• IT Professionals
• Service Desk Expresse Zone
• Basics
  • Developing And Maintaining Meaningful Records
  • Definitions
  • CCS Customer Service Standards
  • Roles and Reponsabilities
  • A Perspective of the Group Administrator
• Customers Requests
  • Introduction
  • A Perspective Of The Customer
• Incident Management
  • Introduction
  • The Lifecycle Of A Problem When the Problem Is First Reported By The Customer
  • The Lifecycle Of A Problem When the Problem Is Anticipated By The CCS Resource
  • Benefits of incident Management
• Getting Started
  • Client Workstation Requirements
  • Logging To BMC Servide Desk Express
  • Navigator Bar
  • Getting Help
• Working with QuickView and Dashboards
  • Quickview Explorer Window
  • Inserting Queries
  • General Information Tab On the Quickview wizard
  • Working With Dashboards
  • Dashboards
  • Creating New Queries Using The Quickviews Wizard
• Creating Queries Using SDE
  • Quickview Explorer Window
  • Working folders In Quickviews
  • Managing Queries within Quickview window
  • Creating New Queries Using The Quickviews Wizard
  • Exporting Data From Quickviews
• First Contact With The Customer
  • Introduction
  • When the Resource Becomes the First Contact
  • Entering INcidents To BMC Service Desk Express
  • Search Knowledge Base
• Inventory Management
  • Working With Inventory Items
• Managing Work Orders - Pilot
  • Creating a Work Order
  • Adding Work Order details
  • Creating a copy of a Work Order
  • Modifying Work Order information
  • Changing the status of a Work Order
  • Closing a Work Order
  • Reopening a Work Order
• Second Contact with Customer
  • Transferring An Incident To A CCS Resource
  • Managing SDE Incident Within Groups
  • Contacting The Cutomer
  • Adding Details To The Incident
  • Providing Status And Progress Of Incidents
  • SDE Escalation Schemes
• Closing the Incident
  • Providing A Fix To Customers
  • Providing Workarounds And Permanent Fixes To Customers
  • Constacting The Customer With A Permanent Fix
  • Re-Opening Incidents
• Collaborative Workspace
• Crisis Management
  • Introduction
  • Identification Of System Failure
  • Confirmation WIth Designated Groups
  • Communication To Clients
  • Using White Board for Recording A Disruption
• Preventive Maintenance
  • Creating A Preventive Work Order
• Reports
  • Viewing A Report
  • Navigating Within A Report
• Manual (.pdf)
• Creating Queries (.pdf)
• Glossary (.pdf)

Crisis Management > Communication To Clients

 

Confirmation With Designated Groups

• The CHC resource managing the crisis will communicate with the appropriate CCS resource using pager or cell.
• The CHC is responsible of releasing information to user.
• The two resources remain available for updated information .

 

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