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ITIL :: View topic - Escalation & Notification
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Escalation & Notification

 
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Mickey04
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Joined: Jul 28, 2009
Posts: 6

PostPosted: Mon Sep 21, 2009 6:23 pm    Post subject: Escalation & Notification Reply with quote

I work for a project which has teams called Incident Management and other team called service Desk-Level 1. Escalation & Notification, specially the 'notification' part should be ideally handled by which of these teams?
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thechosenone69
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Joined: Jun 06, 2007
Posts: 268

PostPosted: Mon Sep 21, 2009 11:10 pm    Post subject: Reply with quote

Dear Mickey,

If the request requires advanced level technical assistance, or technical assistance from another group to resolve the issue, then the Service Desk will escalate the ticket to the line manager or an advanced-level support team member. Service Desk Team Members are responsible for notifying the requestor when an issue has been escalated.

The Line Manager or advanced-level(2nd/3rd line) support team members will determine if a resolution can be reached, or whether the ticket needs to be further escalated. If the issue can be resolved without further escalation, then the Line manager will assign the ticket to a member of their team, noting the assignment (change of ownership) in the ticket. The Assignee will update the customer according to the response-time commitment grid until resolution can be achieved, resolve the matter, document the resolution, close the ticket, and notify the requestor of the resolution.

There are two kinds of Escalation

1- Horizontal
2- Hierarchical

Horizontal means it is escalating to people with different/more skills. Hierarchical escalation is where the ticket moves up due to timing and greater authority required. If you look in Incident Management, ITIL spells out first, second, third and n-line support because firms may go multiple levels deep. See Service Support section "5.3.2 First, second- and third-line support".
For more on escalation, see section "5.3.3 Functional versus hierarchical escalation".

As for Alerts, those can be set on some Service Desk softwares, where you tailor the software to send an alert according to the Service Level agreement of each Customer, so you can deal and resolve the issue before it breaches the agreed service levels.

I hope this explains it.


Kind regards,

A
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Tue Sep 22, 2009 12:02 am    Post subject: Reply with quote

TCO69...

does this seem like an exam question ?
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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thechosenone69
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Joined: Jun 06, 2007
Posts: 268

PostPosted: Tue Sep 22, 2009 12:12 am    Post subject: Reply with quote

well lets say it was. Would that be an adequate answer for it?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Tue Sep 22, 2009 4:09 am    Post subject: Reply with quote

you should have been terse and said

e: none of the above
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Tue Sep 22, 2009 11:33 am    Post subject: Re: Escalation & Notification Reply with quote

Mickey04 wrote:
I work for a project which has teams called Incident Management and other team called service Desk-Level 1. Escalation & Notification, specially the 'notification' part should be ideally handled by which of these teams?

I would rather say that Mickey works on a "never ending" projects by incorporating IM and Service Desk teams Shocked
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