totvs ecm byyou - kit bpm start - helpdesk
TRANSCRIPT
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TOTVS ECM ByYouBPM Start
HelpDesk
Construído sob a plataforma de BPM do TOTVS ECM ByYou, o Processo.
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BPM Start – HelpDesk
O Fluxograma do Processo:
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BPM Start – HelpDesk
• Abertura de chamados• Controlar SLA;• Armazenar histórico de decisões no
atendimento do chamado;• Priorização de chamados;
Os Objetivos do Processo:
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BPM Start – HelpDesk
O processo de HelpDesk possui um conceito bastante simples e se adequa as necessidades da maioria das organizações.
O processo basicamente consistem em:
- Abertura do chamado;- Repriorização do chamado;
- Análise do SAC;- Análise do Especialista;- Verificação de eficácia;- Fechamento do chamado;
Desta forma os chamados realizados em sua empresa serão executados de maneira clara e eficaz. Veja nos próximos slides detalhes funcionais.
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BPM Start – HelpDesk
Formulário de
cadastro de
categorias de
chamados.
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BPM Start – HelpDesk
Formulário de
cadastro de
classificação de
chamados.
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BPM Start – HelpDesk
Formulário de
abertura do
chamado.
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BPM Start – HelpDesk
Formulário de
análise do SAC.
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BPM Start – HelpDesk
Formulário de
repriorização do
chamado.
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BPM Start – HelpDesk
Formulário de
análise do
especialista.
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BPM Start – HelpDesk
Formulário de
verificação de
eficácia.
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BPM Start – HelpDesk
Formulário de
fechamento do
chamado.
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BPM Start – HelpDesk
Durante a abertura de chamados o mais importante é que as
áreas envolvidas tenham participação de forma organizada e
transparente durante o processo. O Processo HelpDesk evita
conflitos entre as áreas da empresa e perda de informação,
criando desta maneira um procedimento padrão a ser seguido.
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BPM Start – HelpDesk
Caribe Tecnologia
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