How do you escalate IT Support issues?

[Evn Tomeny [Appfire]]

Hi everyone,

I’ve managed IT teams for the past 15 years, and have employed many different methods for handling escalations, some to greater success than others. Personally, the biggest thing I’ve tried to avoid in this time it throwing things over the fence without any further thought. I’m sure you’ve all seen this.

So what about you? How do you escalate work from IT Support to Tier 2 and 3 support teams? Do any of your teams use JSM? Anything that worked really well for you, and anything you recommend avoiding?

I’m looking forward to all of your responses!