Livoa LogoLivoa

MOL service manager

IT Lead

TRI service manager
Service coordination


• monthly performance

• escalation

• change management

MOL Service Desk

TRI Service Desk


SNOW ticketing

MOL local on-

site teams

MOL Service Stations

Slovenia

Slovakia

Poland

TRI


Network

operation team 1

TRI


Network

operation team 2

TRI


Network

operation team 3

Incident / requ. report
WOT
WOT
Incident


requ.

report

Level 1: MOL Service Desk → First-line Support (quick fixes, e.g. call center level)
Onsite support (physical presence required)
Level 2 and 3: TSI Solution Teams (deeper technical troubleshooting)

Client Service Manager

TSI Service Delivery Manager

TSI Service Desk

SNOW ticketing

TSI

Solution Team 1

TSI

Solution Team 2

TSI

Solution Team 3

Service coordination


• Monthly Performance Report

• Escalation Management (contractual disputes, non-technical escalations)

• Change Management Coordination (for change requests)

Service Operating Model

by máté

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