Attachment E: Escalation Contacts

Attachment E: Escalation Contacts

The following people are contacted when the Problem Resolution Targets are exceeded:

Critical Problems:

Problem Severity

People to Contact

Customer Management

Paul Bardanis

IT Senior Management

Satina Kullmann

Customer

Nicole Sano

IT Functional Support

Jonathan Matthews

IT Applications Dev. Mgr.

Nicholas Tardugno

IT ISD Manager

Albie DiPasquale

IT ISD Help Desk Mgr.

Benjamin Sano

Major Problems:

Problem Severity

People to Contact

IT Functional Support

Jonathan Matthews

IT Application Dev. Mgr.

Nicholas Tardugno

IT ISD Manager

Albie DiPasquale

IT ISD Help Desk Mgr.

Benjamin Sano

Document Revisions Record:

Change Description

Requester

Date

Figure B-1. An example of the full-work breakdown structure for an ISD organization.
graphics/bfig01.jpg
Figure B-2. Breakdown of program management responsibilities.
graphics/bfig02.jpg
Figure B-3. Breakdown of support services responsibilities.
graphics/bfig03.jpg
Figure B-4. Breakdown of operations responsibilities (part I).
graphics/bfig04.jpg
Figure B-5. Breakdown of operations responsibilities (part II).
graphics/bfig05.jpg
Figure B-6. Breakdown of asset planning and control responsibilities.
graphics/bfig06.jpg
Figure B-7. Breakdown of help desk responsibilities.
graphics/bfig07.jpg


IT Services Costs, Metrics, Benchmarking and Marketing
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93

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