Andaya, Dominic

Anselmo, Justine
Bautista, Jonathan
Macaraeg, Justin
TI001
HP - Hewlett-Packard

An American multinational information technology company headquartered in Palo Alto,

California. It developed and provided a wide variety of hardware components as well as
software and related services to consumers, small- and medium-sized businesses (SMBs) and
large enterprises, including customers in the government, health and education sectors.
The company was founded in a one-car garage in Palo Alto by William "Bill" Redington Hewlett
and David "Dave" Packard, and initially produced a line of electronic test equipment. HP was
the world's leading PC manufacturer from 2007 to Q2 2013, after which Lenovo remained
ranked ahead of HP. It specialized in developing and manufacturing computing, data storage,
and networking hardware, designing software and delivering services. Major product lines
included personal computing devices, enterprise and industry standard servers, related storage
devices, networking products, software and a diverse range of printers and other imaging
products. HP marketed its products to households, small- to medium-sized businesses and
enterprises directly as well as via online distribution, consumer-electronics and office-supply
retailers, software partners and major technology vendors. HP also had services and consulting
business around its products and partner products.
Hewlett-Packard company events included the spin-off of its electronic and bio-analytical
measurement instruments part of its business as Agilent Technologies in 1999, its merger with
Compaq in 2002, and the acquisition of EDS in 2008, which led to combined revenues of $118.4
billion in 2008 and a Fortune 500 ranking of 9 in 2009. In November 2009, HP announced the
acquisition of 3Com, with the deal closing on April 12, 2010.[6] On April 28, 2010, HP
announced the buyout of Palm, Inc. for $1.2 billion. On September 2, 2010, HP won its bidding
war for 3PAR with a $33 a share offer ($2.07 billion), which Dell declined to match.

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On October 6, 2014, Hewlett-Packard announced plans to split the PC and printers business
from its enterprise products and services business. The split closed on November 1, 2015, and
resulted in two publicly traded companies: HP Inc. and Hewlett Packard Enterprise.

Hewlett Packard Enterprise, an enterprise-focused product and service organization

HP Inc., Hewlett-Packard's computer and printer business

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HP SERVICE REQUEST TO RESOLUTION

Title: Submit Service Request
Summary: This use case describes the steps associated with submitting request by the user or
requester.
Actors:
1. User or Requester submit/file a service request
2. Request Coordinator analyze the service request submitted filled by the User or
Requester and send Service Request ID.
Creation Date: June 16, 2016

Date of Update: June 23, 2016

Version: v1.0

Person in Charge: Jonathan Bautista

Flow of events:
Precondition/s:
1. The User or Requester should be logged in already to the HP Service Manager
Main Success Scenario:
1.
2.
3.
4.
5.

System displays the Submit a new Service Request Page.

User or Requester choose service request type on the dropdown menu.
User or Requester fill out all the necessary fields of filing a service request.
User or Requester click Next button.
System displays summary of your information and all the related service request to the
newly filled service request title and description.
6. User or Requester click Submit Service Request button.
7. System will redirect to successfully created service request, display other information
about service request, display a message about submitting a feedback, display link to
submit a feedback and display an Upload button to Attach any screenshots, log reports
and other pertinent files about your submitted SR.
8. User or Requester click Done button to complete the submission request.
9. System will redirect you to Submit a New Service Request Page.
10. Service Request Coordinator emailed Service Request ID and summary of user or
requester information to the user or requester.
11. User or Requester receive the SR summary email.
Alternative Sequences:
A4. User or Requester click Cancel button.
1. User or Requester will redirect to Service Request Dashboard Page.
A6a. User or Requester click the Title of the related service request.
1. User or Requester will redirect to that Service Request Detailed Page
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A6b. User or Requester click Cancel Submit Service Request button.

1. User or Requester will redirect Service Request Dashboard Page.
A6c. User or Requester click Previous button to update some information.
1. Resumes the use case at Step 2 of the Main Success Scenario.
A8. User or Requester click Upload button.
1. System will display pop-up file selector.
2. User or Requester select file and click Open Button.
3. Resumes the use case at Step 9 of the Main Success Scenario.
Post condition/s:
1. User or Requester successfully filed a service request.
2. Service Request Coordinator emailed the Service Request ID to the User or Requester.

