A.) Purpose
1.) Prevent overlap of schedule for video con requests.
2.) Ensuring communication between Video Con Link is stable and available.
3.) All videocon is documented for future analysis.
B.) Scope of flow
Work starts from end-users ticketing request of video con up to installation and disassembly of video con equipment.
C.) Definition of Terms:
1. End-User define as clients or customers of AbHI – ICT
2. Video Con Video Conferencing is a live, visual connection between two or more
people residing in separate locations for the purpose of communication.
3. Hot Line is a point-to-point communications link in which a call is automatically directed to the preselected destination without any additional action by the user.
4. Ticketing It brings in customer concerns from multiple channels like phone, email, and other forms of media into a single, easily accessible location where you get all the context you need
5. U and A Understood and Accepted
D.) Overall Responsible
User Support and Data Connectivity Support
E.) Process Flow
# | PROCESS | ACCOUNTABLE | DETAILS |
1 | Request | End Users | - Request through ict.support@abrahamholdings.ph
- Only one (1) issue or request should be placed in a single ticket. Should multiple needs be required; multiple tickets should be entered into the system.
- End - users should not attempt to activate or power on Videocon without notifying ICT.
|
2 | Ticketing system | User Support | - Analyze concern and assigned to IT personnel (Admin or User Support)
- End-user will receive an email confirming ICT had received the request and in process
|
3 | Installation | User Support/ Data connectivity | - ICT personnel will install and configure video con device.
- Coordinate with other SBU IT concerning connection and test prior to Videocon.
- User Support will coordinate with Data Connectivity support to provide adequate bandwidth and monitoring during Videocon.
- User support will be on standby prior and during Videocon for additional assistance
|
4 | During Videocon | User Support/ End-User | - End-user will provide immediate feedback in case any problem occurs during the videocon for immediate action.
- User Support will provide immediate assistance in case of failure or problem.
|
5 | After Video Con | User Support | - User Support will power down and ensures that the unit accessories are safely kept.
- Coordinate with other SBU IT informing that the Videocon is over.
- Notify Data Connectivity support that the videocon has ended to stop bandwidth monitoring
|
5 | U and A | User Support | - User support will notify the end-user that the videocon is over and for safe keep.
- User support will close the ticket
|
F.) Standard Evaluation:
Exceed standards – Done ahead of time w/o valid complaint Meet Standard – Done on time w/o valid complaint Below Standard – Done late or 1 or more valid complaint | 10 5 2.5 |
Note:
The Duration per Job Order may vary depending on the type of work assigned per ICT Personnel or specialist.