Escalation and vendor coordination

Skills you'll practise

• Recognize escalation triggers (time, impact, security, skills).
• Write a handover that doesn't require the next person to start over.
• Open and chase a vendor case with the right evidence.
• Keep the customer informed while a vendor is working.

Course outline

1. 1.Escalation and vendor coordinationVideo · 3 min
2. 2.When and how to escalateLesson · 8 min
3. 3.Writing escalations that get picked upLesson · 8 min
4. 4.Working a vendor case to resolutionLesson · 8 min
5. 5.Escalation and vendor coordination: knowledge checkKnowledge check · 19 questions
6. 6.Vendor case stuck while the customer waitsScenario
7. 7.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ITIL 4 Foundation: incident and change management practices (overview)
• Vendor support case best practices (common MSP practice)