Checklist Incident Escalation
From IT Process Wiki
ITIL Process: Service Support - Service Desk and Incident Management
Checklist Category: Checklists for Service Desk and Incident Management
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)
