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Attachment E: Escalation Contacts - Pg. 113

Sample Service Level Agreement Problem Severity Major Ordinary Call Originator: IT Applications Development Manager: Nicholas Tardugno Call Originator: IT ISD Help Desk Manager: Benjamin Sano People to Contact 113 IT ISD Help Desk Manager: Benjamin Sano Attachment E: Escalation Contacts The following people are contacted when the Problem Resolution Targets are exceeded: Critical Problems: Problem Severity Customer Management IT Senior Management Customer IT Functional Support IT Applications Dev. Mgr. IT ISD Manager IT ISD Help Desk Mgr. People to Contact Paul Bardanis Satina Kullmann Nicole Sano Jonathan Matthews Nicholas Tardugno Albie DiPasquale Benjamin Sano Major Problems: Problem Severity IT Functional Support IT Application Dev. Mgr. IT ISD Manager IT ISD Help Desk Mgr. Document Revisions Record: Change Description Requester Date People to Contact Jonathan Matthews Nicholas Tardugno Albie DiPasquale Benjamin Sano Figure B-1. An example of the full-work breakdown structure for an ISD organization.