IT SERVICE MANAGEMENT
# IT Support Escalation Process Flowchart
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CASE ANALYSIS
Scenario
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.
Key decisions
- Is the incident resolvable at L1?
- Is the incident resolvable at L2?
When to reuse this
Suitable for organizations with multi-level IT support teams, service desks implementing ITIL-based incident management, or any structured escalation workflow.
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flowchart-incident-escalation-process-for-help-desk-l1-to-l3