Checklist Incident Escalation: Difference between revisions

From IT Process Wiki
No edit summary
 
mNo edit summary
Line 1: Line 1:
'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]]
<seo metakeywords="incident escalation, incident escalation process" metadescription="The Escalation of Incidents follows pre-defined rules: Defined triggers for Escalations, i.e. combinations of degree of severity of an Incident ..." />
<imagemap>
Image:ITIL-Wiki-deutsch.jpg|right|Checklist Incident Escalation - Template Incident Escalation
default [https://wiki.de.it-processmaps.com/index.php/Checkliste_Incident-Eskalation diese Seite auf Deutsch]
desc none
</imagemap>
<br style="clear:both;"/>
 
'''ITIL Process''': ITIL V2 [[Service Support]] - [[Service Desk and Incident Management]]


'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]
'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]
'''Source''': Checklist "Incident Escalation" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]




Line 16: Line 27:
**CIO  
**CIO  
*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)
<!-- This page is assigned to the following categories: -->
[[Category:Checklist (ITIL)|Incident Escalation]]
[[Category:Incident Management|Incident Escalation]]
<!-- --- -->

Revision as of 19:36, 26 July 2011

<seo metakeywords="incident escalation, incident escalation process" metadescription="The Escalation of Incidents follows pre-defined rules: Defined triggers for Escalations, i.e. combinations of degree of severity of an Incident ..." />

Checklist Incident Escalation - Template Incident Escalation
Checklist Incident Escalation - Template Incident Escalation


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)