Escalation_Procedures_v1.1.2 - Department of Information...

Info icon This preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
Department of Information Technology Escalation Procedures Calls to the DOIT Help desk are categorized according to severity. Calls classified as Severity 1 follow an escalation process to ensure that prompt attention is given to incidents that severely impact a customer’s business. This procedure covers calls 24 hours a day, 7 days a week, including holidays. All DOIT points of contact should route customers to the Help Desk when applicable and/or call the Help Desk themselves to initiate an incident ticket, so that high severity calls are handled appropriately and there is consistent communication agency-wide about problems. Call Initiation and Incident Manager Notification Escalation and Notifications to Division Directors Problem Resolution Call Initiation and Incident Manager Notification 1. The Level 1 Technician: a. Receives call. b. Creates an Incident ticket in IMPACT. Note : In the event the IMPACT system is not available, Level 1 Technicians will utilize manual logs to facilitate the process. All information that is logged manually will be entered into IMPACT upon its return availability. c. Determines if the call is classified as a Severity 1 and needs to be escalated. 1) If yes, notify the Incident Manager 1, via cell phone, of the Severity 1 Incident. If the Incident Manager 1 is not available, contact the Incident Manager 1 Primary Backup.
Image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Image of page 2
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern