Challenge: Every support organisation will at one time or another find itself embroiled in a crisis rooted in technology, whether you support internal or external customers. Likely, your processes are designed and well defined to handle the daily Incidents; the test of your organisation's mettle will come from it's ability to manage and resolve technical crises, from trigger to post-incident communications.
Look to Maass Innovations to help. With experiences gained from nearly 2 decades of IT product support, we can assist with the development of the workflow and process documentation necessary to assure repeatable, quality service delivery in times of duress.
Let's take the Crisis out of Escalation Management.