04f - 3rd Party Incident Resolution

As manager of your client's IT infrastructure, you will often be called upon to manage the efforts of other IT suppliers on behalf of your clients. These suppliers may include application support, ISPs, cloud solution vendors, or technology vendors. Lacking the ability to ask the right questions and knowledge of the appropriate escalation path, your clients look to you to coordinate 3rd party actions to restore service as quickly as possible. The also expect timely status updates on resolution progress. Module 800-1121-04f, 3rd Party Incident Resolution, provides a framework for working with 3rd parties to improve resolution times and increase client satisfaction. This module includes processes for ticket initiation and service restoration for two situations: (a) when the 3rd party's service ticketing system is separate from yours, and (b), when your ticketing system is integrated with the 3rd party system. This process module addresses escalation within the vendor and the capture of lessons learned from inadequate support experiences.

• Fully coordinated resolution of 3rd party actions, resulting in shorter resolution times and reduced impact for your clients

• Lessons learned documented to improve future response and interaction with 3rd parties

• Module overview plus 6 pages of detailed 11 x 17" process maps in hard copy and PDF format

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