Escalation Management

What is escalation management?
Escalation management refers to a structured process for forwarding incidents or service requests to higher support or decision-making levels if defined resolution times, competencies or service levels are exceeded. The aim is to handle critical faults in a controlled and prioritized manner.

Areas of application and benefits
Escalation Management is used in service desks, managed services and hardware maintenance contracts to prevent SLA violations and shorten response times. Clear escalation levels and responsibilities increase transparency and certainty of action in the event of a fault. The added value lies in higher service quality, better customer satisfaction and faster restoration of critical systems. A lack of escalation mechanisms harbors the risk of long downtimes and reputational damage.