Incident escalation can be divided into:
The exact levels and timescales for both functional and hierarchic escalation need to be agreed, taking into account SLA targets, and embedded within support tools which can then be used to police and control the process flow within agreed timescales.
The Service Desk should keep the user informed of any relevant escalation that takes place and ensure the Incident Record is updated accordingly to keep a full history of actions.
There may be many incidents in a queue with the same priority level - so it will be the job of the Service Desk and/or Incident Management staff initially, in conjunction with managers of the various support groups to which incidents are escalated, to decide the order in which incidents should be picked up and actively worked on. These managers must ensure that incidents are dealt with in true business priority order and that staff are not allowed to 'cherry-pick' the incidents they choose!
In order to have a good understanding of ITIL and the importance of configuration management, we first define what ITIL is: ITIL is literally a collection of documentation.
This documentation can help IT organizations implement the best practices. The documentation grows and grows as more successful techniques are documented and guidelines established for what can make others successful. The latest ITIL resources are published by the UK Office of Government Commerce (OGC).
Integrated service delivery refers to the need for Configuration Management, Change Management, Incident Management, Problem Management and Release Management processes that are linked together in a meaningful manner. For example, the process of releasing components to the live environment (the domain of Release Management) is also an issue for Configuration Management and Change Management whilst the Service Desk is primarily responsible for liaison between IT providers and the Users of services. This section highlights the links and the principal relationships between all the Service Management and other infrastructure management processes.
ITIL processes fall under Operational Layer or Tactical Layer, as follows:
|Operational Layer:||Configuration Management - Service Desk Management - Incident & Problem Management - Change Management - Release Management|
|Tactical Layer:||Service Level Management - Availability Management - Capacity Management - Continuity Management - Financial Management|