This document outlines the different departments and functions within a company's customer service operations. It includes a front office for direct customer interactions like a call center, monitoring, and trouble ticket handling. The back office supports the front office with activities such as periodic maintenance, service monitoring, log management, change management, test protocols, installation and delivery, disaster management, and training. Engineers in the front office help customers with issues like faults and problems.

1. 3| P a g e
NOC
Software
Hardware
R&D
Training
• Call
• P.M.
• E-Mail
• Ticket
Customer
• Call Center
• Monitoring
• Trouble Ticket
Handling
• Test-Case
• Customer Care
•<==User Manaual
Front Office •Periodic and Predictive
Maintenance
•Service Monitoring
•Log Management
•Change Management
•Test Protocol
•Installation and Delivery
•User-Manaual
•Disaster Management
•<== Traning + Test Case
Back Office
Customer
Front Office
Engineer
(Help Desk)
Fault
Management
Problem
Management