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Escalation (ITSM)

An activity that obtains additional resources when they are needed to meet service level targets or Customer expectations. There are two types of escalation: functional and managerial. Functional escalation involves transferring an Incident to a technical team with a higher level of expertise to assist in the Service restoration. Managerial escalation entails informing or involving more senior levels of management to assist in the Service restoration. This activity is also referred to as vertical or hierarchic escalation.



Keywords:Escalation (ITSM)   Doc ID:18888
Owner:David N.Group:University of Chicago
Created:2011-06-18 18:00 CSTUpdated:2011-06-18 18:00 CST
Sites:University of Chicago, University of Chicago - Sandbox
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