March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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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:
The customer uses alternative methods to contact the service center.
You have a chance to manage the assignment and completion of the requests to efficiently balance the workload.
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. ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.