Investigation

IT Services Workflow Service Request Intake

Receive service requests from
The assigned support team or
individual investigates the
users/customers via various
From Request to channels
reported issue or fulfills the
requested service.

Resolution
Resolution
Ticket Creation
Document the steps taken,
Create a ticket in the IT service
changes made, and any
management (ITSM) system for
additional information relevant
each service request.
to the ticket.

Initial Triage
Ticket Closure
Review the ticket to determine
Update the ticket status to
its priority and assign it to the
reflect the resolution or service
appropriate support team or
completion.
individual.
 IT SERVICES WORKFLOW

Ticket Creation Resolution

Create a ticket in the IT service Document the steps taken, changes

Service Request Intake management Investigation made, and any additional
information relevant to the ticket.

Receive service requests from The assigned support team or

users/customers via various individual investigates the reported
channels issue or fulfills the requested
service.
 IT SERVICES WORKFLOW
Ticket Creation Resolution
Create a ticket in the IT service management Document the steps taken, changes made,
and any additional information relevant to
the ticket.

Service Request Intake Investigation Ticket Closure

Receive service requests from The assigned support team or individual Update the ticket status to reflect the
users/customers via various channels investigates the reported issue or fulfills the resolution or service completion.
requested service.
 IT SERVICES WORKFLOW

Service Request Ticket Creation Investigation Resolution

Intake Create a ticket in the IT service The assigned support team or Document the steps taken,
management (ITSM) system individual investigates the changes made, and any
Receive service requests from
for each service request. reported issue or fulfills the additional information relevant
users/customers via various
requested service. to the ticket.
channels
 IT SERVICES WORKFLOW

Service Request Intake Ticket Closure

Receive service requests from Update the ticket status to reflect the
users/customers via various channels resolution or service completion.

Ticket Creation Resolution

Create a ticket in the IT service Document the steps taken, changes made,
management (ITSM) system for each and any additional information relevant
service request. to the ticket.

Initial Triage Investigation

Review the ticket to determine its priority The assigned support team or individual
and assign it to the appropriate support team investigates the reported issue or fulfills
or individual. the requested service.
 IT SERVICES WORKFLOW

Service Request Intake Ticket Creation Initial Triage

Receive service requests from Create a ticket in the IT service
Review the ticket to determine its
users/customers via various channels management (ITSM) system for each
priority and assign it to the appropriate
service request.
support team or individual.

Investigation Resolution Ticket Closure

The assigned support team or individual Document the steps taken, changes Update the ticket status to reflect the
investigates the reported issue or fulfills made, and any additional information resolution or service completion.
the requested service. relevant to the ticket.
 IT SERVICES WORKFLOW

Service Request Intake Investigation

Receive service requests from The assigned support team or
users/customers via various channels individual investigates the reported
issue or fulfills the requested service.

Ticket Creation Resolution

Create a ticket in the IT service Document the steps taken, changes
management (ITSM) system for each made, and any additional information
service request. relevant to the ticket.

Initial Triage Ticket Closure

Review the ticket to determine its Update the ticket status to reflect the
priority and assign it to the appropriate resolution or service completion.
support team or individual.
 IT SERVICES WORKFLOW

Service Request Intake Investigation

Receive service requests from The assigned support team or
users/customers via various channels individual investigates the reported
issue or fulfills the requested service.

Ticket Creation Resolution

Create a ticket in the IT service Document the steps taken, changes
management (ITSM) system for each made, and any additional information
service request. relevant to the ticket.
 IT SERVICES WORKFLOW

Service Request Initial Triage

Ticket Creation
Intake Review the ticket to determine its
Create a ticket in the IT service
Receive service requests from priority and assign it to the
management (ITSM) system for each
users/customers via various channels appropriate support team or
service request.
individual.

Investigation Resolution Ticket Closure

The assigned support team or
Document the steps taken, changes Update the ticket status to reflect the
individual investigates the reported
made, and any additional information resolution or service completion.
issue or fulfills the requested service.
relevant to the ticket.
 Introduction
• Addressing the Needs of Low-Income
Consumers
• A Study and Proposed Solution
• Understanding their challenges and presenting
an innovative product solution
 Interviewee Background
• • Occupation: Housewife
• • Family Size: Four to five members
• • Monthly Household Income: INR 40,000 to
50,000

• The interviewee provides insights into the

purchasing behavior and challenges faced by
low-income consumers.
 Identified Challenges and Needs
• • Price Sensitivity: Affordability is a primary
concern, with price often prioritized over
quality and brand.
• • Purchase Frequency: Necessities are bought
in smaller quantities and more frequently to
manage budgets and avoid waste.
• • Preference for Local and Fresh Products:
Local products, especially staples like milk, are
preferred for their freshness and quality.
• • Limited Access to High-Quality Products:
Budget constraints often lead to the purchase
of lower-quality alternatives.
• • Challenges with Bulk Purchases: Immediate
financial outlays for bulk purchases are
challenging.
• • Dependence on Informal Networks:
Decision-making is influenced by family
 Influence of Vulnerability on
Behavior
• • Budget Management: Careful management
of finances, often making trade-offs between
essential and non-essential items.
• • Brand Loyalty vs. Pragmatism: Willingness to
switch brands based on value for money,
despite a trust in well-known brands.
• • Impact of Advertisements: Advertisements
influence decisions, but final purchases
depend on budget constraints.
• • Dealing with Product Scarcity: Adaptability
by switching to alternative, more affordable
products.
• • Information Overload: Reliance on trusted
sources for recommendations due to
overwhelming and sometimes contradictory
information.
 Proposed Product
• • Product: An affordable, high-quality multi-
purpose flour mix combining various grains for
nutritional value.
• • Alignment: Addresses the need for
affordable, nutritious food that can be bought
in smaller quantities to manage budgets and
minimize waste.
• • Benefits: Ensures nutrition, affordability, and
convenience for low-income consumers.
 Need for the Product
• • Importance: Solving the challenge of
balancing quality and affordability is crucial for
low-income consumers.
• • Criticality: The product's nutritional value
addresses health concerns, while its
affordability fits within tight budgets.
• • Practicality: Smaller packaging sizes help
manage budgets and reduce waste, making it
highly useful for the target segment.
Thoughtfulness and Innovativeness
• • Consumer Insights: Demonstrates a deep
understanding of the pain points faced by low-
income consumers.
• • Innovative Composition: The blend of
various grains offers a unique solution
combining different nutritional benefits.
• • Practical Packaging: Smaller, affordable
packaging options cater to the financial
constraints and needs of low-income
consumers.
 Methodological Clarity
• • Interview Approach: Conducted with a low-
income consumer to gather first-hand insights.
• • Data Collection: Detailed questions covered
purchasing behavior, preferences, and
challenges.
• • Interviewee Background: A housewife in a
family of four to five members, providing a
relevant perspective on low-income consumer
behavior.
 Conclusion
• • Summary: Key insights into the challenges
faced by low-income consumers and how the
proposed product addresses these issues.
• • Reaffirmation: The multi-purpose flour mix
provides a thoughtful, innovative solution that
balances affordability, nutrition, and
convenience.
• • Value: Highlights the importance of
understanding consumer pain points and
developing products that meet their needs
effectively.