| 4.3 Request Fulfilment Manager: | | 1. The Request Fulfilment Manager has a busy time managing the First Level Support team and the Second Level Support team. | | 2. Every service has built-in management information for data that may be requested from time to time, but ad-hoc data requests to cover unusual situations can demand a rapid extract of sets of data to match a one-off business requirement. | | The First Level Support team using telephone and email methods that were acceptable twenty years ago are no longer safe, secure or fit-for-purpose. | | First class self-service support facilities are provided for the benefit of everybody who use the bespoke application service. | | Progress has been made to provide the kind of safe and secure self-service that people wish to use for the next twenty years. |
| First Level Support: | | 1. The mission of the First Level Support team is to manage people who: (1) use the online Contact Us Application, (2) use an email, (3) use the phone or (4) use the post. | | 2. In general, an approved person who is known to the Bespoke Application Service will use the self-service support facility, so much of the First Level Support work is to counter phishing attacks. | | Online | | Click the "Contact Us" icon on the top menu to open the contact us message form. The First level Support team shall transcribe the message into a support request when the author is identified as an approved person. The First level Support team shall process the message in an appropriate way when the author cannot be identified as an approved person. | | Email | | Send a message to "support@Computer-Management.co.uk" and that email will be transcribed by the First level Support team into a contact us form on behalf of the sender. | | Phone | | Leave a message on "02085288366" and that message will be transcribed by the First level Support team into a contact us form on behalf of the caller. | | Post | | Send a letter to "PO Box Nine Foxleys Watford WD19 5DB" and that letter will be transcribed by the First level Support team into a contact us form on behalf of the author. | | 3. To protect the First Level Support team from abuse, intimidation and phishing attacks, First Level Support team have access to and can search a large number of standard reply pages, but do not have access to any Bespoke Application Service data. |
| Second Level Support: | | 1. Every approved person who has been authorized to sign in has access to the Bespoke Application Service, self-service support facility where a new message can be added and old messages can be reviewed. | | 2. The Second Level Support team have the authority to respond to every support request and to elevate the support request to the Change Manager, Development Manager, Deployment Manager and Project Manager as appropriate. As any Manager changes the status of the request, that information is instantly shared with all interested parties - no other project control information exists. | | 3. When the support request is closed, Second Level Support may trigger an email envelope to the approved person to notify that they may view their closed support request. |
| | | Commitment to Privacy: | | 1. All request fulfilment people have signed a service agreement that commits them to privacy of PII and secrecy of business information. | | 2. These commitments survive the life of the service agreement by two years. | | 3. Any person who has not yet signed their service agreement is not permitted to work in request fulfilment or access any Bespoke Application Service data. | | 4. The majority of developers, engineers and operational people have little idea of who the customers are or who the approved people are, because they have no access to any Bespoke Application Service. Two engineers who lived next door to one another worked on the same project for almost six months before they discovered they were working on the same project - secrecy does work and must work to keep customers safe and secure. |
| New Era: | | 1. The phone and email support era has given way to the self-service support era. Crminals were able to impersonate users with phone and email messages that looked real, but were fake. Crminals were able to intimidate people into divulging business information. | | 2. Security auditors are now testing how support people respond to fake (phishing) phone and email requests as a potential threat to business data. Phone and email support also suffered from inadequate evidence trails, inadequate measurement and inadequate management. By the time of the next security audit, evidence gathering will be adequate, measurement will be complete and correct and all support requests will be managed. | | 3. Private, confidential and sensitive business information must not be communicated by phone or email because these message will be recorded and copied. Agencies in many countries are mass collecting and reading all electronic communications. The content may be processed, consolidated and sold to third parties. | | 4. A new self-service era has started where only approved people have access to support services - criminals cannot use phishing techniques. A complete and correct evidence trail is maintained for security auditor inspection. Where approved people misuse self-service facilities, then that is a matter for each Owner to manage as a breach of contract, but criminal acts are prevented. |
| Proactive Support: | | By continually monitoring what people do and by trapping every user error message, we have become preactive and can contact the user before the user needs to raise a support request. | | Online chat and webinars provide real-time tuition to users when it is applicable. | | With regular calls to each user, the ability to cross sell other services is improved. | | 66 Complaint Handling... |
| Fulfilment Management: | | The act of providing valuable knowledge in the form of management information can lead to an explosion of similar or related requests that need to evolve from an ad-hoc request to a formal management information facility. | | SIEM is used to record all requests for information on the understanding that the next time similar information is requested, the hard work of analysis and design can be reused and the specification for a new online facility can be created. | | As a service matures, the number of requests will reduce as the scope of built in management information expands based on need. SIEM is just an internal tool that enables these information requests to be managed while they are ad-hoc with the identification of more effective methods of getting the same information to users. |
| Priorities: | | All application services are automatically monitored so any high priority incident will already be known and people will be working on how to circumvent the issue. | | Where an application service is not working the way that a person expects it to work, then a specification may need to be revised to match exactly what a person want it to do. It can take time for stability to evolve where the documented specification of any procedure matched exactly how the business want to work. As a policy: it is not the business that needs to adapt to how the service works, it is the role of the service to adapt to match what is needed. |
| Document Control: | | 1. Document Title: Request Fulfilment Manager. | | 2. Reference: 164300. | | 3. Keywords: ITIL Request Fulfilment Manager. | | 4. Description: Request Fulfilment Manager. | | 5. Privacy: Public education service as a benefit to humanity. | | 6. Issued: 13 Feb 2017. | | 7. Edition: 1.2. |
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