O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

7.3. Internal Communication Processes and Procedures

The first section of this chapter we discussed processes that dealt with keeping the customer informed. Just as important as keeping the customer informed is keeping the ISD team informed. Internal communication processes and procedures are needed to ensure that the ISD team operates as a cohesive unit. Processes that aid in this effort are:

  • Help Desk Off-Hour Escalation

  • Team Contact List

  • Vendor Contact List

  • ISD Internal Request Procedure

  • Change Control Process

7.3.1. Help Desk Off-Hour Escalation Process

Most organizations don't have the luxury of keeping skilled technical staff on-site seven days a week, 24 hours a day. Instead, they rely on some type of on-call process to provide technical ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required