Newbie Problem / Incident Management
For quality management purposes ISO 9001... We value your contributions.

http://tinyurl.com/problem-incident-management

Video: The ISO 9001 Family - Global Management Standards
http://www.youtube.com/watch?v=GdUPyUlKrAQ

Next to our feedback surveys that explore "your level of satisfaction" at certain singular points of time, this ticket form captures Problems / Incidents that occur to you as Second Life Newbie (as out-world and in-world beginner).

Goal: In the course of achieving higher capability maturity levels in a continuous improvement process on our part, this ticket form serves to shorten the time and cost of your learning curve at increased quality, and to enhance virtual quality transitioning to a plateau of productivity.

1. This ticket-creating form refers to Problems / Incidents in the following Key Process Areas.

1.1 A Key Process Area (KPA) identifies a cluster of related activities that, when performed collectively, achieve a set of goals considered important.

1.2 The goals of a key process area summarize the states that must exist for that key process area to have been implemented in an effective and lasting way. The extent to which the goals have been accomplished is an indicator of how much capability the organization has established at that maturity level. The goals signify the scope, boundaries, and intent of each key process area.

1.3 Thirteen Key Process Areas and their Goals:

- Your Virtual Kickoff (Goal: To ensure Newbie feedback and quick support response)

- Your Second Life Registration (Goal: To ensure operational Newbie registration)

- Your Enabling (Goal: To ensure for proper Newbie configuration, entry, and basic start-up skills)

- Your Help Desk (out-world, in-world) (Goal: To ensure out-world / in-world service management and support)

- Your In-World Orientation Booth (Goal: To provide basic Newbie skills and knowledge needed for event participation)

- Your First Linden Dollars (Goal: To provide for initial financial resources)

- Your Skill Building Center (Goal: To provide a domain for further skill building, and according course modules as based on client requirements)

- Help Desk Check-In / Briefing (Goal: To provide for course requirements, content, scheduling, and landmark information; operational check of Newbie event skills, in-course Trainer service and support, out-world / in-world Newbie service and support, disaster recovery)

- Teaching and Learning (Goal: To provide for quality training services, and according course modules and events as based on client requirements)

- Help Desk De-Briefing (Goal: To collect firsthand information about Newbie problems and incidents, Trainer and course feedback, course follow-up tasks, evaluation, continuous improvement)

- Sharing (Goal: To provide for shared resources)

- Newbie Social Interaction / Getting Immersive (Goal: To provide for cultural activity for Newbies)

- Communities (Goal: To provide for social networking, places to see, and things to do)

You may read more details about Key Process Areas and their Goals at this Virtual Help Desk introduction: http://second-life-tool-ranking.ning.com/group/virtualhelpdesks

2. The remedy of a Problem or Incident includes Common Features and Key Practices:

2.1 Common Features: Common features include practices that implement and institutionalize a key process area. There are five types of common features: Commitment to Perform, Ability to Perform, Activities Performed, Measurement and Analysis, and Verifying Implementation.

2.2 Key Practices: The key practices describe the elements of infrastructure and practice that contribute most effectively to the implementation and institutionalization of the Key Process Areas.

In other cases, please use these forms:
Recommendations for Continuous Improvement of Virtual Learning Processes:
http://tinyurl.com/recommendation-improvement
Recommendations for Continuous Website Improvement
http://spreadsheets.google.com/viewform?formkey=clh4QXdjSWhrNXNyN2tlTkMtM1BpTmc6MA..

Second Life Support http://secondlife.com/support/

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(C) 2009. e-i-consulting@web.de All rights reserved.
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What is Your Second Life Name? (first name, last name) *
E.g. John Doe
Are you reporting a Problem that you are having, or an Incident occuring to you? *
E.g. my audio does not work, or I am being attacked by vampires, or appraisal, other issue
What Key Process Area are you addressing? *
A Key Process Area (KPA) identifies a cluster of related activities that, when performed collectively, achieve a set of goals considered important. Please check KPA goals above.
Title of Your Problem or Incident *
E.g. My audio does not work, or I am being attacked by vampires
Description of Your Problem or Incident *
E.g. Please outline and describe your Problem or Incident as a paragraph text.
Impact of Your Problem or Incident *
Please choose one of the impact forms, or point to other mixed impact forms
If you choose "Other", please explain more...
E.g. other impact forms and issues, maybe even a mix of impact forms...
Who is Affected by Your Problem or Incident? *
E.g. avatars, stakeholders, roles, and people
Is an Internet link available?
E.g. to a SL landmark, website, blog, or wiki with background information
What remedy would you like to have implemented? *
Please add Common Features and Key Practices that you require, e.g. tips on how to solve the audio problem, tips on how to escape from vampire attacks.
If you want a Response to your Problem or Incident placed to your Avatar, please indicate Yes or No, or send your e-mail: *
E.g. click Yes or No, or add your e- mail to Other: john.doe@googlemail.com (recommendations generally receive a response, and an implementation date if adopted)
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