期刊名称：Journal of Emerging Trends in Computing and Information Sciences
电子版ISSN：2079-8407
出版年度：2014
卷号：5
期号：8
页码：641-646
出版社：ARPN Publishers
摘要：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.
