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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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Section II: Problem Management

Services Description Specifications
Call Management Process This is the process for the recording, diagnosis, tracking, and closure of Help Desk calls. This includes the flow of information, call severity definitions, and call resolution responsibilities. This covers from initial contact by the user to problem closure. Attachment A describes the call management process flow and points of contact.

See Attachment B for Call Severity Definitions.

See Attachment F for Call Management Responsibilities
Help Desk Coverage Hours The time the Help Desk will be available to accept calls 24 hours × 7 days a week.
Call Logging This is the documenting of capture requests, symptoms, priority, contacts, and relevant ...

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