Fault Esclation During Disaster

[amacdos]

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

[UKVIKING]

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.
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[UKVIKING]

BILL
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[amacdos]

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 .

[UKVIKING]

Service Continuity is in Service Delivery

Normal for escalation is what you decide to do for your organization
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[amacdos]

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


Regards