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Process Analysis Project
Technology Support Services
Business Process Analysis Project
Project I Documents
Project Kickoff Presentation
Session Schedule
Project Plan
Existing Process (Phase I) (March 22nd - May 17th, 2007)
Triage Phone Call Description (3)
Triage Phone Call Diagram (3)
Triage Walk-in Description (3)
Triage Walk-in Diagram (3)
Triage Helpdesk Email Description (3)
Triage Helpdesk Email Diagram (3)
Triage Helpdesk Ticket Description (3)
Triage Helpdesk Ticket Diagram (3)
Create Helpdesk Ticket Description (4)
Create Helpdesk Ticket Diagram (4)
Update Helpdesk Ticket Description (2)
Update Helpdesk Ticket Diagram (2)
Manage Helpdesk Voicemail System Description (2)
Manage Helpdesk Voicemail System Diagram (2)
Report Outages to MCCCD Community Description (3)
Report Outages to MCCCD Community Diagram (3)
Improved Process (Phase 2) (May 22nd - July 12th, 2007)
Complete Walk-in Request Description - Improved
Complete Walk-in Request Diagram - Improved
Complete Phone Call Request Description - Improved
Complete Phone Call Request Diagram - Improved
Walk-in and Phone Call Cross-Functional group recommendations
Complete Helpdesk Email Requests Description - Improved
Complete Helpdesk Email Requests Diagram - Improved
Complete Helpdesk Ticket Requests Description - Improved
Complete Helpdesk Ticket Requests Diagram - Improved
Helpdesk Ticket Requests Cross-Functional group recommendations
Complete Helpdesk Voicemail Message Requests Description - Improved
Complete Helpdesk Voicemail Message Requests Diagram - Improved
Create Helpdesk Ticket Description - Improved
Create Helpdesk Ticket Diagram - Improved
Update Helpdesk Ticket Description - Improved
Update Helpdesk Ticket Diagram - Improved
Report DO and District-Wide Outages Description - Improved
Report DO and District-Wide Outages Diagram - Improved
Report DO and District-Wide Outage Problems and Solutions
Project II Documents (TBD)
TSS Future Processes & Policies
Example Documents
Sell Movie Ticket Description
Sell Movie Ticket Diagram
Helpful Links
MCCCD Organizational Process Analysis Team Website