Checklist Incident Escalation: Difference between revisions
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Image:ITIL-Wiki-deutsch.jpg|right|Checklist Incident Escalation - Template Incident Escalation | Image:ITIL-Wiki-deutsch.jpg|right|Checklist Incident Escalation - Template Incident Escalation | ||
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'''Checklist Category''': [[ITIL-Checklists | '''ITIL Process''': [[ITIL Service Operation]] - [[Incident Management]] | ||
'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk | |||
'''Source''': Checklist "Incident Escalation" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2] | '''Source''': Checklist "Incident Escalation" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2] | ||
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The Escalation of Incidents follows pre-defined rules: | The Escalation of Incidents follows pre-defined rules: | ||
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*Assigned triggers to the Escalation Hierarchy (conditions/ rules, which lead to the Escalation to a particular level within the Escalation Hierarchy) | *Assigned triggers to the Escalation Hierarchy (conditions/ rules, which lead to the Escalation to a particular level within the Escalation Hierarchy) | ||
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Revision as of 15:39, 3 August 2013
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 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)