Title: Validate Service Request

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Summary: This use case describes the steps associated with validating the service request
filled/ submitted by the user or requester.
Actors:
1. Service Request Coordinator analyze the service request submitted/filled by the User
or Requester
Creation Date: June 16, 2016

Date of Update: June 23, 2016

Version: v1.0

Person in Charge: Jonathan Bautista

Flow of events:
Precondition/s:
1. The Service Request Coordinator is identified by the System and is authorized to
perform the Service Request validation.
2. The user has already submitted service request.
Main Success Scenario:
1.
2.
3.
4.
5.

System will display newly submitted service requests.

Service Request Coordinator click Service Request ID
System will display detailed information of the newly submitted service request.
Service Request Coordinator triage and analyze the new service request.
Service Request Coordinator click Submit Service Request button for request logging
button.

Alternative Sequences:
A4. Service request is invalid
1. Service Request Coordinator will email the user or requester about the invalidation of the
service request and request the user or requester to update the submitted service
request using the Service Request ID emailed by the Service Request Coordinator.
2. User or Requester receives the Service Request Invalidation email.
3. User or Requester click Service Request ID link.
4. User or Requester updated the submitted service request.
5. User or Requester click Save button to update the SR details.
6. Resumes the use case at Step 4 of the Main Success Scenario.
Post condition/s:
1. Service Request Coordinator already analyze and the service request is valid.

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Title: Record Service Request

Summary: This use case describes the steps associated with recording the valid service
request.
Actors:
1. Service Request Coordinator record the valid service request and assign the service
request to the correct group.
Creation Date: June 16, 2016

Date of Update: June 23, 2016

Version: v1.0

Person in Charge: Jonathan Bautista

Flow of events:
Precondition/s:
1. The Service Request is already validated by the Service Request Coordinator
Main Success Scenario:
1. Service Request Coordinator group service request by service request category/subcategory based on the type of request being fulfilled.
2. Service Request Coordinator records all relevant information of the request so that a full
historical record is maintained.

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3. Service Request Coordinator identify prioritization code/level by both the urgency of the
request (how quickly the business needs to have it fulfilled) and the level of impact it is
causing.
4. Service Request Coordinator assigns the recorded service request to the proper
team/group/person that will fulfill the service request.
5. Service Request Coordinator click Save button to keep the service request to catalog.
6. System will save the submitted SR to catalog.
Post condition/s:
1. Service Request Coordinator already recorded the service request and assigned to the
proper team.

Title: Authorize Service Request

Summary: This use case describes the steps associated with authorizing the recorded service
request.
Actors:

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1. Service Request Approver reviews, confirms, and approves/rejects Service Request

details.
Creation Date: June 16, 2016

Date of Update: June 23, 2016

Version: v1.0

Person in Charge: Jonathan Bautista

Flow of events:
Precondition/s:
1. The Service Request Approver is identified by the System and is authorized to perform
the Service Request authorization.
2. The Service Request recorded by the RS Coordinator
3. The Service Request assigned to the proper team by the RS Coordinator
Main Success Scenario:
1. System will display Service Request catalog of newly recorded requests.
2. Service Request Approver will click Service Request ID of newly recorded service
request on catalog.
3. System will display detailed information of service request selected.
4. Service Request Approver identify if the Service Request needs a more rigorous
authorization.
5. Service Request Approver reviews/authorize Service Request details.
6. Service Request Approver click Forward Service Request button to send the service
request to the assigned team/person for the execution.
7. System display a successful message of forwarding the service request.
Alternative Sequences:
A1. Service Request Approver identified that service request is a simple request
1. Resumes the use case at Step 6 of the Main Success Scenario.
Post condition/s:
1. Service Request Approver authorized the request
2. Service Request Approver passed request to the assigned team/person for the
execution.

