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How to enable end users to escalate requests outside of newScale - end user view of delivery plan

How do you communicate to end users in a large organization, the procedures for escalation a request that is late or urgent. The views of the delivery plan available to users don't give them muche detail about who is doing the work.

I'm curious how other people communicate the escalation procedures - per service - to the end users that submit them?  for instance, our unix admin team is pretty swamped and not meeting their OLAs reliably.  They want to provide a way for the Appdev/IT users to know how to escalate requests that are late and urgent/important. 

When a user submits a unix admin service on a req, if the user knows where to look in myservices, they can see the delivery plan, but enough detail to know who is doing the work. (we submitted an enhancement request a while ago to provide an options for a "full disclosure" view of the delivery plan).   Even if they have enough access to service manager to find the req number and see the service manager view of the delivery plan, they still only see the service team/queue name, which might not be enough info for them to make a call or send an email.

We are discussing a few options and was curious what others are doing:

1.  Update the Service description to include a contact distribution list for the fulfillment team (for requests with simple plans) or the service owner team for complex delivery plans.
2.  Create a custom email template to be sent at start of delivery plan.  Ccurrently we have a generic email that covers most requests, but are thinking of creating emails that provides service-specific escalation information. 
3.  Create an intranet page with escalation information by service, and perhaps including this as a link off the myservice home page or the service description.  

 

 The scope of this question is more around infrastructure requests that are fulfilled by centralized groups, not how end users escalate phone or computer requests.  Our service-desk generally not involved in support of infrastructure requests, although they woudl probably be the escalation point for end-user requests

-Brian
running 2009.sp2

  • Intelligent Automation
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New Member

How to enable end users to escalate requests outside of newScale

create a CSI program (from ITIL) that will be empovered to fix the issues with Unix admins, ie hire more people.

Dont fix process issues with technology, fix the process itself

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