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Support Process

The document outlines Mphasis' process for handling tickets received through ServiceNow. It involves initial analysis, determining if more information is needed, potential solutions like code changes or enhancements, testing, and migration to production once approved. Status updates are provided to ServiceNow throughout the process.

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vaniramesh
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
153 views

Support Process

The document outlines Mphasis' process for handling tickets received through ServiceNow. It involves initial analysis, determining if more information is needed, potential solutions like code changes or enhancements, testing, and migration to production once approved. Status updates are provided to ServiceNow throughout the process.

Uploaded by

vaniramesh
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Mphasis

START

CBRE

Analysis
Ticket received from Service Now

Data Fix

Basic Analysis

Basic Analysis

S
E
R
V
I
C
E
N
O
W

Need
reschedule
?

Basic Analysis

Basic Analysis

More Info
Required?

Check in ORACLE
for solution

Change status to
Pending User

Notify admin to
execute Script in
MGR/UAT

Raise SR with
ORACLE

Request created to give


estimate for fix

Code Change

Prepare Script

Give the possible


solution

Enhancement

Incident/ Maintenance

Defect

Job Abend

Give LOA for fix

Approval by governance
team

Enhancement created on
behalf of the request

Start Coding

Perform Unit
Testing

Check for POC


and work on it

Unit Testing Passed

Get more information from


BSA

Y
Create incident for
PSJOBS login

Y
Create TDD, TWT, Unit Test result
document and migration Plan

Need
reschedule
?

N
Create STAT CSR number

Assign CSR to a resource for technical


review of the documents

Prepare RCA
document and upload
in sharepoibt

Migrate CSR to TST and notify BSA for


testing

Notify BSA for User testing

Approved by BSA

Y
Move to Production

Notify BSA for testing and change service


now status to Pending User

Approved by BSA

Y
Create KEDB and Change the ticket
status to Resolved

Notify admin to migrate CSR to UAT

S
E
R
V
I
C
E
N
O
W

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