Task: Manage Escalations For Event Management
The purpose of this task is to ensure that escalations, if any, due to failures in the Event Management process are appropriately handled.
Relationships
RolesPrimary: Additional: Assisting:
Outputs
Main Description

Sometimes there could be escalations due to errors or delays during event handling as it could have an impact on business. The Event Manager should analyze the root cause of the escalation, identify and implement corrective actions and communicate the same to the Engagement Manager along with other relevant stakeholders.

Few examples of errors in Event Management process could be:

  • Event notifications have been missed and no action is taken
  • Action taken on events are delayed
  • Event notifications are not sent, or incorrect notifications are sent due to erroneous configuration.

The Event Manager should keep the Engagement Manager informed on the escalations and also plan for actions to prevent recurrence of similar escalations in future. The Event Manager should collaborate with the Engagement Manager on any complaints and feedbacks received on Event Management.