Joined: Mar 04, 2008 Posts: 1892 Location: Helensburgh
Posted: Thu Aug 21, 2008 8:05 pm Post subject:
I'm sure it is just an obscure metaphor. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
I do agree that the process is the same but I would definitely add one thing into what you call "quarterback procedures" and ITIL calls major incident as already mentioned.
What I would suggest is to create a matrix saying what kind of information should be sent, to whom and when. This should be prepared for all priorities but the major benefit will be for the higher priorities. In some cases it will be pure information and in some cases it will be a hierarchical escalation meaning that the recipient are expected to take action.
I usually do a matrix with 5 different levels of priority: Emergency, critical, high, normal and low. By using 5 levels you can create a splendid combination of Urgency and Impact ( 3 x 3) where the result will be:
1 2 3
2 3 4
3 4 5
I hope this will help you move further. It is all about documentation and training. _________________ Eric Fogelstrom
ITIL Service Manager
Yeah thats the dude in American football that chucks the ball when all the big dudes are trying to crush him. He calls the plays so the the other dudes know where he is throwing the ball and the dude catching (hopefully) will be in the same place as the ball further down the field..
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