Operation process flow Monitoring Alerts

Al Rajhi End Users

Network Operations Center

ITSM Email IVR
Network&Comms L1 / HO/ATM/Branches
Service Desk Groups
Central Region Western Region

Northern Region Southern Region

Issue
Confirm with the Yes Resolved
user
? Eastern Region Madina Region
End User/Branch L1 Support No

Central Region Western Region

03 Party Vendor/OEM/Other No Issue

Northern Region Southern Region Resolved
workgroup
?

Eastern Region Madina Region

Yes

Issue No Confirm with the

Resolved
user
?

Yes
Confirm with the
user
Resolve the ticket
Classification: Internal Use
 Incident Management Process flow

Start

12.Confirmed ? Closed

1A. Email/

U se r
1B.ITSM Tool
IVR

2B.Log &
Categorize No
Incident

2A.Log, Categorize
& Prioritize
Incident
Yes
S D S u p p o rt

OIM Service Desk SEDCO User Servic es HO EMV

Support Support Support Support Support Support
L e ve l 1

7.Follow
10.D iagnose &
Request 11.Issue
WO 6.INC/WO INC Troubleshoot the
Fulfillment Resolved?
Incident
process

Esc alate to Field

No
Team Lead

Other
FE-RIY FE-BUR FE-MAD FE-JED FE-DAM FE-ABH
workgroups

Y es - Goes for
User confirmation
F ie ld S u p p o rt

TL to vali date and

assign to c oncern Follow FAM
engineer
L e ve l 2

Process & Hand

over defec tive to
EJD HW Team

15.Investigate &
Troubleshoot 16.Issue
Resolved

No
Vendo r

17.Investigate the 18.Troubleshoot &

reported Inform L2 support

Classification: Internal Use