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Escalation Roles

SysAid’s Glossary of Terms

• Overview

  Escalation roles in IT service management refer to predefined roles responsible for escalating unresolved or critical issues to higher-level support.

• What Are Escalation Roles?

  Escalation roles define the hierarchy of support within an organization and the steps to follow when issues cannot be resolved at lower support levels.

• How Do Escalation Roles Work?

  Escalation roles identify who is responsible for resolving different types of issues and when to escalate them based on predefined criteria.

• Why Use Escalation Roles & What Is Their Importance?

  Escalation roles ensure timely issue resolution, prevent bottlenecks, and maintain service levels, enhancing customer satisfaction and reducing downtime.

• SysAid’s Solution For Escalation Roles

  SysAid’s ITSM platform allows organizations to configure and manage escalation roles, ensuring that issues are appropriately routed and escalated as needed for efficient resolution.

Back to Glossary

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