MSP-03c » Response Matrix

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The initial actions taken on a service ticket by the Service Desk may vary depending on the priority of the request and the individual or team responsible for resolution. High priority calls may require additional notification or direct handoffs where lower priority calls can be assigned directly to the engineer. Likewise, tickets involving a dispatch require different handoff tasks than those resolved by help desk staff.

MSP Module 03c, Response Matrix, provides structured guidelines for initial service ticket actions based on the priority and routing of the ticket. The matrix approach used for this module simplifies the presentation of an otherwise complex array of decisions to be made.

This module consists of the Module Overview Diagram plus 3 pages of detailed process maps personalized for your company.

  • Higher first contact resolution rate due to more accurate ticket routing
  • Improved response SLA times
  • Greater client satisfaction with handoffs

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Route the Incident, Service Request, or Change Request ticket to the appropriate support team in a timely manner, based on service type and priority
  • Perform the preliminary steps required for notification and engineer / technician assignment

At the onset of this process:

  • Ticket has been initiated and basic setup is complete
  • Priority and SLA have been defined for the ticket
  • Response expectations have been set with the client
  • Next step routing (the appropriate support team) for the ticket has been determined

Upon completion of this process:

  • Ticket has been assigned to the appropriate engineer or support team queue
  • Client Svc Rep conducts a warm handoff with client on the line for critical tickets (if possible)
  • Client Svc Rep conducts a direct handoff for high-priority tickets
  • Service Desk Mgr notified of critical or high priority tickets
  • Svc Del Mgr notified of critical ticket; client is notified if appropriate

This process module includes these sub-processes:

  • 03c.01 Resolved Remotely by the Help Desk
  • 03c.02 Resolved Remotely by NOC Engineer
  • 03c.03 Resolved On Site by Field Engineers
  • 03c.04 Resolved by 3rd Party Support
  • 03c.05 Escalated to Technical Account Management

These metrics and KPIs provide an indication of process performance:

  • Client Satisfaction - Service Tickets
  • First Contact Resolution Rate
  • Service Ticket Response SLA Compliance
  • Service Ticket Response Time
  • Service Ticket Setup Compliance
  • Service Ticket Routing Error Rate

Process Overview Diagram