Process of raising incident severity or involving additional resources when needed.
Escalation is the process of raising incidents to higher severity levels or involving additional resources—senior staff, specialists, management, or external support. Escalation triggers should be defined in advance: time limits, scope thresholds, or specific indicators. Both under-escalation (not involving appropriate resources) and over-escalation (unnecessary senior involvement) are problems. Clear escalation paths ensure the right people engage at the right time.
Why It Matters
The DSC Perspective:
Know when and how to escalate. Delayed escalation extends incident duration and impact. Define escalation criteria and paths before incidents occur. Empower responders to escalate when needed.