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Incident management

Change control

Service desk

Service request management

Phone calls

All of the above

Text and social media messaging

Email

suppliers

assets

customers

CIs

Start where you are

Think and work holistically

Keep it simple and practical

Progress iteratively with feedback

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

Whenever the workaround is used

Whenever the problem is resolved

Whenever the workaround becomes a known error

Whenever the problem is prioritized

Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

Service providers are able to respond more quickly to customer needs

Bottlenecks in the service provider's workflow are identified.

The complexities of the service provider's IT systems are identified.

The service provider gains a better understanding of the customer experience.

When the cause is identified but not resolved

After analysis of error information from a supplier

When a user reports an unplanned service interruption

Alter a workaround is identified and documented