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Escalation procedure

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Definitions Edit

Security Edit

An escalation procedure is

[t]he procedures used to increase in extent, volume, number, amount, intensity, or scope of a service request to resolve an IT security issue.[1]

Service agreement Edit

Escalation procedure refers to the steps to be taken when service levels do not meet contractual requirements. This may involve determining fault for missed benchmarks, reporting, problem resolution within a specified time and — when the problem still is not resolved — executive intervention on both the client and service provider sides.

References Edit

  1. IT Security Essential Body of Knowledge (EBK): A Competency and Functional Framework, App. B, Glossary.

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