The escalation service enables a staff member to increase the priority given to their incident request and should only be invoked under exceptional or unforeseen circumstances.
ITS analysts will evaluate alternatives and if none are appropriate, the request will be escalated.
Who can escalate a request?
All BCIT staff and faculty may request escalation of an existing incident, with approval from Management level staff, along with the business reason justifying the need to escalate.
How is a request escalated?
Ask the Service Desk analyst to “Escalate this request.” If the client making the request is NOT a Management-level staff, the Service Desk analyst will need to confirm approval by contacting the client’s manager or by receipt of email from the manager.
What does escalation provide?
- 1st response within four hours
- Priority over other requests currently being handled
- Notification to the Manager – Client Services after 8 business hours if unresolved
- Notification to the CIO after two business days if unresolved
What types of requests can be escalated?
Hardware repairs, network connectivity (login) problems, software problems, etc.
What types of requests CANNOT be escalated?
Known events such as: staff moves, hardware/software installations, new staff IDs, etc.
How to escalate a request
- Report the incident with complete details to the Service Desk.
- Explore alternatives with the Service Desk. For example, is there a printer down the hall that can be used in the interim?
- Have your manager email the incident escalation request to techhelp@bcit.ca.
Note: The subject of the email must include only the Incident number in the format “Request # xxxxxx”, (without the quotes) where xxxxx is the original request number. - Provide a valid business reason with the escalation request justifying the need to escalate — e.g. Severe impact to students; Deadline for reporting to Management; Severe impact to department operation
All of the above steps are required before an incident can be escalated. If some of this information is missing, the Service Desk staff will contact you or your manager.