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IT Problem Management by Gary Walker

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6.4. Prioritizing Requests Overview

Clearly defined and well-understood problem priorities allow the service center to focus its resources so that the highest priority calls are handled first. Assigning priorities to calls, based on the impact of the reported problem, ensures that they are resolved in the most efficient manner. The priority will determine how quickly the service center will initially respond to a problem and will establish a target time for resolving the problem. The assigned priority is used to determine how the service center will deploy staff to address the problem and which staff to deploy. It will also determine an automatic notification and escalation schedule. Many service centers have a special team that responds immediately ...

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