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Knowing how to troubleshoot is only half the job. The harder question is knowing when to keep investigating, when to solve within your authority, when to contain risk, and when to hand the ticket to someone else.

ESCALATE OR SOLVE? puts you inside 50 realistic IT support decisions built around judgment rather than memorization. Each case gives you a ticket, limited evidence, operational constraints, a decision point, new information, and a professional debrief.

You will practice scope assessment, evidence quality, access boundaries, security escalation, SLA and business impact, incident correlation, emergency changes, and strong handoffs.

Designed for aspiring and working L1/L2 support professionals, help desk analysts, service desk technicians, and anyone preparing for real support work.

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Kick off your book project, get started with GhostAI, get better at marketing, or spend the day doing all three! Free live workshops on Zoom. Saturday, June 27, 2026.

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