process for prioritizing problems and for escalating problems that are persistent

I am working on a contract for a company. They have asked me the following quiestion
Expain the process for prioritizing problems and for escalating problems that are persistent.
This is for network and clients
I really have had may problems that are presistent I would like others input
kalkaskageekAsked:
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Mike ThomasConnect With a Mentor ConsultantCommented:
Persistent problems IMO are easy to track down because you have common denominators.  You  just need to be able to collate the data (when I say you, I mean the company helpdesk), typically you can narrow that denominator down to enable you to track the route cause. I am not a network guy btw but the same rules should apply across all tech issue, persistent problems will have a common denominator and it is down to a “process” how that is picked up and reported. IMO it is not a technical problem but a process problem.

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