Checklist Incident Escalation: Difference between revisions
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'''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 ..." /> | ||
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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] | |||
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'''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] | |||
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**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) | ||
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[[Category:Checklist (ITIL)|Incident Escalation]] | |||
[[Category:Incident Management|Incident Escalation]] | |||
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Revision as of 20:36, 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 ..." />
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)
