需求
“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.”
接著試試Add a severity assessment after detection.Add a customer update after each escalation.
這張圖裡有什麼
看懂背後的決策。
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.