Scribd
Upload
194 views9 pages

Escalation Management Guide

The document discusses escalation management processes. Escalation involves increasing the priority or urgency of an unresolved incident by raising it to higher levels of management. The process starts with joint discussion between parties, and escalates through three levels - team leaders, service leaders, and senior leadership - if the issue cannot be resolved at lower levels. Issues are classified as high, medium, or low criticality based on their urgency and impact. Response times are expected to be within 30 minutes for high critical issues, 24 hours for medium, and 5 days for low.

Uploaded by

jrta_filinvest
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
194 views9 pages

Escalation Management Guide

The document discusses escalation management processes. Escalation involves increasing the priority or urgency of an unresolved incident by raising it to higher levels of management. The process starts with joint discussion between parties, and escalates through three levels - team leaders, service leaders, and senior leadership - if the issue cannot be resolved at lower levels. Issues are classified as high, medium, or low criticality based on their urgency and impact. Response times are expected to be within 30 minutes for high critical issues, 24 hours for medium, and 5 days for low.

Uploaded by

jrta_filinvest
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 9

Escalation Management

Workplace Services

The process of increasing the stated urgency or priority of an incident if it cannot be resolved in the incident management process

Workplace Services

To raise an issue, action or concern to a higher level of management for resolution, particularly when resolution cannot be attained at the operational level

Workplace Services

Start

Joint escalation discussion

Action items are sufficient

Yes

Identify item for escalation

No
Escalate to next higher level

Notify participant in the escalation process Resolution and closure

Workplace Services

3rd Level SSLT 2nd Level SLs 1st Level TLs


Operations/ Incident Mngt Level DTL & Functions

t0

t1

t2

t3

Where tn = SLA between the customer and WPS

Workplace Services

High Critical - Situations requiring immediate action to return a facility to normal operations, or correcting a safety hazard that threatens life or serious injury to public and/or employees.
Medium Critical- Situations requiring appropriate attention to prevent deterioration, downtime, associated damage or higher costs if deferred further or does not meet current Codes/Standard. Low Critical - Situations representing a practical improvement to existing conditions. These items are not required for the most basic functions of a facility, but will improve the overall usability, accessibility, and/or reduce long term maintenance.

Workplace Services

HIGH CRITICAL Safety/ Restoration

MEDIUM CRITICAL Downtime/ damage Prevention

LOW CRITICAL Process Improvement

3rd Level

SSLT

(for input)

(for input)

(for input)

t3

2nd Level

Service leaders

(for input)

(for input)

(for input)

t2

1st Level

Team leaders

Within 30 mins

Within 24 hours

Within 5 business days

t1

Workplace Services

ISSUE NO.

DESCRIPTION

CRITICALITY ESCALATED TO DATE ESCALATED

FIRST LEVEL ESCALATION TIME ACTION ESCALATED ITEM

ELAPSED TIME

SLA

RESOLUTION RATE

ESCALATED TO

DATE ESCALATED

SECOND LEVEL ESCALATION TIME ACTION ESCALATED ITEM

ELAPSED TIME

SLA

RESOLUTION RATE

ESCALATED TO

DATE ESCALATED

THIRD LEVEL ESCALATION TIME ACTION ESCALATED ITEM

ELAPSED TIME

SLA

RESOLUTION RATE

Workplace Services

You might also like