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ITIL :: View topic - Fault Esclation During Disaster
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Fault Esclation During Disaster

 
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amacdos
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Joined: Nov 04, 2006
Posts: 9

PostPosted: Sat Nov 04, 2006 5:02 pm    Post subject: Fault Esclation During Disaster Reply with quote

Hi there ,
I am still new to ITIL and helping a company to setup the helpdesk . I have a question on fault escalation during disaster time in an ISP .
For example , when the Internet is down .
All the 500 customers will be calling my helpdesk and my Service Manager . When the Internet is down , we can't send emails . The email server is up , but I believe , I can't send email to customers , because of the Internet link is down .

Any solutions , on how to handle at this situation . My plan , is to setup :-

1) IVR - to reduce the call volume

2) Helpdesk , will send a fax to inform all the 500 - customers , Any recommendations on any fax server to send fax to 500 customers at a time ..



Regards
Alman
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Sun Nov 05, 2006 12:12 am    Post subject: Reply with quote

Sigh

I believe there are laws against unsolicted faxes. Also, most people//individuals dont have fax machines

If you are new to ITIL, you need to look at the secition called Service Continuity // Disaster Recovery

You need most likely the following

On your phone system, an ability to put a message on the system and disable the calls

'Hi, we have lost all system and are currently in the process of rebuiling our systems. Please call back. We are aware of the impact to all our customers'

Second you need an offline storage of important phone numbers for the important high paying customers

Third, instead of faxs use SMS messageing to cell numbers...not to all customer just the high profile or the ones who allow you to send them the text

Since I am old to ITIL and now a consultant, I will send you a bill for this.
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Sun Nov 05, 2006 12:13 am    Post subject: Reply with quote

BILL
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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amacdos
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Joined: Nov 04, 2006
Posts: 9

PostPosted: Sun Nov 05, 2006 2:52 pm    Post subject: Thanks Reply with quote

Hi and thanks John ,

You were saying the section called Service Continuity or Disaster recovery . Where can I find books on this , I have books on ITIL , Service Support , Service Delivery , ITCL , Appplication and Implementing ITSM , but nothing much on the Service Continuity or Disaster Recovery .

Any recommendations ?

Your idea , on SMS on high profile customers , is it a normal standard for escalation . Sounds good to me .

The idea , on put the IVR to say our systems are down , will call back once it's up and running . I will implement it .

No charges , please . I am a new starter .
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UKVIKING
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Posts: 3318
Location: London, UK

PostPosted: Sun Nov 05, 2006 11:59 pm    Post subject: Reply with quote

Service Continuity is in Service Delivery

Normal for escalation is what you decide to do for your organization
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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amacdos
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Posts: 9

PostPosted: Mon Nov 06, 2006 3:52 pm    Post subject: Thanks John Reply with quote

Thanks John ,
I will look at the Service Delivery contents . Thanks for your information .


Regards
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