| | 4.3 Fulfilment
02. Support Request | | |
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| 4.3.02. Support Request: | | 1. Self-service support procedures are designed to handle the majority, but not all support requests. Exceptions are handled manually using this new support request procedure. | | 2. When many support requests are identified for a similar subject, then a self-service procedure will be commissioned to minimise delays and improve productivity. A key objective of all support procedures are to evolve towards higher levels of automation, more productivity and to become more effective. | | 3. A support request will be used when a new person request needs to assign a person to head office or an unusual department, or where access rights need to be uniquely configured. | | 4. Support requests enable an approved person to enjoy the benefits of whatever bespoke application service that they choose to specify. The bespoke application service is as good as an approved person chooses to request - no more and no less. |
| 2. New Support Request Procedure: | | 1. From the branch dashboard top menu, click "support" to view the support dashboard page 2201. | | 2. From the support dashboard top menu, click "support request..." to popup page 2212. | | 3. From the support request top menu, click "guide..." to popup page 164302 (this page). | | 4. From the support request top menu, click "new..." to popup new support request page 2211. | | 5. Enter all relevant data as detailed below as Author. | | 6. Your support request is automatically shared with support teams in all counties with no other action and no delays. |
| 3. Author: | | 1. The author of a new support request has a duty to enter all applicable information so the support request can be resolved without delay. | | 2. Subject is a generic title to the support request that may be published to Internet agencies by way of a public email. | | 3a. Purpose is selected from a list to direct the support request to the correct support team. | | 3b. Application is selected from a list to direct the support request to the correct support team. | | 4. Reason is selected from a list to identify the severity or impact. | | 5. Privacy is selected from a list and is normally shared for the benefit of all approved people. | | 6. Business Requirement is the request message of up to 500 characters that may be supplemented with an uploaded attachment of up to one million characters. | | 7. Attachment is a popup two step process to upload evidence as an image or PDF document that is less than 1 MB in size. | | 8. Page Ref is a 4 digit number shown in the lower left corner of every web page. | | 9. Page Identity is a 6 digit number shown in the identity topic heading of every web form. | | 10. On Behalf Of may be selected where the author added the new support request on behalf of another approved person. | | 11. If more information needs to be communicated, then each support request may be supplemented with any number of support notes. Every support note may include a large message and an additional uploaded attachment of up to 1 MB in file size. |
| 3b. Purpose (application): | | 1. Your support request is instantly shared with the support team that handle the purpose or application selected. | | * Query is any general technical support issue that is delegated by the Request Fulfilment Manager to a First Level Support Team member who will look up the knowledgebase for an approved reply - personal opinions are not permitted. | | * New Person is an automated reply link to the self registration form. Self registration is continually monitored and verified (with the owner or assigned person) before rights are manually assigned to the approved person. | | * New Device is an automated reply link to the calculator form with a formula that has a life of less than one hour. The calculator is continually monitored and verified before the new device is registered. | | * Forgotten Sign-In is an automated reply link to the access pad with a one-time PIN that has a life of less than one hour. The access pad is continually monitored and verified before the registered person using a registered device is granted access to their sign-in details. | | * Page is defective to its documented function is a priority request to back out all recent changes until the defect is eliminated. This can mean that some improvement requests will be disabled because the documented improvement was not complete and correct because it caused a functional defect. The only defect that can exist is where an improvement request document is not complete and correct. The only changes that can take place is a business improvement request and a technical improvement request. A technical improvement request may impact more than one thousand people. | | * Documented Page Layout Improvement request is directed to the Document Content Manager to dynamically improve the page layout business rules while the page is in use by any number of people in any number of places. | | * Documented Page Function Improvement request is directed to a Knowledge Engineer to add business rules to improve the functionality of a test and verification application service. When complete, the Change Manager will apply automated checks to the function and authorise the function to be uploaded to all operational data centres. The Operations Manager will upload the new business rules that will be tested by a Level Two Support Engineer in a production environment. No one person has the authority to apply a functional business rule improvement to a production service. | | * Documented Procedure Improvement request is directed to a Design Engineer to document changes to a set of functions that make up a documented procedure with an emphasis on the order and inter-dependence between functions. Each functional change is then treated as a page function improvement in the normal way. | | * Documented Process Improvement request is directed to the Service Evaluation Manager to document changes to a set of procedures and functions that make up a documented process. Colaboration between many people may be involved to document the scope of a process improvement. It may be that a policy improvement is needed and that must involve the Architect Director, Portfolio Director and Demand Director. Eventually a process improvement is just a set of procedure and function improvements that must be deployed in a designed sequence. | | * Business Data Improvement request is directed to the Change Manager to document how replicated encrypted historic and production data can be upgraded from its current definition to another. Business data is designed to be stored using different encrypted editions at the same time, but some changes demand a mass upgrade using a one-off function that is applied at some out-of-hours time of day. Where encrypted business data is replicated to 20 or 50 distributed data centres, it can be unrealistic to expect that any mass data improvement would be practical or desirable. |
