These are list of all stakeholders for the SysOps Squad
| Stakeholder | Concerns |
|---|---|
| Customer | entering registration details in the trouble ticketing app should be hassle free. |
| system should always show the registration details and current support contract accurately | |
| entering problem details in the trouble ticketing app should be hassle free. | |
| once the ticket is created, it should remain in the system unless explicitly closed. | |
| notification regarding the expert's allotment and when they will arrive needs to reach customer without fail. | |
| system should allow for negotiation of time slot if the expert is not available at the specified time. | |
| expert should arrive in the agreed time slot, and resolve the problem. | |
| ticket should get resolved as quickly as possible and at minimum cost. | |
| if closure of the ticket is going to take longer, customer should get the current status and possibly an ETA for when the problem will actually get fixed. | |
| once a ticket is closed, it should not be required to reopen a resolved ticket or cause new problems with the device. | |
| charges should be according to the support plan. | |
| system should show accurate billing history and statements. | |
| Expert | ticket needs to be assigned to an expert based on their skills. |
| ticket needs to be assigned to an expert based on their current location and the time it takes to travel from the current location to the new location. | |
| ticket needs to be assigned to an expert based on their available time slot | |
| expert should get the notification of a new ticket as soon as possible. | |
| on resolution of problem, expert should be able to mark the ticket as resolved / complete. The state should reflect accurately in the system database. | |
| on resolution of problem, system should make it very easy for the customer to rate the expert. | |
| knowledge base application is available to check for existing details, gives the existing information and also allows entering new details easily. | |
| system database needs to have the right and up-to-date details about expert's skills, locale, availability, past resolved tickets and customer reviews. | |
| Administrator | entering details of experts should be easy and should remain unchanged in the system unless explicitly modified. |
| management of billing and processing for the customer should not result in accounting inaccuracies. | |
| static reference data should remain in the system unless explicitly modified. | |
| Manager | in day-to-day operations, system shows accurate information about all the office staff - experts and administrators. |
| for escalated tickets, all the right details are present to take the necessary decisions to resolve the ticket ASAP. | |
| all operational/ticketing/financial/performance reports run without any crash and contain all the relevant data. | |
| Business | customers should be satisfied with their experience with the ticketing system. |
| changes in ticketing system should be carried out at minimal cost | |
| ticketing system should be available for a reasonable amount of time every day | |
| Call center staff | system should be available during the work hours for handling any customer queries. |
| to handle the customers' queries, system should be able to respond as quickly as possible with the accurate data. | |
| Development team | changes / new features can be done at minimum cost |
| upgrades should be smooth, with minimum or reasonable downtime | |
| after deployment, system should remain stable with no crashes. | |