Reference no: EM133051519

Create the BPMN model to fit this scenario

Consider the following process performed by an IT helpdesk at MUN that handles requests from clients. The clients are students and staff of MUN. These requests have to be handled according to their type and their priority. The two types are basically "requests from students" or "requests from staff", and the two priority levels are "normal" or "urgent" for each type. A client calls the help desk or sends an e-mail in order to make a request. The IT helpdesk is staffed with a "Junior Representative" who is capable of resolving known problems and simple requests. When the Junior Representative does not know the resolution to a request, the request is forwarded to a more experienced "Senior Representative". It is found that 50% of the requests can be resolved easily by the Junior Representative and the remaining 50% are sent to Senior Representative. When a Senior Representative receives a request, she evaluates it and assigns it a priority level ("normal" or "urgent"). Assume that 20% of the jobs are considered as "urgent" and the rest as "normal". The job tracking system will later assign the request to a "Technical Support Staff" depending on the assigned priority level. There are two Technical Support Staff members, one handles "normal" requests and the other handles the "urgent" requests.

Once the request is assigned to a Technical Support Staff member, the request is researched, and a resolution is developed and sent back to the Junior Representative. Eventually, the Junior Representative employee forwards the resolution to the client who tests the resolution. The client notifies the outcome of the test to the Junior Representative 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 Technical Support Staff 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 technical support, it is marked as "forwarded to Technical Support" and when the resolution is sent back to Junior Representative the request is marked as "Returned to Junior Representative". 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. If you feel you need any further information like time to fix the issue by the resources, you can assume it and continue with the model.