Asynchronous (offline) activities support

Diagram

Input(-s)

• Virtual class is launched
• A teacher(trainer, professor) is ready
• Tech staff is ready
• Support tools are ready (i.e. Helpdesk system, support contacts by e-mail, in messengers, etc.)

Activities

• Requests or Incidents raised
• Incident solving

Output(-s)

• Solved Requests and Incidents

Critical are solved in Online mode

Non critical may be solved later

Roles

• Technical staff member
• Teacher(professor, trainer)
• Student

Value

• Online class is delivered

Items to be taken into consideration

• Quick, convenient request tools (i.e. online form, messenger chat/group, etc.)
• Technical staff to be online
• Online access for technical staff
• Different time zones
• SLA targets