Foundational learningDoes not confer developer qualification
Service Desk, application services, and IT Operations
Operations and support
Build a shared model for triage, ownership, escalation, recovery, and provider boundaries.
What you will be able to do
Use Ember language in the decisions your role owns
- Triage platform and application incidents differently
- Follow the proposed support and escalation path
- Recognize the information required before operational handoff
- Audience
- Service Desk, application services, and IT Operations
- Estimated time
- 30 minutes
- Prerequisite
- Platform Foundations recommended
- Outcome
- Shared understanding
Operations and support progress0/3
Path curriculum
Three focused lessons
Each lesson is a complete draft with visual models, a practical exercise, and explained knowledge checks.
- 01
Platform incident or application incident?
Draft completeLocate the likely failure boundary, protect the evidence, and assign the first accountable owner without waiting for perfect certainty.
Begin lesson - 02
Support and provider escalation
Draft completeMove a request through Service Desk, application, platform, and provider teams without losing ownership or context.
Begin lesson - 03
Recovery is more than backup
Draft completeDistinguish backup, restore, rollback, continuity, and business recovery, then connect each outcome to an owner and a test.
Begin lesson
Build the common foundation