March 2000
Intermediate to advanced
208 pages
4h 31m
English
book
IT Services: Costs, Metrics, Benchmarking, and Marketing
by Anthony F. Tardugno, Thomas R. DiPasquale, Robert E. Matthews
Content preview from IT Services: Costs, Metrics, Benchmarking, and Marketing
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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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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.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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