Computer Networking · Advanced level

Advanced level · Module 5: Network Operations and Careers · Lesson 1 of 4

Support Processes and Service Levels

Handle requests and incidents in a consistent, measurable way.

In this lesson you will

  • Design a ticketing and escalation process
  • Set and measure service levels

Key concepts

ticketsprioritiesescalationservice levels

The lesson

Log every request in a ticketing system with priority, owner and status so nothing is forgotten.

Define priorities and response times: a site down is urgent; a new user request is routine.

Measure response and resolution times, and review recurring problems to fix root causes.

Step by step

  1. Define priority levels.
  2. Set target times.
  3. Write the escalation path.
  4. Choose measures.

Practice activity

Write the support process for the case organisation.

Expected result: A clear process with priorities, targets and escalation.

Check your understanding

  1. Why log every request?

    Show answer

    So nothing is forgotten and work can be measured.

  2. What should recurring problems lead to?

    Show answer

    Root-cause fixes.

Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.