IT Tier Escalation Document

I am currently experiencing an issue where the Help Desk is not escalating issues properly.  For example, the information gathering process is fairly poor.  Does anyone have a document or template, that is perhaps Six Sigma or ITIL-focused in nature?  Any other templates/recommendations would be greatly appreciated.
jduran04Asked:
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Ganesh Kumar ASr Infrastructure SpecialistCommented:
First prepare the Helpdesk Escalation Chart

The Escalation of Incidents follows pre-defined rules:

Defined triggers for Escalations, i.e. combinations of
i) Degree of severity of an Incident (severe Incidents are, for example, immediately escalated)
ii) Duration (an Escalation occurs, if the Incident was not resolved within a pre-determined period, as for example the maximum resolution times agreed within the SLAs)
iii) In an ideal case this would be system-controlled triggered by customizable Escalation rules

Defined Escalation levels in the form of an Escalation Hierarchy, for example
1st Level Support
Incident Manager
Manager of Data Processing Centre
CIO

Assigned triggers to the Escalation Hierarchy (conditions/ rules, which lead to the Escalation to a particular level within the Escalation Hierarchy)

Here are some free templates available for ITIL http://www.mysoftwaretemplates.com/software-development-ms-word-templates/itil-process/1311/

Here are some template available for six-sigma ; http://www.exinfm.com/excel%20files/Six%20Sigma%20Template%20Kit.xls

Here are the information gathering checklists for Helpdesk  https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/incident_management/ITIL_Sample%20incident%20ticket%20template%20pdf.ashx

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