Remediate Consumer Front-End Issue Scenario

This scenario is triggered when an issue is raised by or through the service desk. The outcome of the scenario is restored consumer experience, normal service operations, and service delivery to the consumer within the boundaries of the Service Contract. The activities of the scenario include capturing/detecting, diagnosing, resolving, and evaluating any service interactions raised and escalated by consumers or the service desk. This might include service interactions which have been generated by users or by the service desk, and have been subsequently escalated into an Incident, requiring second or third-line handling for remediation. In cases where handling is not or cannot be performed due to operational decisions or lack of capacity, the risk of working outside of agreed boundaries will be logged and communicated with the consumer and can be input into the Evaluate value stream.