BT Contact Central – Introduction of Problem Management

June 2006

Dear Customer,

As part of our on-going enhancements to customer service, we will be introducing ITIL compliant Problem Management as part of our day-to-day service from Monday 3rd July 06.

Please see the attached presentation for a detailed description of the Problem Management process.

By introducing this additional process we envisage the following benefits for our customers:-

• Consolidation of repetitive or re-occurring Incidents
• Better identification of Problems & Known Errors before Incidents occur
• Faster resolution of Incidents through quicker identification of known work-arounds
• Higher first-time resolution rate
• Supports organisational learning through knowledge management

Problem records, along with existing Incident records, can be viewed via your existing eServices account from Monday 3rd July 06.

If you have any queries regarding Problem Management, please do not hesitate to contact me at louise.brown@bt.com.

Yours sincerely,

Louise Brown

BT Contact Central