The document discusses escalation management procedures at Hewlett-Packard. It defines an escalated situation as one where the standard support process has not delivered a timely solution or acceptable resolution for a critical issue. Technical escalations are initiated when normal support cannot resolve a suspected product defect in a timely manner. Business escalations involve revisiting a decision about a requested change or enhancement. The duty manager process and critical response manager are roles that can take ownership of escalated issues to accelerate their resolution. Real-time updates and monthly reports on escalation cases and the duty management process are available through shared URLs.

1. Ning Pan
Date: Feb. 2012
2.1.9 Escalation Management
© Copyright 2011 Hewlett-Packard Development Company, L.P. The information
contained herein is subject to change without notice.

2. 2 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Escalation Management – When
When?
What?
How?
An escalated situation is initiated when the standard process has
not met the customers perceived needs, will not deliver an
acceptable solution to the customer in an agreed timeframe and
the situation has a business impact that could be considered
critical.
Technical Escalation
• Normal support process has
not deliver a timely solution
and / or acceptable
resolution of a suspected
product defect
• Main purpose: Accelerate
the resolution process,
reprioritize and / or get
other resources involved
• Normal enhancement request
process has been
initiated.(change request ID)
• Where a customer is
requesting a change or
enhancement to a product
• Main purpose: Revisit the
decision in conjunction with
the financial impact.
Business Escalation

3. 3 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Escalation Management – What
When?
What?
How?
• The Critical Response Manager would take
the ownership and work with Customer and
Support Team to drive the issue towards
resolution.
• Create a positive outcome for exception
situations as an advocate for our customer
and HP
• Provide a consistent escalation experience
resulting in increased customer satisfaction
• Executive alert process to increase
awareness and visibility

4. 4 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Escalation Management – How
When?
What?
How?
• HP Internal Employees can click on the Critical
Response Escalation Link and submit a request
http://15.75.208.38/escalation/support/escalate.html
Before raising an escalation to the Critical
Response Team, make sure to utilize Duty
Manager process.
Except for Business Escalation

5. 5 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Duty Manager Process – When
When?
What?
How?
• The customer calls requesting to engage HP
Software Support Duty Manager when he/she
is not satisfied on how the case is being
handled.
• It’s an exception process that should be used
when the support process fails.
• It will help to get the best skilled resource
assigned to an incident or elevated to the best
skilled resource as quickly as possible.
• The process uses the Follow the Sun Model*.
* Follow the Sun Model requires 24/7 Contract

6. 6 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Duty Manager Process – What
When?
What?
How?
• Automatic Email Notification is sent to DM PDL - SW
Services GSD APJ Duty Manager
• SDA updates SPARKS reflecting involvement of Duty
Manager
• DM will respond to customer within 2 hours of the
request
• Contact with DM submitter & case owner –
understand the issue
• Create action plan and make sure to follow up
constantly. This may include : Elevation, Talk with CRM,
call back, etc.
• Responsible for the situation while case is handled
within GSD
• Own DM request until the customer is satisfied /
Critical Response Esc. is triggered
• Follow-up with SPARKS case owner, Delivery Manager,
CPE, wherever required
• Update customer on an on-going basis

7. 7 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Duty Manager Process – How
When?
What?
How?
• Contact online (AMERICAs, EMEA, APJ)
The Customer or Sales can call the local support number and
request to talk to Software Support Duty Manager or raise
Duty Manager request at :
http://hpswdmreq.chn.hp.com/user/login
• Contact via phone
The numbers for the Duty Manager in the various regions
can be found at :
http://support.openview.hp.com/contact_list.jsp

8. 8 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Escalation Management – Real Time Update
• URL
http://prime.sharepoint.hp.com/teams/GCRO/Lists/Escalation%20Case%20Dashboard/Short%20View.aspx

9. 9 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Escalation Management – Real Time Update
• URL
http://prime.sharepoint.hp.com/teams/GCRO/Lists/Escalation%20Case%20Dashboard/Short%20View.aspx

10. 10 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Escalation Management – Monthly Report
• URL
http://prime.sharepoint.hp.com/teams/GCRO/pages/Reporting.aspx

11. 11 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Escalation Management – Monthly Report

12. 12 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Duty Management – Monthly Report

13. 13 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Duty Management – Monthly Report

14. 14 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.