What happens when a serious incident cannot be resolved within the agreed time frame?

When a serious incident cannot be resolved within the agreed time frame, escalation to the incident manager is a critical step in ensuring that the issue receives the necessary attention and resources to be resolved effectively. The incident manager typically has the authority to make decisions regarding resource allocation, coordinate responses from multiple teams, and communicate with stakeholders about the status of the incident.

Escalation is a standard practice in incident management, as it ensures that unresolved issues are prioritized and managed appropriately, especially when the issue impacts a significant number of users or critical business operations. By bringing the incident to the attention of a higher authority, the incident can be analyzed for potential underlying issues, and more experienced personnel can be brought in to assist with its resolution.

This approach helps to maintain service level agreements and ensure that customers receive timely support, while also preventing the situation from worsening. It emphasizes a proactive stance in incident management, where continuous improvement and effective communication are prioritized.