Call Center Case Study - Customer Contact Center
TABLE OF CONTENTS
1. Introduction
1.1. Company Background
1.2. Vision
1.3. Summary
1.4. Case Study Problem
1.5. Business Analysis
1.6. Project Initiation
1.7. Project Management
1.8. ITIL Processes that will Applied
1.9. Implementation Strategy, Maintenance and Closure.
Detailed ITIL Infrastructure and Services Strategy
2. Facilities
2.1. Overview/Introduction
2.2. MDF Specs
3. Schematic diagram
4. General wiring requirements
4.1. Electrical and power requirements
4.2. Voice and data jack location requirements
4.3. Power plant and related HVAC requirements
5. Generator information
6. UPS system
7. MDF environment systems
8. Physical security (access control, password, etc)
9. Telephony
9.1. Telephony infrastructure
9.2. CT Core Infrastructure
9.3. PABX / ACD Specification
9.4. Telephone Set
9.5. CMS specification
9.6. Logger specification
9.7. Workforce management
10. Telephony cabling
11. T1/E1/VOIP
12. Local lines
13. Network and Data
13.1. Overview
13.2. Network management
13.3. IP addressing
13.4. Server connectivity
13.5. Wan/LAN Routing protocol
13.6. Multicast
13.7. Device interconnectivity
13.8. IOS
13.9. QOS
13.10. Security
13.11. Internet
13.12. Access layer network
14. Server infrastructure
14.1. Overview
14.2. NT/Intel Server
14.3. Unix
14.4. Server Connectivity
14.5. Server inventory listing
15. Application development
15.1. Introduction
15.2. Overview
16. Workstations
16.1. Overview
17. Software (agent, support, OS requirement, etc.)
18. Printer/Fax/Scanner
19. Business continuity plan
19.1. BCP document
20. CT Technical Expertise
21. CT Table Of Organization
21.1. CT TO
22. CT KPI/SLA
23. What was learned?
24. References
1. Introduction
1.1. Company Background
Source 1 HTMT’s mission is to develop unique, flexible, world-class customer solutions for our clients through personal collaboration,
1. Introduction
1.1. Company Background
1.2. Vision
1.3. Summary
1.4. Case Study Problem
1.5. Business Analysis
1.6. Project Initiation
1.7. Project Management
1.8. ITIL Processes that will Applied
1.9. Implementation Strategy, Maintenance and Closure.
Detailed ITIL Infrastructure and Services Strategy
2. Facilities
2.1. Overview/Introduction
2.2. MDF Specs
3. Schematic diagram
4. General wiring requirements
4.1. Electrical and power requirements
4.2. Voice and data jack location requirements
4.3. Power plant and related HVAC requirements
5. Generator information
6. UPS system
7. MDF environment systems
8. Physical security (access control, password, etc)
9. Telephony
9.1. Telephony infrastructure
9.2. CT Core Infrastructure
9.3. PABX / ACD Specification
9.4. Telephone Set
9.5. CMS specification
9.6. Logger specification
9.7. Workforce management
10. Telephony cabling
11. T1/E1/VOIP
12. Local lines
13. Network and Data
13.1. Overview
13.2. Network management
13.3. IP addressing
13.4. Server connectivity
13.5. Wan/LAN Routing protocol
13.6. Multicast
13.7. Device interconnectivity
13.8. IOS
13.9. QOS
13.10. Security
13.11. Internet
13.12. Access layer network
14. Server infrastructure
14.1. Overview
14.2. NT/Intel Server
14.3. Unix
14.4. Server Connectivity
14.5. Server inventory listing
15. Application development
15.1. Introduction
15.2. Overview
16. Workstations
16.1. Overview
17. Software (agent, support, OS requirement, etc.)
18. Printer/Fax/Scanner
19. Business continuity plan
19.1. BCP document
20. CT Technical Expertise
21. CT Table Of Organization
21.1. CT TO
22. CT KPI/SLA
23. What was learned?
24. References
1. Introduction
1.1. Company Background
Source 1 HTMT’s mission is to develop unique, flexible, world-class customer solutions for our clients through personal collaboration,
References: ITIL Foundation version 2 and version 3 Training and Certification kit from HP Education Services, Philippines Effective IT Service Management by Rob Addy