IT Operations Glossary

What is Escalation?

The process of routing a ticket to a higher-level support team when the current team cannot resolve it within the required time.

Prevent ticket backlog from forming — capacity planning, SLA enforcement, and process improvements.

Practical strategies to cut IT ticket volume by addressing root causes, building a knowledge base, and empowering users.

Create an IT support policy with clear SLAs, escalation paths, and response time targets for your company.

Users waiting hours for IT support? Here is how to dramatically improve response times.

Vendor not responding to support requests? Here is how to get their attention.

Put Escalation into practice with workro desk.

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