IT Problem Management

2.2. Managed Response Model

The managed response model is very similar, at least from an organizational perspective, to the immediate response model. There are three primary differences:

1. The customer uses alternative methods to contact the service center.

2. You have a chance to manage the assignment and completion of the requests to efficiently balance the workload.

3. You have the chance to prioritize the requests and handle them in an order other than first in/first out (FIFO), as in the immediate response model.

For example, if a request arrives via email during your peak load hour from 9:00 a.m. to 10:00 a.m., you have the opportunity to delay the response to that request until, say, 10:30, when your peak load is over and more resources are available. ...