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IT Problem Management by Gary Walker

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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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