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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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Attachment E: Escalation Contacts

The following people are contacted when the Problem Resolution Targets are exceeded:

Critical Problems:

Problem Severity People to Contact
Customer Management Paul Bardanis
IT Senior Management Satina Kullmann
Customer Nicole Sano
IT Functional Support Jonathan Matthews
IT Applications Dev. Mgr. Nicholas Tardugno
IT ISD Manager Albie DiPasquale
IT ISD Help Desk Mgr. Benjamin Sano

Major Problems:

Problem Severity People to Contact
IT Functional Support Jonathan Matthews
IT Application Dev. Mgr. Nicholas Tardugno
IT ISD Manager Albie DiPasquale
IT ISD Help Desk Mgr. Benjamin Sano
Document Revisions Record:
Change Description Requester Date
Figure B-1. An example ...

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