Below are some basic sample Support Process Maps to use as a base model for your Service Design Package.

• Please customize or design your own to fit your product or service.
• Support Process Maps can include both a diagram and step-by-step section as outlined in the examples below.
• The standard process is to create a Landing Page and a Support Process Map page in the Knowledgebase if needed.
• If you reference links in your process map, add them as hyperlinks at the bottom of the page below the diagram.
• All General Technical Support and Clinical Technical Support articles need to be added into the Michigan Medicine Help Center Knowledgebase.
• You can create diagrams with either Visio or by using Lucidchart and export them as .png or .jpg files.
      Please see: Adding Flowcharts to a Knowledge Article.
  

Request an HITS Lucidchart account via the Service Catalog

• Once you have your account you can create, share, collaborate, and save your process map(s).
• You will also be able to export and upload it to your Support Page in the Knowledgebase.

ServiceNow Knowledgebase Resources

• ServiceNow - Knowledge Articles
• ServiceNow - Knowledge Article Content Style Guide
• Training for Migrators:  HITS-40002 Knowledge Management
• Each team should also have Point People designated to assist with knowledge

Real World Examples of Support Process Maps:

MyUofMHealth Bedside - Support Process Map

Unified Clinical Communications (UCC) - Support Process Map

Microsoft Edge - Support Process Map

Pyxis - Support Process Map

Example 1

Step by Step:

Ticket / Call Comes into Service Desk

1. What is the nature of the request?
   
   • User requests access to product or service
   • User has questions about product or service
   • User experiencing issues with product or service
2. User requests access to product or service
   
   • List requirements and steps to grant access
   • Was access granted?
     
     • Yes:  Close ticket
     • No: Assign ticket to Subject Expert Support Team
3. User has questions about product or service
   
   • Check Michigan Medicine Help Center articles
   • Was question answered?
     
     • Yes:  Close ticket
     • No: Assign ticket to Subject Expert Support Team
4. User experiencing issues with product or service
   
   • List troubleshooting steps
   • Was issue resolved?
     
     • Yes:  Close ticket
     • No: Assign ticket to Subject Expert Support Team

Example 2

Step by Step:

1. User has question about or issue with
 Product / Service
   
   • User checks Michigan Medicine Help Center articles
   • Issue 
Resolved?
     
     • Yes: Issue Resolved
     • No: Ticket / Call 
to
Service Desk (Step 2)
2. Ticket / Call 
to
Service Desk
   
   • Service Desk Provides Support via Documentation or Tool
   • Issue Resolved?
     
     • Yes:  Service Desk closes ticket
     • No:  Ticket 
Escalated / Assigned 
to Subject Expert 
Support Team (Step 3)
3. Ticket 
Escalated / Assigned 
to Subject Expert
 Support Team 
   
   • Subject Expert Support Team Provides Additional Support 
   • Issue Resolved?
     
     • Yes:  Subject Expert Support Team
 Closes Ticket
       
       • 
Subject Expert Support Team Updates Michigan Medicine Help Center articles
     • No:  Subject Expert Support Team engages 
Vendor Support (Step 4)
4. Subject Expert Support Team Engages 
Vendor Support
   
   • Issue Resolved?
     
     • Yes:  Subject Expert Support Team
 Closes Ticket:  
       
       • Subject Expert Support Team Updates Michigan Medicine Help Center articles
     • No:  Subject Expert Support Team continues to work with 
Vendor Support