IT SERVICE MANAGEMENT
IT Support Escalation Process
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CASE ANALYSIS
Scenario
When a customer support ticket enters the IT helpdesk, L1 technicians attempt initial troubleshooting. If unresolved, the ticket escalates to L2 and then to management for approval.
Key decisions
- L1 resolution assessment
- L2 resolution assessment
- Management approval decision
When to reuse this
When designing IT support workflows with tiered escalation and management review.
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flowchart-customer-support-ticket-lifecycle-l1-l2-management