03c - Response Matrix

The initial actions taken on a service ticket by your Service Desk may vary depending on the priority of the request and the individual or team responsible for resolution. High priority calls may require additional notification or direct handoffs where lower priority calls can be assigned directly to the engineer. Likewise, tickets involving a dispatch require different tasks than those handled by your help desk. Module 03c, Response Matrix, provides structured guidelines for initial service ticket actions based on the priority and routing of the ticket. The matrix approach used for this module simplifies the presentation of an otherwise complex array of decisions to be made.

• Higher first contact resolution rate due to more accurate ticket routing

• Improved response SLA times

• Greater client satisfaction with handoffs

• Module overview plus 3 pages of detailed 11 x 17" process maps in hard copy and PDF format

• Personalized for your company; see details and license agreement below