Checklist Incident Escalation

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ITIL Process: ITIL V2 Service Support - Service Desk and Incident Management

Checklist Category: Checklists for Service Desk and Incident Management

Source: Checklist "Incident Escalation" from the ITIL Process Map V2

The Escalation of Incidents follows pre-defined rules:

• Defined triggers for Escalations, i.e. combinations of
  • Degree of severity of an Incident (severe Incidents are, for example, immediately escalated)
  • Duration (an Escalation occurs, if the Incident was not resolved within a pre-determined period, as for example the maximum resolution times agreed within the SLAs)
  • In an ideal case this would be system-controlled triggered by customisable Escalation rules
• Defined Escalation levels in the form of an Escalation Hierarchy, for example
  • 1st Level Support
  • Incident Manager
  • Manager of Data Processing Centre
  • CIO
• Assigned triggers to the Escalation Hierarchy (conditions/ rules, which lead to the Escalation to a particular level within the Escalation Hierarchy)