Posted: Sat Nov 04, 2006 5:02 pm Post subject: Fault Esclation During Disaster
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 ..
Posted: Sun Nov 05, 2006 2:52 pm Post subject: Thanks
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 .
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