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Journal of Emerging Trends in Computing and Information Sciences >> Call for Papers Vol. 8 No. 3, March 2017

Journal of Emerging Trends in Computing and Information Sciences

Escalation Management as the Necessary Form of Incident Management Process

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Author Malega Peter
ISSN 2079-8407
On Pages 641-646
Volume No. 5
Issue No. 8
Issue Date September 1, 2014
Publishing Date September 1, 2014
Keywords Escalation, Incident, Management, Process


Abstract

Escalation management is widely used for IT service management, and is also part of the ITIL recommendations. Carefully created escalation processes can ensure that unresolved problems don't linger and issues are promptly addressed. Escalation criteria such as missed deadlines are defined and result in appropriate actions, such as a change of status or a notification to a project member. Incident Management is an IT service management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
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