Yale University Incident Management Process Guide¶
Yale University. Yale University Incident Management Process Guide.
Cited by¶
1 citation across 1 artifact.
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Mechanisms¶
- Support Ticket Escalation
- The guarding disciplines are enforcing single ownership at every moment and constraining reroutes with a reason and a routing rule — the distinction in service management between functional escalation (to the right expertise) and mere hand-off to shed load.
This sourceVersion 2. Yale University Information Technology Services (n.d.). Distinguishes continuing incident ownership from functional escalation to a group equipped with the expertise needed for resolution.
- The guarding disciplines are enforcing single ownership at every moment and constraining reroutes with a reason and a routing rule — the distinction in service management between functional escalation (to the right expertise) and mere hand-off to shed load.
Verification¶
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