Escalation Management Process
2011-10-09 11:21:27
登录查看完整内容
Escalation Management Process
举报
猜你喜欢
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
0 条评论
回复 删除
下一页
职业：暂无
作者其他创作：
Buy process
751 2012-03-16
Sick report
825 2012-03-16
Management Process
1004 2012-03-16
Kundenanfrage
2555 2012-03-16
Ship process
1559 2012-03-16
Job application
894 2012-03-16
Article avaliable
680 2012-03-16
Product Realization
1855 2012-03-16
Sponsor call
694 2012-03-16
Phone call
824 2012-03-16
Morning call
1510 2012-03-16
Sentence process
916 2012-03-16
Function analysis
1629 2012-03-16
Insurance process
1108 2012-03-16
A4 Phase Optimization Framework
2081 2012-03-16
Monitoring review dates
741 2012-03-15
Increment 3 sector
894 2012-03-15
Strategic plan
1291 2012-03-15
Recovery Analyst
825 2012-03-15
Eldora data processing flowchart
1005 2012-03-01