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Functional-level-blog

IT Infrastructure Library (ITIL): Escalation of Tickets in Provance IT Service Management

Introduction ITIL and Provance IT Service Management work with two types of escalations. Functional Escalation Hierarchical Escalation The two types of escalation are used for different purposes and it is important to understand these differences to properly handle ticket fulfillment and resolution. Functional Escalations A functional escalation is used when a ticket transfers ownership to […]

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