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IT Trouble Ticket Routing

HOSPITAL HEALTH BIG DATA INITIAL CUSTOMER ENGAGEMENT INTERNAL ROUTING DEPARTMENT ANSWERED QUESTION YES SSHIS USER HAS THREE OPTIONS... 1. Helpdesk SD) 2. Center of Excellence ANSWERED QUESTION YES 3. Informatics Consultant USER CAN ASK... NO HELP DESK • New Capability • Enhancement • Report request • How-to • Training • Break/Fix ANSWERED QUESTION YES USER CAN SUBMIT... CENTER OF EXCELLENCE Self-Service ticket via online web form CUSTOMER ANSWERED QUEST ON NO QUESTION YES ANSWERED? INFORMATICS CONSULTANT COMMUNICATE IF THE QUESTION IS NOT ANSWERED.. QUEUE Informatic Consultant or user can submit a request to engage Business Intelligence DEPARTMENT IS DETERMINED... Team Business Intelligence will route the ticket to the customer owner to handle the NO NEW WEB FORM... ESTIMATE request. These owners would be locally deployed resources. Web form will be the standard front door WEB COMPLETE REQUEST TICKET FORM for requests outside HD engagement. ANSWERED CREATED This user format allows users to request REQUEST IS SCHEDULED... project work and/or education INTERNAL ROUTING After estimation and level of effort are determined, request will be entered and TICKET WILL BE ROUTED... reviewed with business to determine To the appropriate enquiry team: • Clinical • Finance • HR • IS priority. From there, teams will slot the NO REVIEW work in their schedule. USER IS NOTIFIED... Communication to the user on what DEPARTMENT UNKNOWN MULTIDISCIPLINARY resources will be engaged. TEAM NEEDED? YES GOVERNANCE BOARD SWERED? QUESTION QUESTION HOSPITAL HEALTH BIG DATA INITIAL CUSTOMER ENGAGEMENT INTERNAL ROUTING DEPARTMENT ANSWERED QUESTION YES SSHIS USER HAS THREE OPTIONS... 1. Helpdesk SD) 2. Center of Excellence ANSWERED QUESTION YES 3. Informatics Consultant USER CAN ASK... NO HELP DESK • New Capability • Enhancement • Report request • How-to • Training • Break/Fix ANSWERED QUESTION YES USER CAN SUBMIT... CENTER OF EXCELLENCE Self-Service ticket via online web form CUSTOMER ANSWERED QUEST ON NO QUESTION YES ANSWERED? INFORMATICS CONSULTANT COMMUNICATE IF THE QUESTION IS NOT ANSWERED.. QUEUE Informatic Consultant or user can submit a request to engage Business Intelligence DEPARTMENT IS DETERMINED... Team Business Intelligence will route the ticket to the customer owner to handle the NO NEW WEB FORM... ESTIMATE request. These owners would be locally deployed resources. Web form will be the standard front door WEB COMPLETE REQUEST TICKET FORM for requests outside HD engagement. ANSWERED CREATED This user format allows users to request REQUEST IS SCHEDULED... project work and/or education INTERNAL ROUTING After estimation and level of effort are determined, request will be entered and TICKET WILL BE ROUTED... reviewed with business to determine To the appropriate enquiry team: • Clinical • Finance • HR • IS priority. From there, teams will slot the NO REVIEW work in their schedule. USER IS NOTIFIED... Communication to the user on what DEPARTMENT UNKNOWN MULTIDISCIPLINARY resources will be engaged. TEAM NEEDED? YES GOVERNANCE BOARD SWERED? QUESTION QUESTION

IT Trouble Ticket Routing

shared by HollernDesignCo on Apr 12
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This infographic illustrates the process through which a consumer submits a trouble ticket, and ultimately how it is resolved.

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