Initiate action to address the undesirable conditions that exist or are likely to exist if no action is taken. Possible actions include the following: escalating to higher levels of management (hierarchical escalation), escalating or transfer to subject matter experts (functional escalation), increasing the priority, and requesting that the Change Advisory Board raise the priority of the change request or initiate an urgent change,

Support personnel activities can be coordinated to facilitate incident resolution. Action plans can be put into place and executed to address specific incidents. This is the case whether or not escalation has occurred. During major incidents, 'SWAT' team coordination can effectively reduce the outage duration. Ideally, coordination efforts should strive to optimize the services of support resources. Timely and complete communication is key to this activity.

When the action is complete, update the record with the latest status. This passive communication should be accurate, thorough, and timely.