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Incident Escalation process Presentation

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Incident Escalation process Presentation

  1. 1. Lukas Williamson Incident Management – Escalation Process
  2. 2. 2015-11-18 2 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
  3. 3. 3 Escalation Process Flow Incident Management – Escalation Process The moving of the incident thought the incident lifecycle Note: Incident Ownership remains with the Service Desk
  4. 4. 2015-11-18 MineRP Operations - Monthly Flash Report for March'15 4 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).
  5. 5. 2015-11-18 5 Hierarchic Escalation– 1st Level Escalation Level Of Escalation Escalator Responder Description 1st level of escalation End User Service Desk assignee (action) Assignee is the single point of contact for all technical information on the incident Service Delivery Manager / Client Area Manager Give feedback or request more detail about the technical issues of the incident Technical Support Team member (CIP) Refers end user to the history log on the status of the incident Incident Management – Escalation Process
  6. 6. 2015-11-18 6 Hierarchic Escalation – 2nd Level Escalation Incident Management – Pending Process Level Of Escalation Escalator Responder Description 2nd level of escalation System Administrator Service Desk Team Leader (action) Refers requester to the history log on the status of the incident Service Delivery Manager / Client Area Manager Service Desk assignee (cc) Can give feedback on the possibly resolution date of a incident Technical Support Team member (CIP)
  7. 7. 2015-11-18 7 Hierarchic Escalation – 3rd Level Escalation Level Of Escalation Escalator Responder Description 3rd level of escalation System Administrator Service Operations Manager (action) Refers requester to the history log on the status of the incident Service Delivery Manager / Client Area Manager Service Desk Team Leader and Service Desk assignee (cc) Give feedback on the possibly resolution date of a incident Technical Support Team member (CIP) Do an investigation on the no-delivery of the request Incident Management – Escalation Process
  8. 8. 2015-11-18 8 Hierarchic Escalation – 4th Level Escalation Level Of Escalation Escalator Responder Description 4th level of escalation System Administrator Service Manager Refers requester to the history log on the status of the incident Service Delivery Manager / Client Area Manager Service Operations Manager, Service Desk Team Leader and Service Desk assignee (cc) Give feedback on the possibly resolution date of a incident Start with a de- escalation process Technical Support Team member (CIP) Do an investigation on the poor delivery of the request Incident Management – Escalation Process
  9. 9. 2015-11-18 9 De-Escalation Mail - example Incident Management – Escalation Process

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