March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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7.4. Escalation
Escalation is the process of transferring responsibility for resolving a problem from one agent to another agent or to a pool of agents. Escalation occurs when one agent has completed all the work that he or she can on the problem and there is still work to be done. Many service centers refer to this as routing instead of escalation, choosing to use the term escalation for nonroutine transfers. We will use the term escalation to refer to both routine and nonroutine transfers.
Routine transfers imply predefined rules and guidelines. For routine escalation to work effectively, those guidelines and rules must be well defined, firmly in place, and constantly monitored and tuned. The overall performance of the service center is greatly ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.