Scribd Logo
Upload

Welcome to Scribd!

  • 43 views

    Incident Management - Escalation Process: Lukas Williamson

    Uploaded by

    harshad
    This document outlines an incident escalation process. It describes four levels of functional and hierarchical escalation where an incident is escalated from the initial service desk up the management chain. The process flow moves an incident through its lifecycle, with ownership remaining with the service desk. Feedback and history log updates are provided on varying schedules depending on the priority of the incident. Examples of hierarchical escalation responsibilities and responses are provided for each of the four levels.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Incident Management - Escalation Process: Lukas Williamson

    Uploaded by

    harshad
    43 views9 pages
    This document outlines an incident escalation process. It describes four levels of functional and hierarchical escalation where an incident is escalated from the initial service desk up the management chain. The process flow moves an incident through its lifecycle, with ownership remaining with the service desk. Feedback and history log updates are provided on varying schedules depending on the priority of the incident. Examples of hierarchical escalation responsibilities and responses are provided for each of the four levels.

    Original Description:

    ui

    Original Title

    ghty

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    This document outlines an incident escalation process. It describes four levels of functional and hierarchical escalation where an incident is escalated from the initial service desk up the management chain. The process flow moves an incident through its lifecycle, with ownership remaining with the service desk. Feedback and history log updates are provided on varying schedules depending on the priority of the incident. Examples of hierarchical escalation responsibilities and responses are provided for each of the four levels.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    43 views9 pages

    Incident Management - Escalation Process: Lukas Williamson

    Uploaded by

    harshad
    This document outlines an incident escalation process. It describes four levels of functional and hierarchical escalation where an incident is escalated from the initial service desk up the management chain. The process flow moves an incident through its lifecycle, with ownership remaining with the service desk. Feedback and history log updates are provided on varying schedules depending on the priority of the incident. Examples of hierarchical escalation responsibilities and responses are provided for each of the four levels.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 9

    Incident Management – Escalation

    Process
    Lukas Williamson
    Escalation Types

    Functional Escalation: As soon as it becomes clear that


    the service desk first level of support is unable to resolve
    the incident the incident must immediately be escalated
    to 2nd level and 3rd level support.

    Hierarchic Escalation: Hierarchic escalation is the


    escalation of an incident up the management chain
    so that senior managers are aware and can be
    prepared and take necessary action.

    Incident Management – Escalation Process 2015-11-18


    2
    Escalation Process Flow
    The moving of the incident thought the incident lifecycle

    Note: Incident Ownership remains with the Service


    Desk
    Incident Management – Escalation Process
    3
    Feedback and Update of History Log’s

    Incident Priority Time Description


    Critical (P1) 16 Hours History Log: Directly after the KANBAN meetings or one a bay.
    Feedback: Directly after the KANBAN meetings and as new information
    because available.

    High (P2) 48 Hours History Log: Directly after the KANBAN meetings or as new information
    because available.
    Feedback: Every second day or as required by the client (status changes).

    Medium (P3) 94 Hours History Log: Directly after the KANBAN meetings or one a week.
    Feedback: Ones a week or as required by the client (status changes).

    Low (P4) 240 Hours History Log: Directly after the KANBAN meetings or one a week.
    Feedback: Ones a week or as required by the client (status changes).

    2015-11-18
    MineRP Operations - Monthly Flash Report for March'15 4
    Hierarchic Escalation– 1st Level Escalation
    Level Of Escalation Escalator Responder Description
    1st level of End User Service Desk assignee Assignee is the single
    escalation (action) point of contact for all
    technical information
    on the incident
    Service Delivery Give feedback or
    Manager / Client request more detail
    Area Manager about the technical
    issues of the incident

    Technical Support Refers end user to the


    Team member history log on the
    (CIP) status of the incident

    Incident Management – Escalation Process 2015-11-18


    5
    Hierarchic Escalation – 2nd Level Escalation
    Level Of Escalation Escalator Responder Description
    2nd level of System Service Desk Team Refers requester to the
    escalation Administrator Leader (action) history log on the
    status of the incident
    Service Delivery Service Desk assignee Can give feedback on
    Manager / Client (cc) the possibly resolution
    Area Manager date of a incident

    Technical Support
    Team member
    (CIP)

    Incident Management – Pending Process 2015-11-18


    6
    Hierarchic Escalation – 3rd Level Escalation
    Level Of Escalation Escalator Responder Description
    3rd level of System Service Operations Refers requester to the
    escalation Administrator Manager (action) history log on the
    status of the incident
    Service Delivery Service Desk Team Give feedback on the
    Manager / Client Leader and Service possibly resolution date
    Area Manager Desk assignee (cc) of a incident

    Technical Support Do an investigation on


    Team member the no-delivery of the
    (CIP) request

    Incident Management – Escalation Process 2015-11-18


    7
    Hierarchic Escalation – 4th Level Escalation
    Level Of Escalation Escalator Responder Description
    4th level of System Service Manager Refers requester to the
    escalation Administrator history log on the
    status of the incident
    Service Delivery Service Operations Give feedback on the
    Manager / Client Manager, Service Desk possibly resolution date
    Area Manager Team Leader and of a incident
    Service Desk assignee Start with a de-
    (cc) escalation process
    Technical Support Do an investigation on
    Team member the poor delivery of the
    (CIP) request

    Incident Management – Escalation Process 2015-11-18


    8
    De-Escalation Mail - example

    2015-11-18
    Incident Management – Escalation Process 9

    You might also like