04d - Emergency Dispatch

IT management capabilities have evolved to the point where many IT incidents can be resolved remotely, without the need for dispatching an engineer to the client's site. However, when dispatch is required, your clients expect an organized response focused on restoring service within agreed upon service levels. For on-site response to high-priority incidents, the need for effective coordination and communications is heightened due to the immediate presence of the client and their concerns about the business impact of the incident. Module 800-1121-04d, Emergency Dispatch, provides the process framework for responding to high-priority incidents that require on-site technical expertise. It includes procedures for preparation, on-site resolution, provisioning of repair parts, and integration with remote engineering resources. 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 7 pages of detailed 11 x 17" process maps in hard copy and PDF format

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