IT Services: Costs, Metrics, Benchmarking, and Marketing

Attachment E: Escalation Contacts

The following people are contacted when the Problem Resolution Targets are exceeded:

Critical Problems:

Problem Severity	People to Contact
Customer Management	Paul Bardanis
IT Senior Management	Satina Kullmann
Customer	Nicole Sano
IT Functional Support	Jonathan Matthews
IT Applications Dev. Mgr.	Nicholas Tardugno
IT ISD Manager	Albie DiPasquale
IT ISD Help Desk Mgr.	Benjamin Sano

Major Problems:

Problem Severity	People to Contact
IT Functional Support	Jonathan Matthews
IT Application Dev. Mgr.	Nicholas Tardugno
IT ISD Manager	Albie DiPasquale
IT ISD Help Desk Mgr.	Benjamin Sano

Document Revisions Record:
Change Description	Requester	Date

Figure B-1. An example ...