What information differs from process improvement to technology

An essential tool in both process improvement and workflow automation is a process flow to understand the dynamics of how work is performed. Review the attached workflow chart and write 300-500 words on:

• What information differs from process improvement to technology optimization when creating the workflow? 

• Make suggestions and comment on what you see on the attached workflow chart.

More information about Chart=  Process flow is an essential tool in both process improvement and workflow automation. What differs from process improvement to technology optimization when creating the workflow is process improvement involves viewing the current workflow, analyzing it, and suggesting changes for enhancement. Technology optimization reports the current state of the mechanics that enable the process. I have attached a workflow diagram for how my department handles IT helpdesk tickets. 

 

Start

Decision is made on whether the issue can be resolved on the call or not

Helpdesk Analyst resolves issue over the phone or via remote session.

Helpdesk Analyst troubleshoots issue in person

Stop

No

Yes

End user contacts

the IT Helpdesk to

report an issue

Helpdesk Analyst

enters information

about the issue in

to the ticketing

system

Decision is made on whether issue needs to be escalated to Helpdesk Supervisor for assistance or other internal IT teams

No Escalation Needed

IT Ticket is escalated to either

Business Applications or

Network teams depending on

nature of the issue

Network Team

Decision is made on whether issue needs to be escalated to Information

Security Manager

Ticket is escalated

to Helpdesk

Supervisor for

assistance

Escalate to other teamsEscalate to Supervisor

Information

Security Manager

resolves ticket or

contacts external

resources who

reach ticket

resolution

No

Yes

Network Analyst

Resolves issue

No

Decision is made on whether issue needs to be escalated to Business

Applications Manager

Business Applications Team

Business

Applications

Analyst Resolves issue

No

Business

Applications

Manager resolves ticket or contacts external resources who reach ticket resolution

Yes

Customer is contacted for follow up of issue

Customer is contacted for follow up of issue

Customer is contacted for follow up of issue

Customer is contacted for follow up of issue

 

• ITHelpdeskWorkflow.vsdx