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IT Solutions Series #6: How to Easily Escalate Issues to the Right Team

IT Solutions Series #6: How to Easily Escalate Issues to the Right Team

Welcome back to our series “8 Solutions to Resolve IT Incidents Faster”. This time, we’re looking at how to easily escalate issues to the right team so the right people are responding to each incident.

 

How Can You Easily Escalate Issues to the Right Team?

Welcome back to our series “8 Solutions to Resolve IT Incidents Faster”. This time, we’re looking at how to easily escalate issues to the right team so the right people are responding to each incident.

HipLink Software has been the premier provider of software for wireless text and voice communication to global organizations of all sizes for over twenty years, and our experience and industry expertise makes us familiar with the ins and outs of IT incident response.

 

You Have No Easy Way to Escalate Issues to the Right Team

If you are not currently using automation to escalate critical tasks, you may find yourself often wondering who else on your team is capable of handling what. This often gets overlooked until the moment that it is most crucial. Predefining escalation paths is key, and automating them can save tens or even hundreds of thousands of dollars by cutting Mean Time to Resolution (MTTR).

You can learn more about our HipLink Automated Alarm Management System here.

 

The Symptom

“The system administrator is currently out of town. Does anyone know who else on the team has SQL experience and can check the server?”

When one person handles certain tasks and responsibilities and they are unavailable, it can be difficult to determine who else (if anyone) knows how to tackle those particular tasks.

 

Why Does this Occur? 

A lack of automation on escalation paths can result in these confusing situations. If you’ve ever spent a half-hour trying to navigate a company phone tree, you know what we mean! And, if everybody on the tree has the same issue, you can see how response time can get out of control.

If the systems don’t automatically know who the next-in-line person is for a critical task, confusion ensures. Delays, frustration, and costs climb from there. 

 

What is the Solution?

Automation can escalate unanswered notifications to make sure problems don’t sit. The best automation will consider the current on-call schedule so that the right people are notified at the right times. Good automation reduces downtime, and reduced downtime decreases cost while it protects your organization’s credibility. 

 

Contact HipLink Software to Get Started

This email address is being protected from spambots. You need JavaScript enabled to view it. if you have questions, would like a demo, or if you want to download a trial. 

We can’t stress enough the importance of automation, and an automated alarm management system is a great solution for many common communication issues. 


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