Apa itu Eskalasi layanan?
Eskalasi layanan 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 “Eskalasi layanan” Used in Practice?
Jika insiden kritis tidak dapat diselesaikan dalam jendela SLA, eskalasi layanan dipicu untuk memastikan intervensi ahli.
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Who Needs to Know This Term?
- DevOps Engineers
- SREs
- Platform Engineers
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Apa itu Eskalasi layanan?
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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