Escalation Management Process
2011-10-09 11:21:27 20 举报Escalation Management Process
作者其他创作
大纲/内容
Y
Issue summary & update to user
Problem Management
Inform Team Lead immediately
Join regular meeting where approriate
Confirm with user
Decide further action where approriate
Raise ticket
S1/S2 ticketProblemManagement
User confirmed
S1/S2 ticket?
N
Normal Process
Receive issue update regularly
Support Management
Contact Helpdesk to escalate severity
User received Issue summary
Need escalate to S1/S2
Escalation Management Process
TL inform Manager immediately
Coordinate issue resolution
PM call Frontline for S1/S2 resolution
Y
Close ticket and Inform PM via phone call
Issue closed
In the scope of escalation matrix?
Fill issue summary sheet & send to Manager
Start
End
User
Inform/escalate to other parties if need
Support
Update issue progress regularly
Issue summary for S1/S2(RCA)
Update issue status regularly
N
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