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| - | [[Category:IT]] | + | [[Category:Alex]] |
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| | == About == | | == About == |
| | This is wiki with all bp (Business Processes) | | This is wiki with all bp (Business Processes) |
| - | == bp1 ==
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| - | === How to provide IT support. Biz process ver 1.0 ===
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| - | Most of actual tech work will be performed by off site engineers (TSI, 4Comm, Carr, Vlad, etc).
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| - | Product and Support team (T/D/T) is responsible for:
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| - | * routing emails (see [[#itn2a]])
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| - | * monitoring queue (tasks should be completed on time)
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| - | * coordination (such as in Sales office move)
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| - | * UAT (if required)
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| - | * BA (if required)
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| - | * maintaining docs (such as User names/passwords, howtos, etc)
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| - | * performing certain IT functions themselves (such CT2 and if desired other purely IT)
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| - | * etc (such as moving back up tapes or replacing broken PC with spare PC)
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| - | Tira is a Team Lead and responsible for overall coordination and also is capable of handling more technical tasks and mentoring others.
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| - | === itn2a ===
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| - | ==== IT Support instructions letters ====
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| - | *** IT Support instructions letter to non NY jaguar offices ***
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| - | Dear All,
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| - | Depending on the type of a problem please email or call:
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| - | * CT2 issues/Sugar CRM (non-urgent): email ihelp@jaguarfreight.com(Jaguar IT)
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| - | * CT2 issues/Sugar CRM (urgent): ???
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| - | * Email (non-urgent): itsupport@jaguarfreight.com (TSI vendor)
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| - | * Email (urgent): Appriver???
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| - | .
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| - | Regards, Jaguar IT NY
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| - | *** IT Support instructions letter to jaguarny ***
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| - | Dear All,
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| - | Depending on the type of a problem please email or call:
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| - | * Phone issues: call 631-254-1000 (4Comm vendor)
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| - | * CT2: email ihelp@jaguarfreight.com(Jaguar IT)
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| - | * All other tasks: itsupport@jaguarfreight.com (TSI vendor)
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| - | Regards, Jaguar IT NY
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| - | *** IT Support instructions letter to devteam ***
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| - | Dear All,
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| - | For issues with Mantis, Wiki, SVN, Demo server please email or call:
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| - | * Connectivity issues: Vlad
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| - | * Users, configuration (all but SVN): Andrei/Roma
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| - | Regards, Jaguar IT NY
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| - | Also have to send a separate emails advising about:
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| - | * Jaguar homepage updates - Simon
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| - | * Constant Contact - Sylvia
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| - | === itn2b ===
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| - | ==== TSI vs Mantis issue tracking ====
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| - | As we all know it is easier to track issues if they are recorded in the some kind of system such as Mantis.
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| - | At the moment I am using both systems. Ideally we should integrate or use one or clearly define how they both used.
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| - | ===== TSI CRM =====
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| - | [[File:Tsicrm2.JPG]]
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| - | [[File:Tsicrm3.JPG]]
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| - | [[File:Tsicrm1.JPG]]
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| - | ===== Mantis IT Inbox =====
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| - | [[File:Mantis1.JPG]]
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| - | == bp2 ==
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| - | === Allocation per module ===
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| - | NOTE: Roma is again dedicated QA
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| - | (Module / BA / SA(QA)):
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| - | * Product And Support Team leadership&coordination / Tira
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| - | * [[:Category:Client]] / Tira / Tira (Roma)
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| - | * [[:Category:ClientEtc]] / Tira / Tira (Roma)
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| - | * [[:Category:OpsAdmin]] / ? / Alex OR Andrei (Roma)
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| - | * Inventory / ? / Alex OR Andrei (Roma)
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| - | * [[:Category:OpsCore]] / Denise / Alex OR Andrei (Roma)
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| - | * [[:Category:OpsReps]] / Denise / Alex OR Andrei (Roma)
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| - | * [[:Category:ClientReps]]/ Denise / Alex OR Andrei (Roma)
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| - | * [[:Category:OpsTruck]] / Denise / Alex OR Andrei (Roma)
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| - | * [[:Category:OpsPdfs]] / Tracie / Alex OR Andrei(Roma)
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| - | * [[:Category:OpsMisc]] / Tracie / Alex OR Andrei(Roma)
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| - | * [[:Category:Acc]] / Tracie / Alex OR Andrei(Roma)
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| - | * [[:Category:AccRep]] / Tracie / Alex OR Andrei(Roma)
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| - | * [[:Category:Misc]] / various
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