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Title: Fulfill Service Request

Summary: This use case describes the steps associated with fulfilling the authorized service
request.
Actors:
1. Service Request Analyst carries out one or more activities in the fulfillment of Service
Requests and updates the records to show that activities have been carried out
correctly.
2. Service Request Coordinator monitor the Service Request Level Target and looks up
the execution progress of request tasks.
Creation Date: June 16, 2016

Date of Update: June 23, 2016

Version: v1.0

Person in Charge: Jonathan Bautista

Flow of events:
Precondition/s:

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1. The Service Request Analyst is identified by the System and is authorized to perform the
Service Request fulfillment.
2. The Service Request has already authorized by the Service Request Approver
Main Success Scenario:
1. System will display list of authorized service request.
2. Service Request Analyst click the Service Request ID to see the detailed information of
service request.
3. System display a detailed information of authorized service request.
4. Service Request Analyst executed the request tasks defined in the request model.
5. Service Request Analyst Click Submit Fulfillment Result/Resolution button to send
Fulfillment Result/Resolution to the Service Request Coordinator.
6. System display a successful message of sending the Fulfillment Result and Resolution.
7. Service Request Coordinator click the Service Request ID to see the detailed
information of Fulfillment Result/Resolution.
8. Service Request Coordinator identified that request is fulfilled.
9. Service Request Coordinator submits the resolution to the Service Request Manager for
the request review.
10. System display a successful submission message.
Alternative Sequences:
A4. Service Request Analyst need additional information for request execution
1. Service Request Analyst email the user or requester for the additional information
needed in request execution
2. User or requester receive an email about request for Additional Information Needed.
3. User or requester replies to the email the additional information for request execution.
4. Resumes the use case at Step 4 of the Main Success Scenario.
A8. Service Request Coordinator identified that request is unfulfilled.
1. Resumes the use case at Step 4 of the Main Success Scenario.
Post condition/s:
1. Service Request Analyst fulfilled the request.
2. Service Request Coordinator submitted the request for review.

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Title: Review Service Request Fulfillment Result

Summary: This use case describes the steps associated with reviewing the fulfillment result of
the service request.
Actors:
1. Service Request Manager review the request fulfillment result.
Creation Date: June 16, 2016

Date of Update: June 23, 2016

Version: v1.0

Person in Charge: Jonathan Bautista

Flow of events:
Precondition/s:
1. The Service Request has already identified finished by the Service Request Coordinator
Main Success Scenario:
1. Display submitted SR fulfillment result and resolution
2. Service Request Manager reviews the request fulfillment result, including the costs for
the fulfillment activities, whether Service Level Target has been achieved, and so on.
3. Service Request Manager decides fulfillment result is satisfying and click Reviewed
button
4. System displays successful message.
Alternative Sequences:
A6. Service Request Manager decides fulfillment result is not satisfying.
1. Service Request Manager submit the request go back to the Service Request Analyst to
re-fulfill the request.
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Post condition/s:
1. Service Request Manager reviewed and decided that the fulfillment result is satisfying.

Title: Deliver Service Fulfillment Result

Summary: This use case describes the steps associated with delivering the fulfillment result of
the service request to the user or requester.
Actors:
1. Service Request Coordinator deliver the fulfillment result to the user or requester.
2. User or Requester receive the fulfillment result or the resolution and analyze if the
fulfillment result or the resolution satisfying.
Creation Date: June 16, 2016

Date of Update: June 23, 2016

Version: v1.0

Person in Charge: Jonathan Bautista

Flow of events:
Precondition/s:
1. The Service Request has already reviewed by the Service Request Manager.
Main Success Scenario:
1. System display service resolution form.
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2. Service Request Coordinator update the request fulfillment result form, including the
costs for the fulfillment activities.
3. Service Request Coordinator Click Save button to update the request form.
4. System Displays Successful Message
5. Service Request Coordinator email the user or requester for the confirmation of the
request fulfillment result.
6. User or Requester receives an email of confirmation of request fulfillment result.
Post condition/s:
1. Service Request Coordinator delivered the fulfillment result and emailed the user or
requester the confirmation of fulfillment result.

Title: Close Service Request

Summary: This use case describes the steps associated with closing the service request.
Actors:
1.

Service Request Coordinator will close the user or requester completed service
request.
2. User or Requester confirms if the result fulfillment is satisfying or not and give a
feedback on the service request process.
Creation Date: June 16, 2016

Date of Update: June 23, 2016

Version: v1.0

Person in Charge: Jonathan Bautista

Flow of events:
Precondition/s:
1. The User or Requester has already received confirmation email of SR fulfillment result.

