARICONTP to the Partner account (The actual account the user works

for). Copy existing contact ID from ICP Add contact ID to the Customer account including Relationship Attributes

(Ariendcu) & Save. Add entitlements in IBase. Save record.

- Modifying Existing Users to give DSC Access

Verification of Total DSC'sEach account can have 3 DSC's per product that they own. To check how many products an account has please follow the below steps:

Go to ICP Click on Accounts& Products and select "Contact". Add the Account ID


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Select Marketing Attributes from the list and add ACTIVE, CONTACT ROLE, DSC and search.

The current DSC list is populated. Go to Installed bases in ICP and Business = Ariba and copy the account ID

under Partner ID and search. Click the first option Click on Ariba Click on the Object ID THE DSC list and Product Entitlement List will populate. Verify the No. DSCs and Products. This will show their total number of DSC's that they have.

Adding Correct Marketing Attribute for DSC'sYou must first add the correct marketing attribute for a user to gain DSC access

Go to the contact’s page in ICP. Open the “Relationship Attributes”, “Marketing Attributes”, and

“Identification Numbers” tabs. Check that the contact is already registered on Ariba Connect by checking

that the ARICONTP/ARIENDCU attribute and ZARCON attribute are present and that the “GL Ariba Active” is set to “Yes”

Click the "Edit List" button Click on down arrow in the row with the “GL Ariba Contact Role” attribute Select “Designated Support Contact” from the drop down menu Click the "Save" button at the top left of the page

Adding Product EntitlementsYou must add the correct entitlements in order for the DSC to be able to access them.

Find the contact that you need to give the DSC entitlements to in ICP by searching with email address.

Copy and paste the Contact ID somewhere. (You will need this for later) Copy the Account ID On the left side of the screen, select “Installed Bases” from the “Accounts &

Products” menu Select “Business” and “Ariba” in the first row Select “Partner ID” and paste the Account ID from the Contact page into the

box on the right Click "Search" Select the IBase ID from the results Select the lower ARIBA tab Then click on Object ID Click the "Export to Excel" button in the Entitlements Table


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Delete the products with a “/” in the name. (These are modules not products) After the Modules have been deleted, copy the remaining product codes in

the “Product Line / Module” column in Excel Insert the number of rows you will need into the DSC table. (You will need

the same number of rows added to the table as there are products) Paste the Product codes from the Excel sheet into the empty “Product Line /

Module” column. (ICP will let you paste in multiple values of one column at once)

Copy the values left in the “Affiliate” column Paste these values into the “Affiliate” and “Account” rows in ICP Paste the Contact ID you saved from step 1 into the Contact ID column in

ICP Click Save at the top left hand side of the screen. (When saved, ICP will

display a small notification stating that the data has been saved)

- Deactivate accounts (Basic/DSC)

To deactivate a Basic User's account, set contact marketing attribute in ICP "GL Ariba Active" to No.

To deactivate DSC User go to ICP select “Installed Bases” from the “Accounts & Products” menu

Select “Business” and “Ariba” in the first row Select “Partner ID” and paste the Account ID from the Contact page into the

box on the right Click "Search" Select the IBase ID from the results Select the lower ARIBA tab Then click on Object ID Edit the DSC list and click on the trash icon next to the contact that needs to

be deleted. Save after deleting the requested contact Go back to ICP set contact role to Renewal Contact if only DSC access is to

be removed and Save. If the contact should no longer have Ariba Connect access then the marketing

attribute for "GL Ariba Active" should be set to No.

- Reassigning Contacts

****Never delete the Relationship Attribute unless reassigning Contact****

Change Marketing Attributes on existing contact record (set active to “no”) & save record (if we don’t set it to no, it will still be active in the connect database, this way the changes replicate in the connect database).

Remove ARICONTP relationship attribute (Trashcan) & save record. Remove contact ID & entitlements from DSC table in iBase (Trashcan).


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Add contact ID to new account including Relationship Attributes (Check the main relationship flag box) & Save. (Click the BACK button to save and this will take you back to the account page where you will have to SAVE the changes).

Add Marketing Attributes (active and DSC if necessary) to new contact record. Update iBase to add DSC Entitlements if necessary. Save record.

