Checklist Incident Escalation

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Checklist Incident Escalation - Template Incident Escalation


 

ITIL Process: ITIL Service Operation - Incident Management

Checklist Category: ITIL Templates - Incident Management / Service Desk

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 customizable 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)