The Service Delivery Office (SDO) has implemented a self-service solution called SDO Assist using SAP Hybris Service Cloud, SAP Cloud Platform & SAP Jam for Service Request and Incident Management. This solution provides a self-help knowledge base as well as a self-service portal for Employees and Contractors of various Commonwealth Government departments.

The SDO requires an SAP partner to provide development and maintance for these products.

Service tickets are created through multiple channels, such as:

• a. Self-Service Portal: Employees and Contractors can create service tickets using a self-service portal. This will be the preferred mode of creating tickets.
• b. Email: Employees and Contractors can automatically create service tickets for a specific team by sending an email to a pre-defined email address.
• c. Phone: Employees and Contractors can create service tickets for a specific team by calling a pre-defined phone number and selecting the relevant IVR option. Agents monitoring the phone will pick up the call and create a service ticket.
• d. Manual: Agents can create service tickets manually for a specific scenario, if needed.