Find out if there are old SRs under the previous contact If so, submit IT direct ticket to have SRs transferred to new acct for user to

view. If nothing returns, no further actions needed. Submit an IT direct ticket when switching AIRCONTP with the

ARIENDCU. *You can completely delete (trashcan) the contact record from previous

Account, under contacts, ONLY IF they have no additional relationship attributes such CSHME, PRM_CP, PRMUSER etc.*

- Manually adding Ariendcu

Copy existing contact ID from ICP Add contact ID to new account including Relationship Attributes (Ariendcu)

& Save. If necessary, update DSC access & add entitlements in iBase. Save record.

- Modifying Contact information (email address)

Update Email Address in ICP Search the email address/contact id Select the Contact Select Edit next to the Contact Details Enter New Email address in Email Field Edit ZARCON if it’s the previous email address. Select Save Send New Activation Link from Ariba Connect Go to connect.ariba.com Select Forgotten Password Enter Email Address Select Submit Instruct User to Set Up a New Password per the Activation Email

- Password Reset

If a customer or partner forgets their password, have them go through these steps.

Go to connect.ariba.com Click the “Forgotten Password” link


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The following page will open up. Click on the accounts.sap.com which says “Already have an SAP ID Service Account?”

Click the “Forgot Password?” link near the bottom Enter your email address and a password reset email will be sent

- Never Received Activation Link

Follow these steps if a customer never received an activation link after their account was activated

Go to connect.ariba.com and click “Forgotten Password” Type email address in the “If you do not already have an SAP ID Service

profile, enter your email address below and click submit” section This will resend the activation link to the entered email address

- Users going in a “Loop”

This occurs when a user needs to reset their password but they keep putting their email in the activation link field instead of clicking the accounts.sap.com link.

Walk the user through the proper password reset steps. If user clicks accounts.sap.com link and follows proper steps to reset

password but is still redirected to an SAP authentication page, they are already logged in. This page requires the user to enter a current password to change it. Have user click "Logout" in the top right hand corner.

- Requesting Access to BCP Report of SAP Logon

Please request profile CRM_:BC_SHOW via ARM by following the steps below:

Execute https://uap.wdf.sap.corp/sap/bc/nwbc/ Create Authorization Request Press 'Add' under 'User Access' and select 'role' Insert in the row 'System': BCP Insert in the row 'Role/Profile Name' the following role CRM_:BC_SHOW

CRM_:BC_SHOW Choose roles CRM_:BC_SHOW and press 'search' Mark the role and press 'Add' (the small arrow below) Press 'OK' Insert a reason under column 'Request Comments' by clicking on 'Add

Comments' Press 'Submit'

- SAP Logon


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SAP Logon is the backdoor connection to SAP system. Here you can see if a user received an email or not.

Click the “SAP Logon” Icon on your desktop Click the "New" button In the "Search For:" bar enter “BCP” and then click on the BCP line and

click Next. Then Click the PUBLIC line and click Next twice Check the “Activate Secure Network Communication” and click Next and

click Finish on the next page Then do this same process for “BCS”. This is the backup system so you will

not need to use this unless directed to Once back at the Main page click on the BCP line Enter SE38 in the upper left hand corner: When it opens, enter the name of the report and click the execute button

circled Then click the find button and enter the email you are looking for. If the left

column is green it means the activation link was sent if it is red it means it did not send.

- SAP IT Direct Tickets

Go to https://itdirect.wdf.sap.corp/sap(bD1lbiZjPTAwMSZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm

Once there click "Create Ticket" on the left hand side then click the "Incident" button.

You will then need to find the correct Category ID by clicking the pop up box

In the category ID Field Enter IMFIT_IMARI_CONNECT and click search (Select ICP or BCP according incident category)

Then Click on the Category ID and click OK. Fill out the ticket with a detailed description of your issue along with any

available screenshots. Change the urgency accordingly (usually will be low) and then hit "Check

and Send" to log the ticket

- Support Services Tickets

Support Services is the team that is responsible for maintaining Ariba Customer accounts and entitlements.

Go to https://knowledge.ariba.com and login into Knowledge@Ariba Once at the homepage Click the "Support Services" tab at the top and the

click the "Web Form" tab in the middle of the page.


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Enter the appropriate Problem Type (usually Entitlements for our Purposes) and then enter the details of the issue with appropriate information and click “Submit”. Enter the appropriate problem area, which will be “other".

