"escalation" is often mentioned when dealing with incidents operations and management of the problem. No operation ITIL Incident Management about the hierarchical escalation talks functional but do not call "escalation management" as a process separate ITIL and important in Service Operation.
in the previous my organization, escalation management is a specific and well-documented process. So it is handled or managed by a separate dedicated team of people. This function "Escalation Center." Closely with the function of the service desk. It also supports field engineers or site on the support that taking on the maintenance and support roles.
When I started as an engineer rookie service, knowing that there is a team of experts that can call upon to assist in major incidents or problems often reassuring. The fact that the service desk or in an artistic site or application support engineer mounted a major accident or a problem with the function of "escalation Center", and there are a team of experts who attended to the incident escalated, or also reassuring to the customer problem.
escalation management is to make the system, structure, and focus management attention and additional resources for those cases customers that could otherwise result in a high level of customer dissatisfaction and / or damage to the reputation of the service provider and. These are the situations that can lead to a significant loss of business for the client or the information or technology that may be incurred significant costs by IT service provider to resolve the situation service provider customers. The criteria that lead to escalation on the organization or service provider. But it must be clear-cut.
can process the following activities comprising:
- Start escalation, based on the fulfillment of specific escalation criteria
- set escalation manager for escalation
- Register escalation and linking record escalation of the accident or records related to the problem of
- escalation director assigns or appoints escalation team. The team should include escalation, the owner of an incident, the owner of the problem, and other experts in the subject, as required by
- determine the appropriate service provider and customer management telecommunications service
- make an assessment and a detailed review of the situation, led by developed escalation management
- action plan escalation management, including the additional resources needed, along with customers. Escalation management plan is to be executed in parallel with the technical work of a detailed plan (as in the incident / problem management)
- are reviewed on an action plan for the management of escalation and adjusted as required
- escalation hierarchy (as in the Incident Management process ) starts, if appropriate. And it alerted senior management and executives.
- escalation team is working on solving the problem. At each stage, and update records and informed communication and management team of the progress plan and escalation reviewed and modified as needed.
- Once determined to customer satisfaction, and are monitoring the situation for a time period agreed
- escalation on standby team remains available in the event of a repeat The problem during the monitoring period
- Once the monitoring period successfully, is closed escalation by the escalation manager, after an agreement with the customer
- once it is closed escalation, and conducted a review of another escalation and inputs for process management the problem. It can be done in conjunction with a Major who is part of the problem management review of the problem.
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