Notification and Escalation

Service Manager provides alerts and escalations in the following ways:

• Notifications

  Service Manager provides a broad and deep solution to deliver notifications to stakeholders whenever a record is opened, updated or closed. The notification engine allows administrators complete control over the following:

  1. What notification vehicle and format to deliver
  2. What conditions on which to send the notification
  3. To whom the notification should be sent

• Alerts

  Modules include the ability to set criteria for the generation of alerts. For example, the administrator can set rules for three stages of alert and a deadline condition. When these targets are met, specified users receive alerts and notifications through the Service Manager tool, email, etc.

• Escalations

  Business rules can be used to trigger automated escalations of records under various conditions. Examples include: should the status remain unchanged for too long; the record reassigned too often between assignment groups; or for other rules as defined. In addition, to document the violation of these rules the administrator can configure Service Manager to act in certain ways should these rules be breached. For example, if a record remains in open state for too long, reassign it to the assigned user’s manager.

• Service Level monitoring

  Alerts and escalations can be triggered through evaluation of Service levels as defined in the Service Level Management module. This approach is used to set Service Level Objectives and Service Level Agreements with associated actions should service levels approach breach conditions. In this way, escalation is accomplished proactively to avoid breach rather than react to breach.