YBT Services Pty Ltd

Customer Portal
The Customer Portal refers to a group of features in that allow customers to connect to services, in order to issue / track their production systems / services.
 

Functions

• Access to Software Applications (Based on the "Need & Right to Know" principle);

• Help Desk (i.e. What to do?);

• Reporting Problems directly (i.e. Generation of Tickets);
   

Process Input

• Incident Identification & Reporting in the Prblem Management function;

• Configuration Management (information about the System (e.g. Application)) - Read Only;

• Help Desk (typically Email); 

• Guidance (i.e. How to?) Read Only; and 

• Issue Change Request (CR)..

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Process Output

• Report and Inquire on Status of reported Incident / Problem;

• Update on the Status of reported Incident / Problem e.g.:

  • Closure (following Status = Installed);

  • Not Fixed (following Status = Closed);

• Information about the CI - Read Only; and

• Issue Change Request (CR).
   

Performance Indicator(s) (PI)

• Customer Level of Satisfaction (CLOS) following surveys.