March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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Chapter 7. Service Delivery
The service delivery process is initiated following the problem logging process, as shown in Figure 7-1. Once the customer has been validated and the problem logged, the service center must provide some solution for the request. The service delivery process can be subdivided into two core processes: problem determination and work restoration. First, service center agents must use processes and techniques to gather enough information to determine the cause of the problem. Once the problem is uncovered, agents can develop a strategy to resolve it. The strategy may involve testing one or more solutions and then applying the correct one. The problem is not considered resolved until the customer accepts the proposed solution. ...
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