Livoa LogoLivoa
USER
CHATBOT
L1 ANALYST
L2/L3 EXPERT
MANAGER

COMMUNICATIONS

SECURITY TEAM

COMPLIANCE
Reports
Issue
Creates Ticket
Auto-Classifier
SLA Timer Active
Gather Info
Priority Set
KB Search
Self-Service
Auto-Close
Send Survey
User Updates
SLA Monitor
Escalation
Alerts
Review Ticket
& History
Manual
Diagnosis
L1
Resolves?
Root Cause
Analysis
Solution
Development
Vendor
Coordination

KB Article Creation

Major Incident:
Change Coordination

Process Improvement

Informed of
Resolution
Status Updates
During Work

Final Notification

Security
Investigation
Forensics
& Containment
Audit Trail
Logging

INC

by Ashwani

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