MSP-10e » Queue Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The Queue Manager ensures service tickets are resolved within the service level expectations set with the customer, and within the quality parameters set by the provider. Assisted by automated notifications, they monitor service ticket queues for potential SLA breaches and tickets that are stuck in the resolution process. They may also perform QC checks on closed tickets to verify adherence to ticket processing guidelines.

MSP Module 10e, Queue Management, describes proactive monitoring for potential SLA breaches and the escalation steps to avoid the breach. This module also describes the frequent review of the ticket backlog for bottlenecked tickets that require intervention for completion and closure.

Finally, this module outlines Quality Control checks performed on a sampling of closed tickets to determine whether ticket initiation and resolution processes were followed.

This module consists of the Module Overview Diagram plus 5 pages of detailed process maps personalized for your company.

  • Fewer client satisfaction issues because service tickets are resolved within the expected service levels
  • Improved quality for ticket notes, customer communications, and data entry

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:

  • Avoid SLA breaches through proactive warning and escalation
  • Minimize the adverse impact on the client if an SLA breach should occur
  • Reduce client satisfaction issues by proactively monitoring the open ticket backlog
  • Identify and correct individual or systemic deficiencies in ticket processing

At the onset of this process:

  • For SLA Monitoring: Service ticket with an SLA has been initiated
  • For Ticket Backlog Monitoring: Service tickets remain open in the queue
  • For Ticket Quality Control Audit: Service ticket has been closed and selected for audit

Upon completion of this process:

  • For SLA Escalation: Course of action initiated to avoid the SLA Breach
  • For Ticket Backlog Monitoring: Backlogged ticket is closed, or course of action initiated to restart work on the ticket
  • For Ticket Quality Control Audit: Service ticket QC audit is complete and actions have been initiated to remediate any issues uncovered

This process module includes these sub-processes:

  • 10e.01 SLA Monitoring and Notification
  • 10e.02 Escalation to Avoid SLA Breach
  • 10e.03 Escalation Following an SLA Breach
  • 10e.04 Open Ticket Backlog Monitoring and Management
  • 10e.05 Ticket Quality Control Audit

These metrics and KPIs provide an indication of process performance:

  • Aged Service Ticket Backlog
  • Client Satisfaction Improvement
  • Service Ticket Resolution SLA Compliance
  • Service Ticket Response SLA Compliance
  • Service Ticket Setup Compliance
  • SLA Attainment Improvement
  • Service Ticket QC Deficiency Rate

Process Overview Diagram