- IDS Tickets

Used after all ICP account troubleshooting exhausted and problem verified to exist outside of Ariba Connect service and only with https://accounts.sap.com or IDS web service integration.

Access the SAP ID Service wiki: https://wiki.wdf.sap.corp/wiki/display/idservice/Home+of+the+SAP+ID+Service+and+SAP+Cloud+Identity+space

Click "Support" Click the "Create ITdirect Ticket" button. Provide the ICP contact ID for the user and email address. Specify whether

the user can log into https://accounts.sap.com or reset their password and any errors seen.

If inadequate support is provided, email the ticket ID and escalation details here: [email protected]

Problems with [email protected], contact: Vladimir Gershanov

- Shared Services

Click on the below link and fill in the requested information and Send

https://sfp.wdf.sap.corp/sap(bD1lbiZjPTAwMSZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm?saprole=ZFI-OMS-ESS&crm-object-type=CRM_SRQM_INCIDENT&crm-object-action=D&crm-object-value=ZOMS&crm-object-keyname=process_type&crm-object-ca=ZCA1_OMS_ARIBA

- Out of Scope/Transfer (Refer QM)

- Spam

▪ If the SR is a spam then click on Edit and enter the following:

▪ Change the Status to Cancelled

▪ Reason to Obsolete

▪ Current Status – Cancelled

▪ Resolution – Spam

▪ Priority – P3

▪ Severity – S4

Step 4 - Verify with customer that solution meets their needs. Was customer satisfied? Have standards of service been met? Is work complete?





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Contact the Customer via the phone number. Use the Verify call template to communicate professionally with the customer If Customer is not available leave a voicemail and send a follow up email. Once the Customer is satisfied with the resolution. Get confirmation from the Customer

and close the request.

Step 5 - If work is incomplete, or customer’s needs were not met.

Identify specifics within the case, change case status, and then notify person assigned to the case.

Step 6 - Update case to show that work is complete and change status to “resolved” and close the SR.


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Chapter VI. Request Priorities / Queue Management

Priorities

The default scheme for service requests will be FIFO (First In – First Out) within each case & service type unless there is a specific exception stated in process / procedures or if indicated by the Team Manager or within the SLA.

Consideration should also be given to approaching target dates. If a specific request has a shorter than normal SLA target for completion, it may be necessary to give it a higher priority than another request with a later target date. Judgment needs to be exercised to complete as many requests by their target date as possible.

Work Queue Management

Weekly report of open requests and new lists will be made available to manager and review team.


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Chapter VII. Reports and Meetings

Reports & Notices

Standard Fulfillment Report Available in various levels of detail:

⋅ Time Period for Report⋅ Request Category / Detail⋅ # Assistance Service Requests

o # Completed on timeo # Not completed on time

Outstanding Request’s Report

⋅ All Request’s that are not in a resolved or closed status⋅ Available in detail or summary

o SR no.: Name, Company, Email Contact infoo Request Category / Detailo Request Descriptiono Create Dateo Statuso Notes

Aging Service Request’s Report

⋅ All Service Request’s that are not in a resolved or closed status and the target date <= report run date

⋅ Available in detail or summary o SR no.: Name, Company, Email Contact infoo Request Category / Detailo Request Descriptiono Create Dateo Statuso Notes

Deficiency Report

⋅ Provides information about the occasions when solution provided was incomplete or incorrect.

⋅ Available in detail or summary o SR no.: Name, Company, Email Contact infoo Request Category / Detailo Request Descriptiono Create Dateo Statuso Notes


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Operations review team Meetings Operations review team Meetings will be held regularly to review all Service Requests that have not been completed.

The primary focus will be on:

⋅ Brief overview of work accomplished since last meeting⋅ Current schedule, assignments, and workload⋅ Review & adjustment of priorities of outstanding requests⋅ Review of expedited service requests since the last meeting

Process Improvement Meetings Each month a report of deficiencies will be produced. Deficiencies occur when the customer’s request was not satisfactorily fulfilled and the Service Desk changes the status from “Resolved” to “Working” and reassigns the case for additional work.

From the report, the QA Manager will identify areas where the fulfillment process needs to be improved. The QA Manager will set meetings with the appropriate provider group managers to identify steps to take to improve the fulfillment process and reduce the number of deficiencies.


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