Escalation Manager (ECM) is a workflow based tool driven escalation management solution that works on the defined escalation matrix for all the service management elements. ECM helps in identifying which part of service management organization is working smoothly and which part of the organization needs management attention to drive the resolutions. It also forms part of HRM (human resource management) elements when it comes to reward the employees in recognition of their performance.
⇛ Tool based Escalation Matrix (move away from email and presentations).
⇛ Service Workflow based on the Escalation Matrix, linked to specific service tickets.
⇛ Continuous visibility till the closure.
⇛ Traceability of non-escalated vs escalated tickets.