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Main Success Scenario:

1. User or requester confirm the request fulfillment/resolution result as satisfied.
2. Service Request Coordinator send user/requester satisfaction survey to the User or
requester.
3. User or requester receive satisfaction survey.
4. User or requester fill out satisfaction survey.
5. User or requester submit user/requester satisfaction survey.
6. Service Request Coordinator receives submitted satisfaction survey.
7. Service Request Coordinator open Service Request form.
8. System displays service request form.
9. Service Request Coordinator store user/requester satisfaction survey.
10. Service Request Coordinator formally closed the fulfilled service request.
11. System displays successfully closed service request message.
Post condition/s:
1. User or Requester submitted satisfactory survey.
2. Service Request Coordinator formally closed the service request.

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Oracle Corporation is an American multinational computer technology corporation,

headquartered in Redwood City, California. The company primarily specializes in developing
and marketing database software and technology, cloud engineered systems and enterprise
software products particularly its own brands of database management systems.
The company also develops and builds tools for database development and systems of middletier software, enterprise resource planning (ERP) software, customer relationship management
(CRM) software and supply chain management (SCM) software.
With more than 420,000 customers and deployments in more than 145 countries, Oracle offers
a comprehensive and fully integrated stack of cloud applications, platform services, and
engineered systems.

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Title: Receive the service contact

Summary: When a user contacts the Service Desk, the CSR must open a help request and
receive the users service contact.
Pre-condition: The caller must be an internal employee, an outside user, a partner, or a service
provider
Actors:
1. Customer Service Representative (CSR),
2. User
Creation Date: June 23, 2009

Date of Update:

Version: v1.0
Person in Charge:
Flow of events:
1. The user file his service contact.
2. The CSR receives the users service contact.
Post-condition: A help request with a unique number provided to the user that records basic
information about the request.

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Title: Validate the customer details

Summary: After receiving the service contact, the CSR must validate the customer details.
Pre-condition: The user must already have a service request with a unique number which
records basic information about the request.
Actors:
1. Customer Service Representative (CSR)
Creation Date: June 23, 2009
Version: v1.0

Date of Update:

Person in Charge:

Flow of events:
1. The CSR validates the customer information.
2. Update the customers information on the system.
3. Display the users information.
Post-condition: The customers information is validated by the system.
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Title: Entry of the Service Request

Summary: When the customer details is already validated, the CSR then makes an entry of the
users service request.
Pre-condition: The user must already have a service request with a unique number which
records basic information about the request.
Actors:
1. Customer Service Representative (CSR)
Creation Date: June 23, 2009
Version: v1.0

Date of Update:

Person in Charge:

Flow of events:
1. The CSR determines if the service request is being supported.
2. The CSR enters the service request.
3. Inform customer.
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Post-condition: The customers request is entered in the system.

Title: Identification of the solution

Summary: When the service request is already entered, the CSR should determine the solution
and the time frame that the request should be resolved.
Pre-condition: The CSR has determined the supportability of the request.
Actors:
1. Customer Service Representative (CSR)
Creation Date: June 23, 2009
Version: v1.0

Date of Update:

Person in Charge:

Flow of events:
1. The CSR search a knowledge base to resolve and expedite the service request.
2. The CSR determines the time frame for the solution.
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3. Inform the customer.

Post-condition: The solution to the service request has already been determined with a time
frame.

Title: Resolve user request

Summary: After the CSR identifies the appropriate solution, he is now ready to resolve the
service request.
Pre-condition: The solution to the service request has already been determined with a time
frame. Actors:
1. Customer Service Representative (CSR)
2. Service Request Resolve Team
Creation Date: June 23, 2009
Version: v1.0
Flow of events:

Date of Update:

Person in Charge:

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1.
2.
3.
4.
5.

Identification of the correct service fulfillment procedure.

Start of the fulfillment procedures.
End of the fulfillment procedures.
Delivery of the fulfillment procedures.
Determining if the incident has been resolved.

Post- condition: The users service request is successfully resolved and fulfilled.

Title: Confirm resolution and close the request

Summary: After the service request has been fulfilled, you must confirm that the request has
been resolved and then close the request in this process.
Pre-condition: The request was fulfilled and the incident has been resolved.
Actors:
1. Customer Service Representative (CSR), User
Creation Date: June 23, 2009
Version: v1.0
Flow of events:

Date of Update:

Person in Charge:

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1.
2.
3.
4.
5.

