Standard Operating Procedure: World Wide Technology Ticket Requests

Purpose: To establish guidelines on how Glider will respond to specific requests from World Wide Technology users. This should be applied to all requests received through the 24-hour chat bot and via the support email address. 

Definitions

RM: WWT Resource Manager (Internal Recruiter in Glider) 

TS: WWT Technical Screener (Hiring Manager in Glider) 

Enhancement: Request from a WWT user to improve the Glider system and/or process 

Procedure

1. In the occurrence of a WWT user (RM or TS) requesting a system enhancement, the Glider support team will provide instruction to the user to direct the request to WWT’s Services Business Systems team via a ServiceNow Incident. 
   1. Example Template Response: Thank you for submitting the enhancement request. World Wide Technology has instructed all system and process enhancement requests be submitted via ServiceNow ticket through the WWT Services Business System’s team first for review. 

1. In the occurrence of a WWT user (RM or TS) requests the creation of a new assessment by the Glider team. The Glider team will provide instruction to the user to direct the request to WWT’s Services Business System via s ServiceNow incident. 
   1. Example Template Response: Thank you for submitting an assessment creation request. World Wide Technology has instructed all new assessment requests be submitted via a Team Lead through a ServiceNow ticket through the WWT Services Business System’s team first for review. 

1. In the occurrence of a WWT user (RM or TS) experiences technical issues within the tool and reaches out to Glider for assistance, the Glider team will assist the user. 
   1. Weekly logs of WWT submitted issues will be sent to WWT POC 

1. In the occurrence of a WWT user (RM or TS) contacting the Glider support team outside of US CST, the Glider support team will assist the user regarding any potential issue that may be prohibiting them from completing their task.
   1. Enhancement requests submitted outside of US CST should be redirected back to the WWT team. 
   2. All international request responded to should be logged and provided to WWT in the weekly log cadence. 

World Wide Technology Account Contacts 

Ellen Clegg (ellen.clegg@wwt.com) – Enhancements, logs, Glider upgrades, outage notices

Anna Schmidt (Anna.Schmidt@wwt.com) – Functionality & log in issues, logs, outage notices, Glider upgrades