opening sequence for CSM presentation at TSS business planning day
Susan is a rail maintenance worker and spends most of her day fixing things around the station platform.
Susan is working from home today, and wants to know how to buy a new thingamabob to use for work. After accessing the self-service portal on her mobile device, Susan wants to talk to someone in more detail and contacts our service desk.
Geoff is a customer service officer in the service desk, and helps Susan with her enquiry.
Kayla is the principal manager responsible for our widget building service.
Kayla is monitoring performance of the widget service and identifies a worrying trend. After drilling into the data, Kayla finds some similar transactions, links them together, and assigns the problem to one of her team to investigate and resolve.
The team member identifies the root cause, and escalates for approval to change the process. Kayla has since gone to a meeting, and approves the change on her mobile device so her team member can make the fix.
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