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Successfully managing service requests left unresolved at the first-level of support is an organizational challenge that help desks face each day. Author Gary Case explains a process known as Unresolved Service Request Management Process (USRMP) that allows your support center to successfully assign, elevate, and escalate service requests.  Using this process, staff and customers understand service expectations and their roles in making expectations a reality.

Table of Contents

1. Managing service requests
   • The Unresolved Service Request Management Process
2. Determining your call flow process
3. Creating a successful USRMP
   • Service level agreements
   • Service request priorities
4. Factors influencing call prioritization
   • Getting support for priorities
5. Identifying roles and responsibilities
   • Customer's role and responsibilities
   • First-level support's role and responsibilities
   • Second-level support's role and responsibilities
   • Management's role and responsibilities
6. Benefits of having a defined process

Appendix 1 - Definitions