요청 내용
“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.”
그렇다면Add a severity assessment after detection.Add a customer update after each escalation.
이 도면에 담긴 내용
그 이면의 의사결정을 읽어 보세요.
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.