Supporting End Users

The proposed structure here is designed to support the Service continuously throughout its lifecycle. Currently the Support function within the Revalidation app opens an email to the Service Manager. As Revalidation and other services are more widely rolled out we will require a more robust and sustainable approach.

The proposed approach here is that the user clicks on the help function which could potentially redirect them to a SharePoint page that includes FAQs, Video support and other documentation to try and address the issue that the user is having without the need for consultation with colleagues or a support desk. Users would then if required be able to ask questions on a messaging group which other peers could answer. If this was still not sufficient the helpdesk would be able to raise a ticket which could be plugged into JIRA and allow the TIS team to action.

Outputs of Workshops | Operating Model