March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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4.3. The Proactive Service Center
The goal of a proactive service center is to eliminate customer problems before they generate a call for service. A single point-of-contact model, shown in Figure 4-4, is still desirable.
The two primary differences between this model and those shown in Figures 4-2 and 4-3 are the single point of contact and the infrastructure monitoring tools. The single point of contact means that the software development group and the telecommunications group now receive problem reports and requests through the service center. This enables two-way communication between the service center and the groups that are not part of the dedicated service center staff. Reports of defects and other problems or support requests from customers ...
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