Human Process: Trouble Ticket

With all the talk about “Human Facilitator Processes“; what actually does a real one look like? The best documented example of a human process is provided by the OMG known as the “Trouble Ticket” scenario.

98-02-09_original_scenario.pdf, also see 98-03-10-TroubleTicket_Nortel.pdf, and 98-07-13-TroubleTicket_Hitachi.pdf

This is a process to allow a software company to handle a customer support issue. Continue reading