How do you handle complex or escalated service requests that require collaboration or escalation?

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Service request management is a key process in any service desk, as it involves fulfilling the needs and expectations of customers and users. However, not all service requests are simple or straightforward. Some may require collaboration with other teams, departments, or external parties, or escalation to higher levels of authority or expertise. How do you handle these complex or escalated service requests effectively and efficiently? Here are some tips and best practices to follow.

本文章的要点总结

Use a service request tool:

Implementing a service request management tool can drastically simplify how you handle complex issues. It automates the workflow and provides clear escalation paths, ensuring the right team tackles the problem swiftly.
Effective communication:

Maintaining transparent communication with everyone involved is key. Use clear language and regular updates to manage expectations and keep all parties informed, ensuring smooth resolution of complex service requests.

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Kristen Morgenstern

Regional IT Operations Lead

1 Define clear criteria and process

The first step is to have a clear and consistent definition of what constitutes a complex or escalated service request, and what process to follow when one arises. For example, you may have a predefined list of criteria, such as urgency, impact, cost, risk, or dependency, that determine whether a service request needs to be escalated or not. You may also have a standard workflow, such as assigning, routing, approving, tracking, and closing, that guides how to handle an escalated service request. Having clear criteria and process can help you avoid confusion, inconsistency, and delays, and ensure that the right people are involved at the right time.

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Lilia Eller

Tech Executive | Speaker | Mentor | ITIL SL & MP | BRMP | CSP-SM
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Begin by understanding the request and identifying the appropriate resources needed to address it. This may involve reviewing service design documents, SLAs, or other relevant information, then engage the appropriate teams or individuals to address the request or issue, based on their skills and expertise. This may involve engaging the Service Desk, Technical Support, Service Owners or other IT teams.

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2 Communicate effectively and transparently

The second step is to communicate effectively and transparently with all the stakeholders involved in a complex or escalated service request, including the customer, the user, the service desk staff, and any other parties. Communication is essential to set and manage expectations, provide updates and feedback, resolve issues and conflicts, and ensure satisfaction and quality. You should use the appropriate channels and tools, such as email, phone, chat, or ticketing system, to communicate clearly, promptly, and politely. You should also document and record all the communication and actions taken, to ensure accountability and traceability.

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Si G.

Senior Infrastructure Manager @ General Dental Council | Digital Leadership, Technical Infrastructure Support
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For large organisational changes that will affect users I start a Comms plan with intern Comms. An all staff email doesn't cut through the noise anywhere near as well as a well crafted plan of emails, banners on the intranet and Yammer posts. Visibility within the org also helps, so people know to look out for news from you.

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3 Collaborate and coordinate with others

The third step is to collaborate and coordinate with others who can help you fulfill a complex or escalated service request. This may include other teams, departments, or external parties, such as vendors, suppliers, or contractors, who have the necessary skills, resources, or authority to complete the service request. You should establish and maintain a good working relationship with them, and share relevant information and feedback. You should also coordinate your efforts and activities, to avoid duplication, overlap, or conflict, and ensure alignment and integration.

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4 Monitor and evaluate the performance

The fourth step is to monitor and evaluate the performance of the service request management process, especially for complex or escalated service requests. You should use metrics and indicators, such as time, cost, quality, or satisfaction, to measure how well you are meeting the customer's and user's needs and expectations. You should also collect and analyze feedback and data, to identify any gaps, issues, or opportunities for improvement. You should then use this information to make adjustments, corrections, or enhancements, to ensure continuous improvement and optimization.

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Lilia Eller

Tech Executive | Speaker | Mentor | ITIL SL & MP | BRMP | CSP-SM
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Continuous service improvement is crucial in addressing requests as it helps to identify and implement improvements in IT service delivery processes, which can lead to increased efficiency, reduced costs, and improved customer satisfaction.

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5 Learn and share the lessons

The fifth step is to learn and share the lessons from handling complex or escalated service requests. You should review and reflect on what went well and what did not, and what you can do better next time. You should also share your insights and best practices with your colleagues and peers, to foster a culture of learning and knowledge sharing. This can help you improve your skills and competencies, and increase your confidence and effectiveness in managing complex or escalated service requests.

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6 Use a service request management tool

The sixth and final step is to use a service request management tool that can help you automate, streamline, and simplify the process of handling complex or escalated service requests. A service request management tool can provide you with features and functions, such as templates, workflows, notifications, approvals, reports, dashboards, or integrations, that can save you time and effort, and improve your productivity and quality. A service request management tool can also enable you to track and manage the status and progress of each service request, and provide visibility and transparency to all the stakeholders involved.

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Kristen Morgenstern

Regional IT Operations Lead
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With a robust self-service catalog in a service request management tool, end users are able to provide (in most cases) all necessary information to route requests to the correct group upon request creation. For unique cases, a subject matter expert provides additional support and a clear escalation path from there can help to streamline those hard to navigate scenarios much more quickly.

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How do you handle complex or escalated service requests that require collaboration or escalation?

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1 Define clear criteria and process

2 Communicate effectively and transparently

3 Collaborate and coordinate with others

4 Monitor and evaluate the performance

5 Learn and share the lessons

6 Use a service request management tool

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