Technology Support Services
Business Process Analysis Project

Project I Documents
Project Kickoff Presentation Session Schedule
Project Plan  
Existing Process (Phase I) (March 22nd - May 17th, 2007)
Triage Phone Call Description (3) Triage Phone Call Diagram (3)
Triage Walk-in Description (3) Triage Walk-in Diagram (3)
Triage Helpdesk Email Description (3) Triage Helpdesk Email Diagram (3)
Triage Helpdesk Ticket Description (3) Triage Helpdesk Ticket Diagram (3)
Create Helpdesk Ticket Description (4) Create Helpdesk Ticket Diagram (4)
Update Helpdesk Ticket Description (2) Update Helpdesk Ticket Diagram (2)
Manage Helpdesk Voicemail System Description (2) Manage Helpdesk Voicemail System Diagram (2)
Report Outages to MCCCD Community Description (3) Report Outages to MCCCD Community Diagram (3)
Improved Process (Phase 2) (May 22nd - July 12th, 2007)
Complete Walk-in Request Description - Improved Complete Walk-in Request Diagram - Improved
Complete Phone Call Request Description - Improved Complete Phone Call Request Diagram - Improved Walk-in and Phone Call Cross-Functional group recommendations
Complete Helpdesk Email Requests Description - Improved Complete Helpdesk Email Requests Diagram - Improved
Complete Helpdesk Ticket Requests Description - Improved Complete Helpdesk Ticket Requests Diagram - Improved Helpdesk Ticket Requests Cross-Functional group recommendations
Complete Helpdesk Voicemail Message Requests Description - Improved Complete Helpdesk Voicemail Message Requests Diagram - Improved
Create Helpdesk Ticket Description - Improved Create Helpdesk Ticket Diagram - Improved
Update Helpdesk Ticket Description - Improved Update Helpdesk Ticket Diagram - Improved
Report DO and District-Wide Outages Description - Improved Report DO and District-Wide Outages Diagram - Improved Report DO and District-Wide Outage Problems and Solutions

Project II Documents (TBD)
TSS Future Processes & Policies

Example Documents
Sell Movie Ticket Description Sell Movie Ticket Diagram
Helpful Links
MCCCD Organizational Process Analysis Team Website
disclaimer • updated 2007 Jul 23 • contact us