ITS Bulletins is a tool used to inform IT Services customers about incidents and changes in the services they use. Through ITS bulletins, customers are proactively informed about the recovery status of their service from the time an incident is reported to the time when an incident is resolved. In case of planned changes, customers are informed in advance about any outages or degradation of service quality during the change window.
Bulletin senders - As part of the Service Recovery Policy, Support Staff are required to issue bulletins in case of any emergency incidents to the service they support. It is important that all bulletin senders have been properly trained before using ITS Bulletins. To obtain more information on ITS Bulletins training, please contact GURU Team at guru@dhl.com.
Bulletin subscribers - IT Services customers have the ability to subscribe to receive bulletins about services they are interested in. ITS Bulletins are delivered to subscribers via email or SMS. Bulletin subscribers can manage and customize their individual subscriptions via the Subscription site.
ITS Bulletins tool offers 3 types of bulletins:
- Incident bulletin - used to inform customers about incidents and the status of recovery of affected service(s)
- Change bulletin - used to inform about planned changes to the service including outage or quality degradation information (not offered yet through API HUB)
- Information bulletin - any other information that needs to be delivered to customers