Escalation_Procedures_v1.1.2 - Department of Information...

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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. If the Incident Manager 1 Primary Backup is not available, contact the secondary Backup -
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This note was uploaded on 11/19/2009 for the course NCKU Informatio taught by Professor Hero during the Spring '09 term at Accreditation Commission for Acupuncture and Oriental Medicine.

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Escalation_Procedures_v1.1.2 - Department of Information...

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