Celil çiynekli

Incident Management as Detailed Collaboration v.10.1 Customer We can take a closer look at the ping-pong-game of account manager, support agents and software developer by switching from a single-pool-model to a collaboration diagram. Key Account Manager Yes Explain Solution Get Problem Description Ask 1st Level Support No Customer Has a Problem Can Handle it Myself? Answer Received 1st Level Support Result? Handle 1st Level Issue Issue Resolved Issue Provide Feedback for Account Manager Ask 2nd Level Support 2nd Level Issue Answer Received Unsure? Result? Handle 2nd Level Issue No Issue Resolved 2nd Level Support Ticket Received Sometimes opinion of development is needed Ask Developer Fix in Next Release Yes Developer Answer Received Examine Problem Request From Support Provide Feedback for 2nd Level Support Insert Into Product Backlog Provide Feedback for 1st Level Support Some issues cannot get fixed right but should be in next release