Escalations and handoffs the network team can act on

Skills you'll practise

• Collect the minimum evidence set before escalating a network problem
• Write an escalation that states scope, evidence, tests and a specific ask
• Recognize urgent escalations (outage, security) that skip the usual steps

Course outline

1. 1.Escalations and handoffs the network team can act onVideo · 4 min
2. 2.The evidence setLesson · 12 min
3. 3.Writing the handoffLesson · 12 min
4. 4.Priority, timing and following through after you escalateLesson · 13 min
5. 5.Escalations and handoffs the network team can act on: knowledge checkKnowledge check · 14 questions
6. 6.Escalations and handoffs the network team can act on: practical exerciseKnowledge check · 1 question
7. 7.One user or the whole floor?Scenario
8. 8.Final exam6 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: Incident management and functional escalation
• Writing effective technical handoffs (industry practice)