依頼内容
“Draw an IT support escalation workflow: an incident is detected, Tier 1 helpdesk acknowledges it, unresolved issues escalate to a Tier 2 specialist, then a Tier 3 on-call engineer, then vendor support, and resolved issues close the ticket.”
次はこちらAdd a severity assessment after detection.Add a customer update after each escalation.
この図に含まれるもの
図の背後にある意思決定を読み解く。
01
Deciding whether the issue is resolved at each tier
02
Determining if escalation to next tier is needed
When designing or documenting an IT incident management and escalation procedure.