From the course: IT Service Desk: Management Fundamentals
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Overview of processes
From the course: IT Service Desk: Management Fundamentals
Overview of processes
- Let's pick right back up where we left off. Our technician is working on our software incident from a customer. It was at the point of escalation after trying to utilize all the knowledge resources to resolve. The technician is going to escalate via the standard operating procedures documented in the organization's incident management process. For this particular software, since it's used for processing payments, the escalation SOP instructs the technician to escalate via their service management system and also to call the application support group directly. This SOP was written based on the service level requirements from the customer. Now that the incident has been escalated, the application technician who receives the escalation will now look in the documentation and review all the notes. While reviewing the escalation, the application technician realizes that a master ticket or what some might call a problem record has been opened within the last five minutes for this…
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