O cenário
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.
O que há neste desenho
Entenda as decisões por trás dele.
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.