HDI Support Center Standard v5 - /media/HDICorp/Files/Standards/HDI-SC...  HDI SUPPORT CENTER STANDARD

  • View
    228

  • Download
    6

Embed Size (px)

Text of HDI Support Center Standard v5 - /media/HDICorp/Files/Standards/HDI-SC...  HDI SUPPORT CENTER...

  • HDI SUPPORT CENTER

    STANDARD

    Leadership Strategy and Policy Staff Management

    Resources Process and Procedure

    BEST PRACTICES FOR SERVICE AND SUPPORT MANAGEMENT

    Staff Satisfaction Results Customer Satisfaction Results

    Performance Results

  • TableofContentsAboutHDI........................................................................................................................................8

    AboutUBMTech.............................................................................................................................8

    Acknowledgements.........................................................................................................................9

    Introduction..................................................................................................................................10

    Categories.....................................................................................................................................12

    Enablers.....................................................................................................................................12

    Results.......................................................................................................................................12

    MaturityLevels.........................................................................................................................13

    Enablers.................................................................................................................................13

    Results...................................................................................................................................13

    Activities........................................................................................................................................14

    1.0Leadership...........................................................................................................................14

    1.010AlignmenttoOrganization..........................................................................................14

    1.020IntegrationwithinSupportModel..............................................................................15

    1.030ResourceAllocationandAlignment............................................................................15

    1.040PromotingTeamwork.................................................................................................16

    1.050MarketingandPromotion..........................................................................................16

    1.060DistributionandCommunicationofInformation.......................................................17

    2.0StrategyandPolicy..............................................................................................................18

    2.010Purpose.......................................................................................................................18

    2.020GoalsandObjectives...................................................................................................19

    2.030OperationalPlans........................................................................................................19

  • HDI SUPPORT CENTER STANDARD v5.0

    HDISupportCenterStandard2014HDIAllRightsReserved.Version5.0 3

    2.040StakeholderEngagement............................................................................................20

    2.050ServiceImprovementPlans........................................................................................20

    2.060SupportCenterServicesDefinition.............................................................................21

    2.070SecurityofSystemsandInformation..........................................................................21

    3.0StaffManagement..............................................................................................................22

    3.010JobDescriptions..........................................................................................................22

    3.020OrientationTrainingPlans..........................................................................................23

    3.025OngoingTrainingPlans...............................................................................................23

    3.030CareerDevelopmentPlans.........................................................................................24

    3.040PerformanceManagement.........................................................................................24

    3.050StaffSatisfactionManagement..................................................................................25

    3.060CompensationProgram..............................................................................................25

    3.070Recognitionand/orRewardPrograms.......................................................................26

    3.080WorkforceManagement............................................................................................26

    3.090RetentionProgram......................................................................................................27

    4.0Resources............................................................................................................................28

    4.010FinancialResources.....................................................................................................28

    4.020PhysicalEnvironmentErgonomics..............................................................................29

    4.030Infrastructure..............................................................................................................29

    4.040IncomingCommunicationsDistributionSystem........................................................30

    4.050InvestigationandDiagnosisResources.......................................................................30

    4.060WorkforceManagementTool/System.......................................................................31

    4.070ServiceManagementTool/System.............................................................................31

    4.080RemoteSupportTools................................................................................................32

  • HDI SUPPORT CENTER STANDARD v5.0

    HDISupportCenterStandard2014HDIAllRightsReserved.Version5.04

    4.090KnowledgeManagementTool/System......................................................................32

    4.100KnowledgeResources.................................................................................................32

    4.110ReportingTool/System...............................................................................................33

    5.0ProcessandProcedure.......................................................................................................34

    5.010EventManagement.....................................................................................................34

    5.020Customer/UserSatisfactionManagement.................................................................34

    5.030ServiceLevelManagement.........................................................................................35

    5.040FeedbackManagement..............................................................................................35

    5.050ServiceRequestFulfillment........................................................................................36

    5.060IncidentManagement................................................................................................36

    5.065LoggingofIncidents/ServiceRequests.......................................................................37

    5.070CategorizationofIncidents/ServiceRequests............................................................37

    5.080PrioritizationofIncidents/ServiceRequests...............................................................38

    5.090StatusLevelsofIncidents/ServiceRequests...............................................................38

    5.095InitialInvestigationandDiagnosisofIncidents/ServiceRequests.............................39

    5.100EscalationofIncidents/ServiceRequests...................................................................39

    5.110ResolutionofIncidents...............................................................................................40

    5.120ClosureofIncidents....................................................................................................40

    5.125ReopeningofIncidents...............................................................................................41

    5.130ProblemManagement................................................................................................41

    5.140ChangeManagement..................................................................................................42

    5.150ServiceAssetandConfigurationManagement..........................................................42

    5.160ContinualImprovementofSupportCenterProcesses/Procedures...........................43

    5.170SupportCenterServiceContinuityManagement.......................................................43

  • HDI SUPPORT CENTER STANDARD v5.0

    HDISupportCenterStandard2014HDIAllRightsReserved.Version5.0 5

    5.180QualityAssuranceManagement................................................................................44

    6.0StaffSatisfactionResults.....................................................................................................45

    6.010StaffSatisfaction............................................................