FY15Q2 FY15Q3 FY15Q4 FY16Q1 FY16Q2 FY16Q3 FY16Q4

KPI-PERSONNEL

SKILLASSESSMENT-PERSONNEL

IMPROVINGQUEUEMGMT–SVC.DESK

IMPROVINGQUEUEMGMT–DESKTOPSUPPORT

CLIENTSATISFACTION

SURVEY

SERVICELEVELMGMT.

TICKETPROCESSING

Support Services ✓ LEGENDFirmTimeframe

OngoingTimeframe Milestone Completed

MilestoneDelayedMilestone

TentativeTimeframe

DefineTrainingCurriculumforSupportStaff

Grading–SkillsAssessment

LaunchFinalizedNewHireCurriculum AchieveaConsistentAbandonment

Rateof<3%

DecreaseAbandonmentRateto<10%

DecreaseAbandonmentRateto<5%

CustomizeGradingTemplateforSD+DS

PhoneSystemRecordingUpgradeActivated

PilotTrialofScoreCardwithTicketReview

PilotTrialofScoreCardwithPhoneReview

InitiateGradingSystem

ResearchGamificationOptions StartGamification

ResearchGradingScoreCard

DefineGradingTemplate

P1-P2CleanupofQueue

P3-P4CleanupofQueue CleanupCompleted Create“FollowUp”Process CSI

P1-P2SLAResolution/BreachReports

P3-P4SLAResolution/BreachReports

CleanupCompleted NetworkTraining

CSI

P1-P4SLAResolution/BreachReports P1-P4Cleanup

ofQueue

Review

RedefineSLAforBreak/Fix+Connects

CSI–ReviewAllSurveystoDate

VerifyNewSurveywithPilotGroup

Diagnose

EnhanceSurvey LaunchSurvey

ImplementNewSurvey

TicketProcessingReview SolidifySLAsBuildMetricstoMonitorSLAs ReviseSLAs

Plan–Identify+DefineServices

ReviseQueueMgmt.Process

HireTeamLeads

IncidentMonitoring/CompleteEscalation

Define1st+2ndLevelSupport

FinalizeTrainingPlan/Launch

IncidentMgmt.Reporting

CSI

Real-timeUpdatesforTickets–ToolsProvided

EscalationPath

FY15Q2 FY15Q3 FY15Q4 FY16Q1 FY16Q2 FY16Q3 FY16Q4

PROFESSIONALDEVELOPMENT

NEWSUPPORTSERVICESLOCATIONS

PHONEMENUSYSTEM

KNOWLEDGEBASE

ONLINECHAT

SYSTEMSTATUS-

SOCIALMEDIA

ReviewOnboardingCurriculumwithInternalTraining

FinalizeTrainingPlan

NetworkTraining/DataCtrAwareness

HDICertificationsforNewTechs

ReviewDatabaseforInfoon

LaunchSite–TrackClasses,

Review+EarnCreditsforTraining

OnboardingCurriculumStarted

DefineTrainingforTemps

Material+TrainingforSDRequireme

nts

BuildArea/HireStaff LaunchNewSMARTDesk

SMARTDeskPlanningfor575Location

ReviewHoldTime+CallBackFeatures

UpgradeCallRecording

ActivateHoldTimeFeature

ReviewWarmTransfer+Skillset

LaunchPhoneMenuSystem

ReviewServiceNowPhone

Review+TestCallbackFeature

ImproveSkillset

ACDMenuCustomizedto

Display

ActivateCallbackFeature

ReviewReports+Customize

ActivateServiceNowPhone

EstablishObjectivesforWorkflows

DefineHigh-LevelProcess

ResearchIntegratingonPublicFacingIntranet

DesignMainPage+CriteriaforContent

DefineRACImodelforApprovalProcess

PilotGroupofLevelII+III

LaunchProcess+AddtoKB CSI

DraftReviewonIntegrationwithServiceNow

LaunchPilotwithinITS

HireorhaveLevelIISupportChat

LaunchforWBG+InfoEd

DistinguishDifferenceinAbandonmentRate

LaunchService

ReviewReq.toimplementviaBaumgartApplication

DesignStrategy–IntegrationwithIntranet Implementation Monitor+Improve

Review

AnalysisofTwitter

PolicyDraftingonRACIModel