Unit 6 exercise 1 - Unit 6 Exercise Aaron Crawford NT1230...

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Unit 6 Exercise Aaron Crawford NT1230 To: Manager Hello Sir/Madam I have looked in to the problem and I believe I have found you a solution. I have done some research and I think we can have a workable solution that will meet the needs of the department supervisors about how support tickets are being decided. Here is a list of things we can possibly do with a working policy of ticket escalation that has worked for a similar entity. Manager Escalation Process for Service Desk Tickets and Incidents Manager Escalation Process Definition This process provides supervisors and managers (or VP/Dean-designated point person) the means for requesting urgent responses (beyond the planned SLA) to specific, previously- submitted Service Desk tickets. Supervisor/manager (or VP/Dean-designated point person) submits a ticket in the Service Desk ticketing system. This is outside of the automated SLA-defined escalation process (in planning stage).
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  • Spring '14
  • Management, SERVICE DESK, escalation process

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