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IT Infrastructure Library (ITIL): Escalation of Tickets in ServiceTeam ITSM
Ticket escalation is an essential ITIL process, ensuring that tickets receive the attention they need, are resolved within an acceptable timeframe, and with minimal impact to the business or its customers. ITIL® and ServiceTeam ITSM work with two types of escalations; Functional Escalation Hierarchical Escalation The two types of escalation are used for different purposes […]