LETU Service Desk Request Escalation Procedure

Tags escalate

Summary

This article describes the escalation process for requests made through servicedesk.letu.edu

Details

As escalation impacts other requests IT is working on, you should exercise discretion in assessing whether escalation is necessary.

Reasons to escalate a request

  • There is a significant financial impact to LETU.
  • An important LETU service is unavailable or will become unavailable.
  • An important LETU process is unavailable or will stop working soon.
  • Circumstances beyond your control impacted a deadline.
  • Your request has not been fulfilled by the date and time communicated via the Service Level Agreement (SLA) on the service, or your request has passed a deadline, and you are not receiving communication from the IT employee assigned to your request.

 

Procedure

Request service from IT

  1. Find the appropriate service you want to request in the Service Catalog.
  2. Note the Service Level Agreement section of the service catalog entry. This is when you can expect to have your request fulfilled. Some services may not have an SLA.
  3. Request the service, completing all information.

Escalating a request

Follow these steps if you feel your request needs to be escalated for one of the reasons listed above:

  1. Call the LETU Service Desk at 903-233-3500 to get a status update on your request or to let us know if you need to request escalation.
  2. The Service Desk will attempt to get in contact with the IT employee assigned to your request.
  3. If that employee isn't available, you can request to have an IT leadership team member notified.
  4. If the leadership team member isn't available, and your request has a significant impact to LETU, you can request to have the Chief Information Officer (CIO) notified.

Details

Article ID: 130952
Created
Thu 4/1/21 1:15 PM
Modified
Thu 6/10/21 10:47 AM