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Storyboard Description

opening sequence for CSM presentation at TSS business planning day

Storyboard Text

  • 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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