7.3. Internal Communication Processes and Procedures

The first section of this chapter we discussed processes that dealt with keeping the customer informed. Just as important as keeping the customer informed is keeping the ISD team informed. Internal communication processes and procedures are needed to ensure that the ISD team operates as a cohesive unit. Processes that aid in this effort are:

  • Help Desk Off-Hour Escalation

  • Team Contact List

  • Vendor Contact List

  • ISD Internal Request Procedure

  • Change Control Process

7.3.1. Help Desk Off-Hour Escalation Process

Most organizations don't have the luxury of keeping skilled technical staff on-site seven days a week, 24 hours a day. Instead, they rely on some type of on-call process to provide technical ...

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