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.

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

Note: Incident Ownership remains with the Service

Desk
Incident Management – Escalation Process
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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).

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 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

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 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)

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 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

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 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

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De-Escalation Mail - example

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