A guide to escalating alerts and incident management
Teams use the term escalation to define a couple of different processes. Escalation can define how an IT engineer escalates an issue to receive assistance from a colleague. Escalation can also describe how an automated alert escalates through a digital on-call group to apprise the correct on-call individual. Importantly, each must be managed responsibly to ensure teams avoid undue escalations while maintaining proper IT management.
The goal of this whitepaper is to delve into both definitions and highlight the manner in which IT can improve each.