Importance Of An Escalation Management Process

Escalation” is frequently mentioned when coping with Incident and Problem Management procedures. QDV – Advanced Estimating Tools are used to estimate the cost of the project.

The ITIL Incident Management procedure talks about Hierarchical and Functional escalations but didn’t call out “escalation management” as a different and significant ITIL procedure within Service Operation.


In my prior business, escalation management is a well-defined and recording procedure. It’s even managed or managed by another dedicated group of individuals.

This “escalation center” work works closely with the Service Desk function. Additionally, it supports the area or onsite support engineers that carrying on Maintenance and Service functions.

Escalation Management would be to bring order, construction, focused management attention, and extra resources to those client scenarios that could otherwise bring about a high amount of consumer dissatisfaction and/or harm to the Service Provider’s standing.

The procedure could consist of the following actions:

Initiate an Escalation, dependent on fulfilling specific escalation standards

Assign an Escalation supervisor for your escalation

Log in the Escalation and join the Escalation document to associated Incident or Problem documents

Identify proper Service Provider and Client management connections

Conduct a comprehensive situation appraisal and inspection, directed by the escalation supervisor

An escalation management action program, such as additional resources required, is designed along with the Client.

The escalation management program is to be implemented in parallel using the comprehensive technical action strategy (according to Incident/Problem Management)