Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.
NOTE: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
Search
Languages
Select Interface Language:
Advertising
Please contact us via the feedback page to discuss advertising rates.
Posted: Mon May 19, 2008 3:44 pm Post subject: Incident Management escalation
A company whom I will be working with very soon are looking to improve their incident escalation communication process.
Currently they have a a contractor (who is on a 6 month contract, providing Incident Manager services), however outside of normal business hours, the contractor isn't required to do anything.
As such, the out of hours incident management (for critical incidents only) is falling upon the Service Managmenet manager, however he doesn't believe it is the best option.
My question to all, how is out of business hours incident escalation handled within your environment?
What sort of strategies can I employ to address the issues?
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Mon May 19, 2008 7:45 pm Post subject:
Hi,
it is very nearly impossible to advise specifically on such a question without considerable knowledge of the circumstances. However, if you have staff committed to out of hours support, then why not train them to conduct incident management on their own? That should not be difficult since they will only have to perform a subset of full incident management and hand over the next morning. Meanwhile they should have resolved the incident if that was possible. It is mostly about giving them authority to act in defined circumstances. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum