04c - Tier 2 Incident Resolution

Even the most effective proactive IT management cannot completely avoid incidents. When an IT service is interrupted for your clients, they expect an organized response focused on restoring service within agreed upon service levels. Module 04c, Tier 2 Incident Resolution, provides the process framework for incident diagnosis, troubleshooting, and service restoration. It includes procedures for escalation internally, to vendors, and to 3rd parties. Throughout this process module, the focus is on effective communication with the client, accurately setting expectations and providing updates on service restoration.

• Improved SLA compliance through tightly monitored incident resolution workflow

• Effective client communications, reducing frustration during service interruptions

• Coordinated efforts with well-defined escalation management

• Module overview plus 10 pages of detailed 11 x 17" process maps in hard copy and PDF format

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