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Chapter 7. Service Delivery > Work Restoration

7.2. Work Restoration

After determining and documenting the problem, the work restoration process begins. To return service as quickly as possible to the client, it may be necessary to provide the customer with a problem bypass. A problem bypass, or workaround, is a partial or complete circumvention of a problem prior to final resolution of the problem. Problem bypass varies, depending on the type of problem. For example, if the problem is a server down, then a hot backup server may already be in place and the customer may not have even noticed that his or her server was down—the bypass occurred automatically. Other problems may have simple workarounds available that are documented in the knowledge base . In these cases, the customer is provided with a workaround so they can continue to work until the root problem is resolved. A typical example is that a customer's default network printer is down, so they are instructed on how to use a different network printer until their printer is repaired.

Work restoration is the process the service center implements to resolve customer problems. It requires that agents clarify problems and then find and apply solutions or workarounds. A service center needs to establish processes to ensure that agents take all of the necessary steps to resolve the customer's problem, and then document that knowledge for the benefit of all other users. In a multitier service center model, defining the work restoration process is even more important because tickets are passed from tier to tier and group to group. This is important to ensure that agents take all the necessary steps prior to escalating the problem to another agent. Not only do work restoration processes need to be developed for each tier, thorough escalation procedures must be included as well.


  

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