Task: Manage Escalations For Incident Management
The purpose of this task is to ensure that the Incident Manager appropriately manages any escalations that may have occurred on both open and closed incidents.
Relationships
RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description
    The Incident Manager may have to deal with escalations for open incidents and complaints on closed incidents which may be raised End Users or the business representatives.

    Sometimes there could be complaints and escalations due to errors or delays during incident handling as it could have an impact on business. The Incident 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.

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