TABLE OF CONTENTS


1. Introduction
1.1. Company Background
1.2. Vision
1.3. Summary
1.4. Case Study Problem
1.5. Business Analysis
1.6. Project Initiation
1.7. Project Management
1.8. ITIL Processes that will Applied
1.9. Implementation Strategy, Maintenance and Closure.

Detailed ITIL Infrastructure and Services Strategy

2. Facilities
2.1. Overview/Introduction
2.2. MDF Specs
3. Schematic diagram
4. General wiring requirements
4.1. Electrical and power requirements
4.2. Voice and data jack location requirements
4.3. Power plant and related HVAC requirements
5. Generator information
6. UPS system
7. MDF environment systems
8. Physical security (access control, password, etc)
9. Telephony
9.1. Telephony infrastructure
9.2. CT Core Infrastructure
9.3. PABX / ACD Specification
9.4. Telephone Set
9.5. CMS specification
9.6. Logger specification
9.7. Workforce management
10. Telephony cabling
11. T1/E1/VOIP
12. Local lines
13. Network......

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Title: Call Center Case Study - Customer Contact Center
Approximate Word Count: 4894
Approximate Pages: 20 (250 words per double-spaced page)

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