Problem Escalation

Focusing attention on important problems

Escalation

When a project gets off track, there should be a plan to put it back on track. This often involves a problem escalation plan.

Priority  Definition  Standard Response  Escalation 
There is a fault in a system component that has or is about to cause the component to fail. This failure will cause the system to not meet one of its primary services and it is probable that work will be disrupted.  Problem is logged. Service Level Agreement is used to determine appropriate response. Response is dispatched. Generally problems fall into the categories of Hardware failure, Software Failure or Process failure. Some software problems can be resolved by reconfiguration, others are design faults that require development.  Often technical support can resolve a problem by reconfiguring the system even if this causes it to operate in a degraded state. If problem is not resolved within 15 minutes of notice to technical support, then Project Managers are notified. 
There is a design or equipment fault but there is a workable way around it called a workaround. Examples are: a processor fails but there is a redundant one available so if the resulting performance is not too degraded then it is considered a workaround. Suppose one way through the system causes a program to crash but another though less convenient way does not cause the crash. This is considered a workaround.  Problem is logged. Service Level Agreement is used to determine appropriate response. Problem is assigned a disposition by the Project Managers.  If disposition is not established in one business day then problem is escalated to priority 1. 
There is a design fault in a system component but it is cosmetic in nature. Examples are documentation error, incorrect instructions or operation that does not lead to a system fault.  Problem is logged in Communications Manager. Problem is Assigned a disposition by the Project Managers. Problem appears in monthly report while unresolved  Priority 3 problems are not normally escalated. 
Problem is determined to not be a design fault and therefore a product enhancement. Enhancements are essentially suggestions on how the system could be improved.  Problem is logged in Communications Manager. Problem is Assigned a disposition by the Project Managers. Enhancements are not reported as problems.  Enhancements are scheduled for requirements review. 

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