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Transcript

Brainstorm

Incident management SME Services Nordic & Baltic

Who is doing what?

Incidents done by 1.level team/Transcom:

  • Single merchant incidents
  • Single agent incident ex. Missing access to a specific system.
  • Local IT issues on agent computer ect.

Incident done by Floorcoach team:

  • Incident affecting several merchants/users ex. Delayed settlements
  • Key system break down ex. Caps, NDS, Baxbis, SAP ERP, CRM and phonelines.
  • Portal downtime ex. Merchant Portal, MyNets & Mepo
  • Incident escalation and task force will be assisted by Engagement manager, OPS incident manager & Vendor manager.

The DashBoard

Nordic Customer Service Incident Dashbard

How do we all get informed?

Who has the responsibility?

Clearly informing MS OPS Incident Support and senior management about the types of incidents affecting operations.

UIGP role to access The Dashboard - SNC_00530

Swimlane Method

  • The 'Swimlane' method provides a structured approach for efficient incident handling.

Incident Swimlane

The 'Swimlane' method flows incidents through defined stages for clear visualization and understanding. But....

Incident Management

Here

The Incident Swimlane for MS OPS

Introduction

Incident management is essential for ensuring smooth reporting and understanding which systems provided to our customers are not functioning properly.

Incidents handling

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