Checklist Incident Escalation: Difference between revisions
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'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk | '''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk | ||
'''Source''': Checklist "Incident Escalation" from the [https://en.it-processmaps.com/products/ | '''Source''': Checklist "Incident Escalation" from the ITIL Process Map V2 | ⯈ [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | ||
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**Degree of severity of an Incident (severe Incidents are, for example, immediately escalated) | **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) | **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 | **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 | *Defined Escalation levels in the form of an Escalation Hierarchy, for example | ||
**1st Level Support | **1st Level Support | ||
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<html><a rel="author" href="https:// | <html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html> | ||
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Latest revision as of 18:58, 29 March 2019
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 | ⯈ ITIL Process Map V3
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)
By: Stefan Kempter 
, IT Process Maps.
