Customer Service SMFWord文件下载.docx

Customer Service SMFWord文件下载.docx

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Contents

PositionoftheCustomerServiceSMFWithintheMOFITServiceLifecycle1

WhyUsetheCustomerServiceSMF?

2

CustomerServiceServiceManagementFunctionOverview2

CustomerServiceSMFRoleTypes3

GoalsofCustomerService3

KeyTerms4

CustomerServiceProcessFlow5

Process1:

RecordtheUser’sRequest7

Process1a:

RecordtheUser’sContactInformation7

Activities:

Process1b:

RecordDetailsoftheUser’sRequest11

Process2:

ClassifytheUser’sRequest13

Process2a:

CategorizetheUser’sRequest13

CategorizetheUser’sRequest14

Process2b:

DetermineSupportability17

DetermineSupportability18

Process2c:

PrioritizetheRequest20

Process3:

ResolvetheRequest22

Process3a:

ResolveanInformationRequest22

ResolveanInformationRequest23

Process3b:

ResolveaRequestforanExistingFeatureorService26

Process3c:

ResolveaRequestforaNewFeatureorService28

Process3c1:

FiltertheNewServiceRequest28

Process3c2:

HandlingaStandardChangeNewServiceRequest29

Process3c3:

HandlingaNon-StandardChangeNewServiceRequest33

Process3d:

ResolveanIncidentResolutionRequest35

Process3d1:

TroubleshoottheIncident38

Process3d2:

EscalatetheRequest43

Process3d3:

ApplyaFixorWorkaround45

Process4:

ConfirmResolutionandClosetheRequest47

ConfirmResolutionandCloseRequest47

Process5:

EnsureGoodService50

Process5a:

ServiceDeskQualityAssurance50

Process5b:

SLAMonitoringandMetrics52

Conclusion54

Feedback54

PositionoftheCustomerServiceSMFWithintheMOFITServiceLifecycle

TheMOFITservicelifecycleencompassesalloftheactivitiesandprocessesinvolvedinmanaginganITservice:

itsconception,development,operation,maintenance,and—ultimately—itsretirement. 

MOForganizestheseactivitiesandprocessesintoServiceManagementFunctions（SMFs）,whicharegroupedtogetherinlifecyclephases.EachSMFisanchoredwithinalifecyclephaseandcontainsauniquesetofgoalsandoutcomessupportingtheobjectivesofthatphase. 

TheSMFscanbeusedasstand-alonesetsofprocesses,butitiswhenSMFsareusedtogetherthattheyaremosteffectiveinensuringservicedeliveryatthedesiredqualityandrisklevels.

TheCustomerServiceSMFbelongstotheOperatePhaseoftheMOFITservicelifecycle.ThefollowingfigureshowstheplaceoftheCustomerServiceSMFwithintheOperatePhase,aswellasthelocationoftheOperatePhasewithintheITservicelifecycle.

Figure1.PositionoftheCustomerServiceSMFwithintheITservicelifecycle

BeforeyouusethisSMF,youmaywanttoreadthefollowingMOF4.0guidancetolearnmoreabouttheMOFITservicelifecycleandtheOperatePhase:

∙MOFOverview

∙OperatePhaseOverview

ThisSMFshouldbeusefultoanyonewhoisinvolvedinprovidingapositiveexperienceforITserviceusersbymeetingtheirITneedsandaddressingcomplaintsandissuesthatariseduringthenormalcourseofusinganITservice.

Itaddresseshowtoprovidethatexperienceby:

∙Recordinganddeterminingthenatureofacustomerrequest.

∙Resolvingrequestsforinformation,forexistingandnewfeatures,andforchanges.

∙Resolvingincidents.

∙Ensuringgoodcustomerservice.

CustomerServiceServiceManagementFunctionOverview

CustomerserviceistheentrypointforuserswhoneedtoengageITwiththeirquestionsandconcerns.AlthoughmultiplerolesandteamsarerequiredtointeractwithandsupporttheCustomerServiceSMF,themajorityoftheprocessesandactivitieswithinitareperformedbyafunctionalteamcalledtheServiceDesk.

TheServiceDeskisateamand,justlikeanyotherteam,itcanbecentralized,distributed,orvirtual.Theteamoperatesasafunctionalunitthatfocusesonensuringthatcustomerservice–relatedactivitiesarecarriedoutwithhighquality.

ThefollowingtablelistsanumberofreasonsthatusersmightengagetheServiceDeskandequatesthemtotheMOFterminologythatisusedinthisguide.

Table1.ReasonsforContactingtheServiceDeskandMOFTerminology

ReasonforContactingServiceDesk

MOFTerm

Torequestinformationonusinganexistingservicetowhichtheuseralreadysubscribes

Informationrequest

Tosubscribetoanexistingservicethatisbeingoffered

ServiceFulfillmentrequest

Torequestanewserviceorfeaturetomeetanewneed

NewServicerequest

Toreportapartialloss,degradation,ortotallossofaserviceorservicefeature

IncidentResolutionrequest

CustomerServiceSMFRoleTypes

TheprimaryteamaccountabilitythatappliestotheCustomerServiceSMFistheSupportAccountability.TheroletypeswithinthataccountabilityandtheirprimaryactivitieswithinthisSMFaredisplayedinthefollowingtable.

Table2.SupportAccountabilityandItsAttendantRoleTypes

RoleType

Responsibilities

RoleinThisSMF

CustomerServiceRepresentative

∙Handlescallsasthefirstcontactwiththeuser

∙Registersandcategorizescalls

∙Determinessupportabilityanddispatchescalls

∙Interactswithcustomers,includingrecording,categorizing,classifying,resolving,andclosingcustomerrequests

IncidentResolver

∙Diagnoses,investigates,andresolves

∙Resolvesincidentrequests,includingtroubleshooting,escalatingifnecessary,andapplyingafixorworkaround

IncidentCoordinator

∙Isresponsibleforincidentfrombeginningtoend

∙Ownsqualitycontrol

∙Overseesallincidentrequests

ProblemAnalyst

∙Investigatesanddiagnoses

∙Investigatesandresolvesanunderlyingproblem

ProblemManager

∙Identifiesproblemsfromtheincidentlist

∙Determineswhetheranunderlyingproblemexists

CustomerServiceManager

∙IsaccountableforgoalsofSupportDesk

∙Coversincidentsandproblems

∙Overseescustomerservice

GoalsofCustomerService

TheprimarygoalofcustomerserviceistoprovideapositiveexperienceforusersbymeetingtheirITneedsandaddressingcomplaintsandissuesthatariseduringthenormalcourseofusinganITservice.

ThedrivingvisionfortheServiceDeskistotranslatethecomplexitiesofITintoaone-stopshopforITusers.TheprocessflowdefinedintheCustomerServiceSMFprovidestheServiceDeskwiththeguidanceitneedstoachieveitsvisioninanefficient,cost-effectiveway.TheServiceDeskcanincreaseitsefficiencyandcosteffectivenessbyinitiatingandmaintainingaself-