UC001 - IM Use Case 1
UC001 - IM Use Case 1
UC001 - IM Use Case 1
Use case #1
One stop closure by Tier 2.5 Service Desk Group
AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
2 Information Security Level 1 – Confidential © 2011 – Proprietary and Confidential Information of Amdocs
AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
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
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
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
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
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
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
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
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
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
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
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
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