Verifying successful fulfillment.

Send user satisfaction survey.
Submit user feedback.
Save the user feedback.
Update the service request status as Closed.

Post-condition: The request is now closed.

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Anselmo, Justine Aeron G. and Andaya, Dominic Clint

DELL
Dell Inc. is an American privately owned multinational computer Technology Company based
in Round Rock, Texas, United States, which develops, sells, repairs, and supports computers
and related products and services. Eponymously named after its founder, Michael Dell, the
company is one of the largest technological corporations in the world, employing more than
103,300 people worldwide. From unconventional PC startup to global technology leader, the
common thread in Dells heritage is an unwavering commitment to the customer
Dell sells personal computers (PCs), servers, data storage devices, network switches, software,
computer peripherals, HDTVs, cameras, printers, MP3 players, and electronics built by other
manufacturers. The company is well known for its innovations in supply chain
management and electronic commerce, particularly its direct-sales model and its "build-to-order"
or "configure to order" approach to manufacturingdelivering individual PCs configured to
customer specifications. Dell was a pure hardware vendor for much of its existence, but with the
acquisition in 2009 of Perot Systems, Dell entered the market for IT services. The company has
since made additional acquisitions in storage and networking systems, with the aim of
expanding their portfolio from offering computers only to delivering complete solutions for
enterprise customers.
Dell was listed at number 51 in the Fortune 500 list, until 2014. After going private in 2013, the
newly confidential nature of its financial information prevents the company from being ranked by
Fortune. In 2015, it was the third largest PC vendor in the world after Lenovo and HP. Dell is
currently the #1 shipper of PC monitors in the world. Dell is the sixth largest company in Texas
by total revenue, according to Fortune magazine. It is the second largest non-oil company in
Texas behind AT&T and the largest company in the Greater Austin area. It was a publicly
traded company (NASDAQ: DELL), as well as a component of the NASDAQ-100and S&P 500,
until it was taken private in a leveraged buyout which closed on October 30, 2013.

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Title: List down Clients data fast and its request

Description: When a client contacts customer support, the Client must request for customer
support, then the customer support representative will list information about the client's data and
the concern of the client.
Pre-condition: the caller should be user, an employee or an associate
Actors: Customer Service Representative (CSR), User
Flow of events:
1
2
3

Customer support is requested by the user

CSR Records the clients information and concern of the client
Client will receive a code

Post-condition: A specific code is assigned per user that will record information about the user

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Title: categorize and Maintain Service of request

Description: Client identify if the company supports the type of service request
Pre-condition: CSR must confirm the user category
Actors: Customer Service Representative (CSR)
1
2
3
4

Confirm information given by the client

Confirm the category of the clients request
CSR verifies the request if it is supported by the company
Inform the user about the if the request is within the capabilities of the service

Post-condition: Intent of request in the service

Alternative Sequence:
A1. Request is beyond capabilities of the service
1. Conclusion to agree an unsupported service.
2. Update the user if the request is within the abilities of the service

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Title: Request Efficiency

Description: It is important that the requests are dealt with quickly and effectively
Pre-condition: CSR determines fi the request is viable by the service
Actors: Problem Management
Flow of events:
1
2
3

Issue the request by addressing the effects

Update the CSR
Update the client if about the approximate time, and cost of their request.

Post-condition: Understand the time limit and cost of the client

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Title: Confirm Client request

Description: When determining the class and priority of the client is done, the CSR should be
read to decide on the clients request.
Pre-condition: The group as for now
Actors: Customer Service Representative, Event Handler
Flow of events:
1
2
3
4
5
6

Customer service representative sends complete details

Confirmation of the procedure
Beginning of the procedures
End of the procedures
Distribution of the procedures
Determining if the incident has been resolved
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Post- condition: The clients request done and fulfilled

Title: Verify intent of request and finish it.

Description: When request for support is done, client should confirm what the request has
determined and finish the close request in this procedure.
Pre-condition: Clients request has been solved
Actors: CSR
Flow of events:
6. Reassuring completed contentment
7. Display the support request as Closed

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Post-condition: Clients request is finished and closed.

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