El escenario
An incident is reported to the IT help desk. The L1 agent logs and triages the issue. If resolvable at L1, the incident is closed; otherwise it escalates to L2. L2 attempts resolution; if unsuccessful, it escalates to L3 experts who finally resolve the incident.
Qué hay en este dibujo
Lee las decisiones que hay detrás.
01
Is the incident resolvable at L1?
02
Is the incident resolvable at L2?
Suitable for organizations with multi-level IT support teams, service desks implementing ITIL-based incident management, or any structured escalation workflow.