Qu'est-ce que Escalade de service ?
Escalade de service A formal process in IT operations and incident management by which unresolved service issues or incidents are elevated to higher support tiers, subject-matter experts, or management levels according to escalation policy.
Source: ITIL v4, AWS Well-Architected Framework, Kubernetes Documentation, CNCF
How is “Escalade de service” Used in Practice?
Si un incident critique ne peut pas être résolu dans le délai SLA, une escalade de service est déclenchée pour garantir l'intervention d'experts.
Certification Exam Relevance
Who Needs to Know This Term?
- DevOps Engineers
- SREs
- Platform Engineers
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Qu'est-ce que Escalade de service ?
A formal process in IT operations and incident management by which unresolved service issues or incidents are elevated to higher support tiers, subject-matter experts, or management levels according to escalation policy.
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