IT service process
Analyse und Diagnose 2nd Level Support
Incident Management
Description
Referenced process
Investigation and diagnosis 2nd Level Support
Description
All Incidents that cannot be resolved immediately by the first Level Support are handled in this subprocess.
The Incidents are forwarded from the Service Desk to specialist groups using the escalation procedures (a mechanism of fast Incident handling).
Specialist groups consist of people having more specialist skills, time or other resources to solve Incidents, compared to the Service Desk.