Develop a stakeholder map and explain the roles and responsibilities of the stakeholders interacting with each other an

[answerhappygod]

Develop a stakeholder map and explain the roles and
responsibilities of the stakeholders interacting with each other
and the prototype system for the business problems of the industry
scenario - from the following passage.
Consider the following process performed by a helpdesk office
that handles requests from clients. The clients are employees and
different stakeholders of a company. (You are required to choose
any industry scenario for this company). There are about 1000
clients in total. A request may be a business process related query
such as processing a customer after-sales request or an IT-related
problem that a client has, or even an access request (e.g.
requesting rights to access an IT system). Requests need to be
handled according to their type and their priority. There are three
priority levels: “critical”, “urgent” or “normal”. The current
process works as follows. A client calls the help desk or sends an
e-mail in order to make a request. The help desk is staffed with
five “Level-1” support staff who typically are junior people with
less than 12 months experience, but are capable of resolving known
problems and simple requests. The hourly cost of a Level-1 staff
member is AUD 40. When the Level-1 employee does not know the
resolution to a request, the request is forwarded to a more
experienced “Level-2” support staff. There are three Level-2 staff
members and their hourly cost is AUD 60. When a Level-2 employee
receives a request, he/she evaluates it and assigns it a priority
level. The job tracking system will later assign the request to the
same or another Level-2 staff depending on the assigned priority
level and the backlog of requests. Once the request is assigned to
a Level-2 staff member, the request is researched by the Level-2
employee and a resolution is developed and sent back to the Level-1
employee. Eventually, the Level-1 employee forwards the resolution
to the client who tests the resolution. The client notifies the
outcome of the test to the Level-1 employee via e-mail. If the
client states that the request is fixed, it is marked as complete
and the process ends. If the request is not fixed, it is resent to
Level-2 support for further action and goes through the process
again. Requests are registered in a job tracking system. The job
tracking system allows help desk employees to record the details of
the request, the priority level and the name of the client who
generated the request. When a request is registered, it is marked
as “open”. When it is moved to level 2, it is marked as “forwarded
to level 2” and when the resolution is sent back to “Level 1’ the
request is marked as “returned to level 1”. Finally, when a request
is resolved, it is marked as “closed”. Every request has a unique
identifier. When a request is registered, the job tracking system
sends an e-mail to the client. The e-mail includes a ”request
reference number” that the client needs to quote when asking
questions about the request. The helpdesk receives approximately 50
new requests per working day. The current process is known to be
error-prone. The most frequent types of errors include: • Many
requests take too long to be processed. Clients need to call often
to remind the helpdesk that their requests are still unresolved •
When the client asks what is the status of a given request,
oftentimes the helpdesk gives an incorrect answer. In other words,
the Level-1 helpdesk staff are unable to accurately determine what
is the status of every request. • When reviewing the list of open
requests, the Level-1 staff often find many requests marked as
"open", but these requests are in fact already resolved.