Escalation Process and Change Management
The Penguin Random House Escalation Process is central to providing world-class support. This formal process facilitates the resolution of complex problems by Penguin Random House technical resources while also making the affected partner an active participant in the process. As a result, outage duration can be minimized and service levels maximized.
The Escalation Process provides a consistent support delivery model across the organization for solving complex problems quickly and efficiently. The escalation model defines triggers for taking the escalation process to the next level and outlines the roles and responsibilities of members of the escalation team.
When necessary, 3rd-party technical support expertise will be employed to ensure the shortest problem turnaround time and will assist with identifying strategic solutions for long-term benefit. Upon problem closure, a standard Root Cause Analysis (RCA) process will identify and plan strategic changes required in technology and standard operating procedures to ensure stability to the environment even in times of change. This process will ensure ongoing improvements are integrated over time and a more stable and efficient operating environment evolves over time.
In addition our Change Management process helps to mitigate issues arising from changes to the production environment. The main points of having a working change management process are to ensure good communication between Penguin Random House and our partners, to ensure proper coordination, and to provide a well thought out installation and back out process.