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Chapter 7. Service Delivery > Tier 1, 2, and 3 Problem Management Responsibilit... - Pg. 79

Service Delivery 79 Since the target resolution time for level 1 priorities is 2 hours, the tier 2 pool owner responsible for the problem must be notified as well. In this sample, the pool manager is notified if the incident is not resolved within 15 minutes of being reported. Again, this is a maximum of 15 minutes, and the pool owner could be notified sooner. In this sample, the SC manager is notified immediately, while the tier 2 pool owner is notified no more than 15 minutes later. In reality, it will probably be the other way around; that is, the tier 2 pool owner is notified immediately, and then the service center man- ager is notified only if the problem is not resolved within 15 minutes. Finally, if the ticket has been escalated to a tier 2 pool and after 35 minutes the ticket is still open, the SC manager, the tier 2 pool owner, and the tier 2 pool owner's manager are all notified. Obvi- ously, the intent is to ensure that the problem receives the attention it deserves. IT management may take action to reprioritize and shift workload so resources can be brought to bear on the prob- lem, or they may have to meet with the affected client, or both. Since the target resolution time for level 1 priorities is 2 hours, the appropriate tier 3 pool owner is notified if the incident is not resolved within 90 minutes of being reported. Again, this is a maximum of 90 minutes, and the manager could be notified sooner. If after 2 hours, the ticket is still open, the next higher level of management should be notified. This includes notification to, perhaps, the vice president or CIO level of the service center or IT depart- ment. This level of management is involved by exception, that is, when target resolution times are missed. This level of management can also be involved earlier, when it is anticipated that target resolution times will be missed. Management should reassign resources as required to address the problem and begin or pick up communications with the client. The combination of service escalation paths, escalation IRT , and priority-level notifications are key to successfully managing the service center and getting the job done for your customers. The com-