CUSTOMER:
Our customer are all International Employees located in North and South America, Europe, North Africa and Asia


Trigger – customer has a PROBLEM ….
Client has two ways to report a problem:
- He can use online form ( “MY HELP” - WWW Form )
- He can call at helpdesk number – toll free of course 

Process:
Steps/Milestones:
- User report a problem (he need to provide us with some useful information like System name , his system login name, short description of a problem, his phone number, first and last name, location )

- Helpdesk is trying to resolve that problem

- If that problem is to hard to resole on the first line of support , helpdesk is sending that problem to second line of support

- Second Line can send that ticket to other group of specialists (like Lotus Notes Group, SAP support, Mainframe Solutions etc.)