03f - Escalation Management

When client executives get frustrated due to a lengthy IT outage or mishandled incident, the service provider's executives typically get involved to manage the crisis. Timely engagement and accurate communications are necessary to recover from a service failure and to maintain client loyalty. Module 800-1121-03f, Escalation Management, provides the process framework for ensuring timely and effective communications with client executives during a critical incident. The goal is to recover quickly from a service failure to maintain client loyalty and retention. This process module covers management engagement, ongoing incident management, and escalation closeout. Typically, this process is executed in tandem with Tier 2 Incident Resolution, which covers troubleshooting and service restoration.

• Improved communications with client executives, reducing frustration over mishandled incidents

• Effective recovery from service failures

• Greater client satisfaction with escalated incidents

• Module overview plus 4 pages of detailed 11 x 17" process maps in hard copy and PDF format

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