Global and customer operational support model

Description:

The image is a PowerPoint slide titled "Global and Customer Operational Support Model," indicating a framework for providing customer and operational support on a global scale. This slide is also labeled as 100% editable, suggesting it can be customized to suit various business needs and contexts.

1. Customer Support (Chat): 

Represents a channel for customer service provided via chat, suggesting a focus on real-time, online communication.

2. Global Support Services (GSS): 

Depicts round-the-clock global support services available 24/7/365, emphasizing a commitment to continuous availability.

3. Service Response (Alerts, Escalation): 

Refers to the process of responding to service issues, including the monitoring of alerts and the escalation procedure for addressing problems.

4. Incident Management: 

Involves processes and strategies to deal with unexpected service disruptions or issues, aiming to restore normal service operation as quickly as possible.

5. SRE (Site Reliability Engineering): 

Indicates a discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems, to create scalable and highly reliable software systems.

6. Operation Management: 

Refers to the administrative activities involved in overseeing, designing, and controlling the process of production and redesigning business operations in the production of goods or services.

7. Service Owners: 

It likely points to individuals or teams responsible for the end-to-end management and delivery of a particular service.

8. Security (SOC): 

Stands for Security Operations Center, which is a facility that houses an information security team responsible for monitoring and analyzing an organization's security posture on an ongoing basis.

"Your Text Here": A placeholder for additional content that can be tailored to the presentation's context.

The explanatory notes at the bottom clarify the acronyms SRE (Site Reliability Engineering) and SOC (System and Organization Controls), providing additional context for those elements.

Use Cases:

This support model slide can be adapted for use across multiple industries where operational support is crucial:

1. Telecommunications:

Use: Outlining customer support strategy.

Presenter: Customer Service Manager.

Audience: Service teams, management.

2. IT Services:

Use: Describing IT support and incident response.

Presenter: IT Operations Director.

Audience: IT staff, stakeholders.

3. E-commerce:

Use: Detailing support for online transactions.

Presenter: E-commerce Operations Manager.

Audience: Customer service agents, fulfillment teams.

4. Financial Services:

Use: Implementing financial platform support.

Presenter: Head of IT Security.

Audience: Compliance officers, IT staff.

5. Healthcare:

Use: Managing patient care systems.

Presenter: Healthcare IT Manager.

Audience: Hospital administrators, IT personnel.

6. Transportation:

Use: Monitoring and managing transit operations.

Presenter: Operations Controller.

Audience: Logistics staff, operational management.

7. Manufacturing:

Use: Overseeing factory automation systems.

Presenter: Plant Operations Manager.

Audience: Production supervisors, maintenance teams.