March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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9.4. Key Roles and Management Teams
The responsibilities of the coordinator are to establish and maintain the service metrics, chair the problem review team and supporting processes, and ensure problem management processes and communications are running efficiently. The key objectives are to
Identify and resolve problems that affect the performance of the service center.
Resolve tickets in exception status.
9.4.1. Ticket Exception Review Team
A team with responsibility for ticket exceptions should meet daily or, at least, weekly, depending on volume, to ensure that a backlog of open tickets does not grow out of control. The team is responsible for review of all requests in exception status. Tickets in exception status are requests that are still ...
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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.
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