March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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7.5. Tier 1, 2, and 3 Problem Management Responsibilities
To make sure the escalation process works smoothly, the service center agents must be sure they have done their due diligence prior to escalating a problem from one tier to the next. To do this, it is very important to clearly define the responsibilities of each of the service center tiers and make sure that everyone in the service center understands those responsibilities.
For incidents that are automatically escalated from tier 1 to tier 2, such as hardware incidents, the tier 1 agents are still responsible for researching and analyzing the issue prior to escalation. This is to ensure that the incident really should be escalated. Searching the knowledge base in these cases may reveal ...
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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.
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