BSYS601 Business Process
Management
Workshop Individual Assignment 3
Use the process description below to draw a model
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of the “ICT helpdesk process” in Signavio and run
the simulation using the setup explained after the
process description.
The University Aotearoa’s ICT helpdesk team assists
students when they face any technical issues such as not
being able to connect to the University’s Wi-Fi, installing
software, issues related to OneDrive etc. The ICT helpdesk
team consists of ICT helpdesk assistants who can answer
simple questions and solve common uncomplicated issues.
and technicians who can solve more complex inquiries.
Process description
The process starts when the ICT helpdesk assistant
receives a phone call from a student. The ICT helpdesk
assistant checks if the person’s issue can be resolved bv
the student themselves by following instructions (e.g.,
resolving conflicting documents on OneDrive). This takes 3
mins. If the issue can be resolved by the student. the ICT
helpdesk assistant provides them with the instructions and
the call is complete. This task takes 1 min. However, if the
student’s issue cannot be resolved by following instructions,
the ICT helpdesk assistant asks the student to provide their
username and describe their issue in order to redirect them
to the technicians to solve the issue. This is one activity
(asking for username and asking student to describe the
issue) and takes on average 9 mins with a standard
deviation of 2 mins.
A technician then confirms the username and the issue.
which takes 2 mins. Then he decides if the student needs to
be referred to a third-party IT specialist, which takes 2 mins.
If the technician decides that the student should see the
third-party IT specialist, the technician provides the student
with the contact details of the third-party IT specialist and
completes the call. This task takes 1 minute.
If the technician decides that he can help the student, he
assesses the severitv of the technical issue. which takes on
average 25 minutes with a standard deviation of 3 minutes.
If the technician thinks the student’s technical problem is
not severe, he provides the student with a solution which
takes 5 minutes. However, if the technician thinks it is a
severe technical problem that requires further analvsis, he
conveys that information to the student (5 minutes). At the
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