Octapharma has expressed a need to utilize the T4S Partners SureSupport Services to implement a “Lost and Stolen Devices” incident tracking and resolution process when employees lose or have stolen company devices, i.e. computers and phones. The customer needed a simple specifics form created for the customer portal, then based on the answers from that form, follow up could be performed by a service desk technician using a more elaborate specifics form written to appear only in the thick or browser clients. The Service Desk technician would conduct an interview with the customer and record their answers in the internal form. Workflow was created based on the answers from this interview which would engage one or two additional teams to complete the follow up.
Solution Approach & Summary
- Implemented changes to the Lost or Stolen device specifics form for portal view as well as default client view
- Created form for each environment
- Added the Checklist mApp for use with different types of devices which could be lost or stolen. ie Mobile devices would have a different checklist than a lost or stolen computer
- Created notifications for different security teams based on the responses recorded from the customer
Results
The prior process was complex and dependent on the technician following a series of instructions in a spreadsheet. It was difficult to track the completion of the spreadsheet tasks. It was a time-consuming process with several failure points and no automation to ensure notifications. The new process has greatly simplified: 1) reporting the incident on the customer’s side 2) capturing and acting on the information gathered by the technicians 3) the notification process for the security teams involved, through automation 4) the process and procedure for working the issues from the technician’s perspective by use of the Checklist mApp.