| 4. What Happens Next: | | 1. Your new support request is instantly shared in real-time with your Request Fulfilment Manager and the First Level Support Team without any telephone or email delays. Your request pops up on the monitor of many First Level Support people, even before you have entered the subject and request. | | 2. As soon as the most applicable knowledgebase web page has been identified, it will be emailed to you, however you have the right to unsubscribe from viewing this reply. You may monitor your support request at any time to keep up to date with progress. For security reasons, the support team are only permitted to communicate using a support request. | | 3. Request what you want and the most experienced knowledge engineers in the world will do their best to deploy what you want. |
| 5. Threat Analysis: | | 1. Threat analysis has been undertaken and identified that the only safe and secure way for an approved person to communicate with the support team is to share a support request. All other means of communication create a threat of phishing, intimidation and imitation with a risk of a security data breach. The Data Protection Officer have directed the support team to copy any communication to a new support request and gain evidence that the request is genuine. | | 2. Support team procedures ensure that private and confidential business information can only be communicated with approved people using a support request, because every email and phone call is recoded by many agencies in many countries. The names of people communicating must be stored as an Internet Communication Record that is shared with many Government agencies. As a duty to protect all employees, communication with a person who may communicate with a person on a watch list is not permitted. | | 3. Every phone and email message must be assumed to be an phishing attack by a criminal who is not approved to use the support request service. Where the criminal impersonates an approved person, then the message may be copied into a support request and the on-behalf-of person is asked to confirm the message before it can be processed. |
| 6. Six Sigma: | | 1. Six Sigma is a set of techniques to reduce defects towards zero. A fundamental technique is to avoid application programming because not even the largest corporations has been able to deliver software with zero defects and all software has been found to have vulnerabilities. Continual improvement without innovation over forty years has created bespoke application services with what may be zero defects at the server level, however client computer browser software still has vulnerabilities. | | 2. Six Sigma statistically means 99.99966 percent of all functions can be expected to be free of defects. Of the 5000 functions in a typical application service, 3.4 in every million functions can expect to be defective. Continual improvement can achieve such high quality levels because every opportunity is taken to SIMPLIFY rather than add complexity, but it is understood that some people do not like a simple application service and request improvements to add complexity with no productivity or effective benefit. | | 3. Six Sigma is achieved with Information Engineering Methodology (IEM) that engineers knowledge as business rules from business policies and procedures. Knowledge can be (1) Defined, (2) Measured, (3) Analysed, (4) Designed and (5) Verified as (DMADV). The only limit is that bespoke business requirements defined by an Owner may not be complete and correct in all details. | | 4. While a corporation that produces their own in-house systems can afford defects, the Application Service Provider (ASP) has customers who will buy from other ASP if defects are permitted to exist. The quality levels of bespoke application services must be many times higher than in-house systems are expected to deliver. Customers have a choice and customer expect to only pay for application services with zero defects, while they may accept lower quality levels for their own internal systems. |
| 7. Seven R's: | | 1. Who Raised the request? | | 2. What is the Reason for the request? | | 3. What Return will the request deliver? | | 4. What Risks exist if the request is delayed? | | 5. What Resources are required to implement the request? | | 6. Who is Responsible for the request to be implemented? | | 7. What Relationship exists between this and other requests? |
| 8. Support Email: | | 1. When the support team have entered a planned date and reply message, a link to the support message may be emailed to the "on-behalf-of" person to keep them informed. Click the "send" button on the top menu bar and the email with a link is sent without any other action. | | 2. The person identified as the On-Behalf-Of list may receive an email message with an opt-in and opt-out subscription links. If the person clicks the opt-in link then they will be shown the support request and its optional notes. If the person clicks the opt-out link then they will be shown a thank you message without disclosing the support request. | | 3. The top menu bar has a "mail..." button that will popup the support message list showing what has been sent and viewed. A viewed count greater than 2000 signifies that the named person has not clicked on the opt-in subscription link. | | 4. The support email service is an optional extra that does not have to be used. Because of the high risk of phishing attacks and ransomware, some email servers may refuse to transmit such emails. |
| 9. Support Notes: | | 1. Any support request may be supplemented by any number of support notes that include a subject and a message with optional attachment. Any support note may be emailed to a recipient so that person may view the support request and its notes. | | 2. The support request can have the originator identified with an email address that will then show a "reply" button on the top menu bar. Click the "reply" button and a note type email will be created and sent to the originator - the note will track and trace the email. | | 3. Click "note" in the top menu to view the list of notes for the selected support request. A new note may be added and the subject and message entered. An email address may be entered and the "send" button pressed to send an email that will show the support request and its notes. The support note acts as subscription evidence of the email life cycle. | | Support Note Request... |
| 10. State Transition (RAG): | | 1. Every support request has a life cycle defined by this state transition:- | | (Red) Opened is the initial creation state with a defined date, time and person responsible. | | (Amber) In Progress is a transient state with a planned deployment date. | | (Greeb) Closed is the final state with an actual date, time and person responsible. This data may not be shown until the request is closed. | | 2. The simplicity of this life cycle is designed to eliminate queries, however a support request may have to be closed without any action being taken when the business requirement is not complete and correct |
