Diagram Examples from Real Visitor Prompts

he current process works as follows: Clients submit support tickets via email, phone, or a web portal. A customer service agent logs the ticket and assigns a priority level. The ticket is assigned to a technical support agent based on availability. The technical support agent investigates and attempts to resolve the issue. If specialised knowledge is required, the ticket may be reassigned to a senior technician. Once resolved, the ticket is closed, and the client is notified. Management wants to improve this process to enhance customer satisfaction, reduce resolution time, and optimise resource allocation. PART 1 QUESTION 1 PROCESS ANALYSIS (Marks: 30) (a) Identify all stakeholders involved in the help desk ticket management process. (5) (b) Document the current "as-is" process in detail, including decision points and interactions between departments. (10) (c) Analyse the inefficiencies, bottlenecks, and challenges in the current process. (10) (d) Outline key performance indicators (KPIs) that should be measured to determine process effectiveness. (5) PART 1 QUESTION 2 PROCESS MODELLING (Marks: 40) In answering the questions. Your diagrams must include: Proper use of swimlanes to represent different departments/roles. Appropriate start and end events. Gateways for decision points. Message flows between different participants. Exception handling for common issues. (a) Create a BPMN diagram representing the "as-is" help desk ticket management process.

A BPMN diagram of a purchase-order approval process across three lanes: requester submits a PO, manager reviews and approves or rejects, finance releases payment

A BPMN diagram of a purchase-order approval process across three lanes: requester submits a PO, manager reviews and approves or rejects, finance releases payment