Bp11
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This is wiki with all bp (Business Processes)
bp2
How to provide IT support. Biz process ver 1.0
Most of actual tech work will be performed by off site engineers (TSI, 4Comm, Carr, Vlad, etc).
Product and Support team (T/D/T) is responsible for:
- routing emails (see #itn2a)
- monitoring queue (tasks should be completed on time)
- coordination (such as in Sales office move)
- UAT (if required)
- BA (if required)
- maintaining docs (such as User names/passwords, howtos, etc)
- performing certain IT functions themselves (such CT2 and if desired other purely IT)
- etc (such as moving back up tapes or replacing broken PC with spare PC)
Tira is a Team Lead and responsible for overall coordination and also is capable of handling more technical tasks and mentoring others.
itn2a
IT Support instructions letters
*** IT Support instructions letter to non NY jaguar offices *** . Dear All, . Depending on the type of a problem please email or call: . * CT2 issues/Sugar CRM (non-urgent): email ihelp@jaguarfreight.com(Jaguar IT) * CT2 issues/Sugar CRM (urgent): ??? * Email (non-urgent): itsupport@jaguarfreight.com (TSI vendor) * Email (urgent): Appriver??? . Regards, Jaguar IT NY
*** IT Support instructions letter to jaguarny *** . Dear All, . Depending on the type of a problem please email or call: . * Phone issues: call 631-254-1000 (4Comm vendor) * CT2: email ihelp@jaguarfreight.com(Jaguar IT) * All other tasks: itsupport@jaguarfreight.com (TSI vendor) . Regards, Jaguar IT NY
*** IT Support instructions letter to devteam *** . Dear All, . For issues with Mantis, Wiki, SVN, Demo server please email or call: . * Connectivity issues: Vlad * Users, configuration (all but SVN): Andrei/Roma . Regards, Jaguar IT NY
Also have to send a separate emails advising about:
- Jaguar homepage updates - Simon
- Constant Contact - Sylvia
itn2b
TSI vs Mantis issue tracking
As we all know it is easier to track issues if they are recorded in the some kind of system such as Mantis.
At the moment I am using both systems. Ideally we should integrate or use one or clearly define how they both used.
TSI CRM
Mantis IT Inbox
bp2
Allocation per module
NOTE: Roma is again dedicated QA
(Module / BA / SA(QA)):
- Product And Support Team leadership&coordination / Tira
- Category:Client / Tira / Tira (Roma)
- Category:ClientEtc / Tira / Tira (Roma)
- Category:OpsAdmin / ? / Alex OR Andrei (Roma)
- Inventory / ? / Alex OR Andrei (Roma)
- Category:OpsCore / Denise / Alex OR Andrei (Roma)
- Category:OpsReps / Denise / Alex OR Andrei (Roma)
- Category:ClientReps/ Denise / Alex OR Andrei (Roma)
- Category:OpsTruck / Denise / Alex OR Andrei (Roma)
- Category:OpsPdfs / Tracie / Alex OR Andrei(Roma)
- Category:OpsMisc / Tracie / Alex OR Andrei(Roma)
- Category:Acc / Tracie / Alex OR Andrei(Roma)
- Category:AccRep / Tracie / Alex OR Andrei(Roma)
- Category:Misc / various
