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Overview
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
Appendix 1 - Definitions |
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Last modified January 9, 2012