Task: Escalate Incident

Relationships

Roles	Primary Performer: Incident Analyst	Additional Performers: Incident Manager Service Owner
Inputs	Mandatory: Incident	Optional: None
Outputs	Incident

Main Description

If a workaround cannot be created, escalate the incident either functionally or hierarchically. In addition, if needed, contact the Incident Manager who will engage and coordinate all parties, including the Problem Manager, as needed. Continue to escalate until the agreed outcomes are achieved.

More Information

Tool Mentors	OMEGAMON - Investigate and Diagnose Incident ITM - Investigate and Diagnose Incident TEC - Investigate and Diagnose Incident CAM RTT - Investigate and Diagnose Incident ITSRM – Incident Management CAM SOA - Event Management and Incident Management TNO - Investigate and Diagnose Incident