TQ Management
Service description
Technical Queries Management is a dedicated process dealing with the Technical Queries (former Service Requests), hence queries that are not typically an incident initially, but that may require involvement of Incident Management and/or Problem Management processes.
The existence of this process was motivated by a clear distinction between Incidents (Service Interruptions) and Service Requests (standard technical queries or requests from users).
To achieve this endeavor, TQ Management consists of five sub-processes, to provide a detailed description of all activities and decision points.
Furthermore, TQ Management contains interfaces with Incident Management - if a TQ turns out to be an Incident, and with Change Management if fulfilling a TQ requires the involvement of this latter.
Sub-processes
• TQ Management Support
• TQ Logging and Categorization
• TQ Model Execution
• TQ Monitoring and Escalation
• TQ Closure and Evaluation
Workflow Diagram
