A sample of the business process documentation I have designed for my employer. Specific file locations are altered for security purposes. Designs are intended to be a reference guide for IT technical support technicians. Processes allow location specialization and modification working room, while upholding department standards, goals, and intentions.

1. Outside
Department
Subprocess
Instructions
Start/End
Supervisor
Action
Process
External
Data
End User
Off-page
Reference
Decision
= Loop designated steps
= Default pathway
Legend

2. Analyze, research, &
address problem
Evaluate &
research problem
Request
External
Services
Is it
solved?
Complete Ticket
Converse with
Supervisor
In-house
solution?
Determine
action
required
Instruct
Tech
Re-assign Ticket
System
Created
Ticket
Assign Ticket
Create Ticket
for User
Personal
Encounter
Web
RequestPhone Call Email
Implement
solution
Ticket Process
Work ticket &
message user
Notify user of ticket
re-assignment
In-house
solution?
Monitor progress
if necessary

3. System
Created
Ticket
Assign Ticket
Create Ticket
for User
Personal
Encounter
Web
RequestPhone Call Email
Is computer
linked to the
network?
Continue in
“Image PC
Manually”
Boot PC to
PXE
To boot to PXE make
sure the NIC is
enabled in BIOS
Enter PXE password
Select Windows 7
image and begin
imaging process
Did the
image install
correctly?
Complete Ticket
See Word document
“How to image PC” for
in-depth details on
processes
Backup user’s
files & profile into
proper location
Network backup or to
external hard drive
Image a PC PXE
Complete
“New
Computer
Setup”
Copy user’s files from
proper locations
Network shared drive or
external hard drive
Is user profile
backed up on
network?
Continue in
“Hard drive
swap”

4. System
Created
Ticket
Assign Ticket
Create Ticket
for User
Personal
Encounter
Web
RequestPhone Call Email
Encrypt hard
drive as user
Sync email in
Outlook
Install required
printers
Install any additional
software as requested
Complete Ticket
Login as user
Run client
cycle check
Install any
missing drivers
New Computer Setup
Activate Windows
via KMS
See Word document “How
to image PC” for in-depth
details on processes
Rename PC according
to naming convention
set for building
Join computer
to Domain
Install required
software
Activate Office
via KMS
Run cmd as admin and type:
C:Windowssystem32
cscript slmgr.vbs /ato
Run cmd as admin and type: C:
Program FilesMicrosoft Office
Office15cscript ospp.vbs /act
Network location:
share.ad.xxxxxxx.edu
software$
List of software examples
in companion document
Map requested
Network Drives
Make certain software is
approved for user by
department
Via control panel
configuration manager

5. Printer Setup
In Windows Explorer
go to printS
Under “Devices and Printer”,
Right Click Printer  “Printing
Preferences”  “Basic” Tab
Select “Authentication” or
“Job Accounting Setting”
under “User Settings”
Complete Ticket
Continue in
Network Printer
Troubleshooting
Process
Enter User’s specific
numbered code as the
User Name and Dept.
Name can be left blank.
Do you know the
printer network
name?
Is the correct
network printer
name listed?
Double click correct
network printer name
Manually add printer
using IP address
Physically go to printer and
print system information page
Send a test page.Was the print
successful?
Does the
device require
a user access
code?
System
Created
Ticket
Assign Ticket
Create Ticket
for User
Personal
Encounter
Web
RequestPhone Call Email