Last updated on Jul 27, 2024

You're managing multiple service interruptions. How do you decide which client to prioritize?

When you're in the heat of managing multiple service interruptions, your decision-making skills are put to the test. It's crucial to quickly assess the situation and prioritize clients effectively to minimize damage and restore services. Understanding the impact of the outage, the service level agreements (SLAs) in place, and the strategic value of each client can guide you in making informed decisions under pressure.

1 Assess Impact

In the face of service interruptions, assessing the impact on each client is your first step. Determine how the outage affects their business operations. Is it halting production, affecting safety, or just a minor inconvenience? Prioritize restoring services to those clients who are experiencing the most severe operational disruptions. This approach ensures that you address the most critical situations first, reducing the potential for significant financial loss or harm.

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Govind Seenappa

Service Delivery Manager| Assistant Consultant at Tata Consultancy Services
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Some of the Industry practice I can echo with is - Look at the financial, reputational, and operational impact of each service disruption. Services that affect critical business functions or customer trust should be prioritised. Services related to regulatory compliance or legal requirements may need to be prioritised to avoid penalties or legal issues.

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2 Review SLAs

Next, review the service level agreements you have with each client. These contracts specify the expected level of service and the response times for outages. Clients with higher-tier SLAs often pay more for quicker response times and may have contractual penalties in place for service interruptions. Prioritizing these clients not only aligns with your contractual obligations but also maintains trust and business relationships.

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Raul S.

Support Engineering - VoIP | Azure, Microsoft | Cloud - Digital Transformation and Innovation | Incident Management | Duty Management | Program Management
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Each customer may have different SLAs and SLOs to meet. We know each contract have specific service agreements we need to follow. Short SLAs are quite common for big customers who pay "Strategic/Premier Support", make sure you have dedicated resources for these customers in order to act as Trusted Advisors.

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3 Strategic Value

Consider the strategic value of each client to your business. Long-term clients or those with significant future potential might warrant a higher priority during service interruptions. Restoring their services promptly can reinforce their loyalty and demonstrate your commitment to their business. It's a balancing act between immediate impact and long-term business strategy.

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4 Communicate Clearly

Clear communication is essential during service interruptions. Keep all clients informed about the status of their services and your efforts to resolve issues. Prioritize transparency and frequent updates, especially for those clients who might have to wait longer for restoration. Effective communication can alleviate frustration and maintain confidence in your ability to manage the situation.

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5 Triage Effectively

Effective triage involves making quick decisions about which clients to prioritize based on the severity of the impact, SLA requirements, and strategic importance. You may need to allocate resources differently or bring in additional support to handle multiple outages simultaneously. Remember that efficient triage is about making the best use of limited resources to achieve the greatest overall benefit.

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Raul S.

Support Engineering - VoIP | Azure, Microsoft | Cloud - Digital Transformation and Innovation | Incident Management | Duty Management | Program Management
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Having someone engaged in Triage process across a Support Organization shift is critical. The Triager needs to be someone who is used to the processes and products you provide assistance. An effective Triage must be composed by: Efficiency – Getting the right work to the right place, in the right state, quickly. Quality – Providing high quality support to our customers on every raised ticket. Customer Obssesed - Cares about delivering the highest possible standard of support to our customer and knowing what it takes to deliver it.

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6 Adapt and Learn

Finally, use each service interruption as an opportunity to learn and adapt your processes. Analyze what went well and what could be improved for future incidents. This continuous improvement mindset will help you make better prioritization decisions and enhance your telecommunication services over time. It's about building resilience and preparing for the unexpected.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Raul S.

Support Engineering - VoIP | Azure, Microsoft | Cloud - Digital Transformation and Innovation | Incident Management | Duty Management | Program Management
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As Triage is in the front line of support, the role is highly relevant for product improvement. Triager can also provide feedback on trends spotted during triage effort

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You're managing multiple service interruptions. How do you decide which client to prioritize?

1

2

3

4

5

6

7

1 Assess Impact

2 Review SLAs

3 Strategic Value

4 Communicate Clearly

5 Triage Effectively

6 Adapt and Learn

7 Here’s what else to consider

Telecommunication Services

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You're managing multiple service interruptions. How do you decide which client to prioritize?

1

2

3

4

5

6

7

1 Assess Impact

2 Review SLAs

3 Strategic Value

4 Communicate Clearly

5 Triage Effectively

6 Adapt and Learn

7 Here’s what else to consider

Telecommunication Services

Rate this article

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