Impact & severity is a method to prioritize the incident’s Response Time and Mean Time To Service (MTTS).
The higher is the impact / severity of an incident on the business the faster response time is required and shorter MTTS. 

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Onsite JCP provides case manager a tool to schedule & dispatch CSR to perform IT works at customer’s premises. It contains four sections:

• Address & contact details
• Scheduling
• HW Device & parts 
• Customer confirmation

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Activities related to the support of the HW Devices of customers are managed in the Remote JCP (Job Control panel). Case manager assigns jobs to CSRs  together with Job Instructions. CSR performs the required activities to resolve the case and instruct back the case manager on next step.
Next step can be either another job, assigned to the same or other CSR, or close case as resolved

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Report on works performed at customer’s premises using any mobile device with web browser and Internet connection.
An add on to Microsoft CRM Mobile Express that updates the Case and Service Calendar in real time, when onsite job is completed.

[] CRM Mobile Express, reporting work details using mobile device – Click to start video 

[] Customizing Mobile Express entities and views – Click to start video 
 

Incidents are recorded in the Case Entity. Each tab in the case entity is a stage in the case resolution process. The following three videos series describes each stage in this process.

[] Case > Incident Details: Click to start video

[] Case > Jobs Allocation: Click to start video

[] Case > Billing & Close Case: Click to start video

SLA Contract is made of two parts:
Contract 
A Customer has one or more Contracts
The Contract sets out:
 - Customer’s details
 - Who to bill for services (Customer or third party)
 - Contract start and end days
 - How you will be invoiced (immediately after the case is close or at end of period)
 - Days and hours service is available
 - Service Objectives

Contract Line
Each Contract has one or more Contract Lines
The Contract Line sets out:
 - The type of services provided under the Contract Line
 - The amount to be billed for services or to be deducted from prepaid allotments (Hours, Cases, Tickets)
 - Timeline for case resolution
 - Customer Satisfaction
Learn how all the above elements of SLA Contract and contract lines come into effect in the case resolution process.

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SLA Contract Template is a simple way to create a new SLA Contracts  with a click of a button,  for ad-hoc clients that don’t have any active SLA Contract at the time when they report on new incident.

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Step by step instructions on how to set Microsoft CRM and QoS-IT to work the way you work.
The following entities require settings:
Users – Role, Work hours, User Cost, Email routing
Business Closures – Days the business is closed for public holidays and other events
Resource Groups – how to group Customer Service Representative (CSR) based on the IT services they provide customers
Services – rules on how to select resources from Resource group(s) to schedule for an IT Service
Subjects – classifying incidents and knowledgebase articles
Contract Templates – days and hours service is provided to customers
Email Template – templates used by QoS-IT
Service Catalog – listing all IT services provided by the business in Service Catalog
QoS-IT Setting – setting up QoS-IT variables

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Watch this 10 minutes video describing case resolution process from the initial stage when customer submits an incident via self-serve web portal, till resolution and customer’s satisfaction survey.
Although the video was produced with the previous version of QoS-IT, the process has not been changed.
 

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