| 11. Mission: | | 1. It is a mission of the Request Fulfilment Manager to create and maintain a knowledgebase of all applicable replies to any support issue. A vast knowledgebase of information has been assembled and is used to disseminate complete and correct information that has been verified by the appointed experts. | | 2. Where similar support requests are identified, then a common self-service solution can be provided - continual improvements means that in ten years time, the application services shall be much more responsive and up to date than any software package. | | 3. A major lesson has been learnt over the past twenty years as continual improvements are many times more effective than periodic innovation. New maintenance releases have been replaced with daily improvements, new versions have been replaced with daily and even hourly improvements without any downtime. | | 4. While others promise that everything you need will be in the "next release", the ASP simply append a large number of tiny improvements while application services are in use. While others schedule downtime and maintenance installation upgrades, the ASP simply add new business rules that deliver what is needed while applications services are being used. | | 5. Innovation is what companies do when they have lost direction - they head off in a new direction to see if that will be any better than what they had. The service provider have chosen and exploited many generations of continual improvements without disruptive innovation, without retraining and without service interruptions. | | 6. Every-time the service is taken down for a new maintenance release; the risk is that the application service will not restart - so the provider never take the service down for a new maintenance release. Every-time a new version of the software is implemented; the risk is that unknown software faults will appear - so we never implement a new software version. Every-time a clever innovative design is released, everybody needs retraining, so we choose never to dream up what are innovative designs to some and a pain in the neck for others. |
| 12. Security: | | 1. Only an approved person can add a new support request - the threat of phishing, intimidation and impersonation has been eliminated. It is no longer possible for a criminal to try to scam First Level Support (FLS) people using convincing telephone calls or emails. | | 2. First Level Support (FLS) are not permitted to accept any support request other than a properly added support request by a provably responsible person. Criminals became very good at pretending to be an approved person in distress as a scam to try to gain unauthorised access. To eliminate such security liabilities, telephone and email support has been replaced with online support using shared requests with evidence chains. | | 3. Every telephone call and email are recorded and data retained by many agencies - private and confidential business information can no longer be communicated by telephone or email. Every business communication that is not encrypted is a liability that could result in a loss of data and a fine from the Information Commissioners Office. Millions of emails contain ransomware and malware, so support service must deploy procedures that are no longer dependent on email. |
| 13. Continual Evolutionary Improvements: | | 1. The bespoke application service includes an unlimited number of continual evolutionary improvement requests. Approved people may enter any number of requests to express their business requirements. | | 2. It is recommended that approved people document their business requirements, rather than imagining what an application designer may specify. Business requirements specify WHAT is wanted while an application designer will specify HOW is shall be built. | | 3. Every support request must be compliant with the mission to operate on any kind of smart phone, tablet, desktop or desktop without any software to be downloaded. This means that a support request cannot specify any programming. | | 4. Every support request must be compliant with the mission to be deployed as a web page that is presented using International standard HTML. This means that a support request cannot specify anything that cannot be deployed in HTML. |
| Eliza: | | 1. Your Bespoke Application Service has "Eliza" that provides a unique capability that will never be emulated by any competitor. | | 2. Eliza was designed more than 4 decades ago and is designed to last for many decades into the future. No competitor can imagine such a long term mission because all competitors have owners waiting to sell up. History has shown that every commercial application has a natural life cycle before it is aquired, exploited and has customers paying to move their data elsewhere. | | 3. Eliza cannot be bought and so it cannot be sold, cannot be part of a merger and cannot be aquired by a corporation with more cash than ideas. Most competitors are structured in such a way that they are easy to be sold or be part of a merger. Evidence shows that every application will eventually die or be bought by a corporation who will milk its users for a decade. | | 4. Eliza does not have any social media presence so data leaks via social media are not possible. Every competitor is driven by massive social media presence that continually leak information about customers, suppliers and other people. Competitors are comfortable to have regular data breaches because customers do not understand security and leak their customers data on a regular basis. | | 5. Eliza does not have a mobile phone where agencies in all parts of the world are legally copying all content, processing it and selling it for the benefit or others. Every competitor has mobile phones that leak private, confidential and sensitive data every day. Customers have yet to understand the commercial damage that has been done by data leaks - but eventually they will understand after they suffer the commercial damage of a data breach. | | 6. Eliza is a machine with no opinions, no discrimination feelings and who cannot be upset by inappropriate language. Competitors imagine that a one-on-one relationship creates customer loyalty when in fact the customer will move to a cheaper competitor in a moment. Competitors imagine that a good salesman with a lot of customers will go to another company and those customers will follow when in fact the salesman is only as good as their product and a competitors product may not be as good. Eliza understands that loyalty is transitent, but value-for-money is forever. Every month, Eliza must continue to be better than all competitors or customers will correctly move to a competitor. |
| Document Control: | | 1. Document Title: Support Request. | | 2. Reference: 164302. | | 3. Keywords: ITIL Request Fulfilment Manager Support Request. | | 4. Description: ITIL Request Fulfilment Manager responsibilities as a Support Request. | | 5. Privacy: Public information service for the benefit of mankind. | | 6. Issued: 11 Dec 2018. | | 7. Edition: 2.2. |
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