March 19, 2008
How will we handle incidents coming directly to Tier 2?
End users may continue to use old channels (phone, e-mail) instead of contacting the HD. How will that be handled?
Posted by ajsteven at March 19, 2008 02:24 PM
When we did our “as-is” analysis we identified multiple incoming channels for incidents. We also learned that MAIS teams do not all handle these is the same way. This led to two decisions. One was to provide MAIS staff that are members of a Support Group the ability to enter new incident records. The second was to train support staff on the end-to-end process so that they had the information they needed to enter the incident themselves. There will be some teams that will route all calls to the MAIS Help Desk, which is the preferred method. Bottom line is that it is expected that all incidents be recorded in MAISAid regardless of where they originate from.
Posted by: ajsteven at March 20, 2008 10:37 AMLogin to leave a comment. Create a new account.