Which guideline is used to determine the escalation of an incident?

The guideline that is used to determine the escalation of an incident is the escalation policy in the Incident Management process. This policy outlines the specific criteria and procedures for escalating incidents based on their severity, impact, or urgency.

Having a well-defined escalation policy is crucial because it ensures that incidents are addressed in a timely manner and by the appropriate personnel. It provides a structured approach to managing incidents that require more resources or higher-level decision-making. Escalation can involve notifying higher levels of support or management when an incident cannot be resolved within established service level agreements (SLAs) or when there is a significant impact on business operations.

In contrast, the incident logging policy focuses on the proper recording of incidents rather than their escalation. The change management strategy pertains to how changes to the IT environment are managed and is not directly related to the handling of incidents. Service strategy documentation outlines the overall approach to designing and delivering IT services but does not specifically address the procedural aspects of incident escalation. Thus, the escalation policy in the Incident Management process is the most relevant guideline in this context.