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Major Incident communication

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Guest user Created:   Mar 13, 2018 Last commented:   Mar 13, 2018

Major Incident communication

Could you please suggest me , while resolving the Incidents, how to convince the clients on bridge call, if they are suggesting alternatives and when the going gets tough
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ITIL® & ISO 20000 PREMIUM DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ITIL® & ISO 20000 PREMIUM DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Branimir Valentic Mar 13, 2018

Answer:
Communication is one of the essential during Major Incident resolution. Communication should be timely and regular. During the communication (e.g. bridge call, as you suggested) you should focus on customer's business process, facts (particularly if you can explain them in some measurable way, or in monetary values) and to ensure customer that you know what you are doing i.e. that you'll bring that incident to the resolution. Also, take customers' alternatives serious. It could be that they contain some usable elements.

This article can give you more information "
Major Incident Management – when the going gets tough…" https://advisera.com/20000academy/knowledgebase/major-incident-management-going-gets-tough/
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Mar 13, 2018

Mar 13, 2018

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