How can you resolve ITIL process conflicts and escalations?

1 Identify the root cause

The first step to resolve any ITIL process conflict or escalation is to identify the root cause of the problem. Is it a lack of clarity, communication, or alignment on the process objectives, inputs, outputs, or activities? Is it a mismatch of expectations, skills, or resources between the process roles? Is it a technical, organizational, or cultural barrier that hinders the process performance? By analyzing the situation and asking the right questions, you can pinpoint the source of the conflict or escalation and address it accordingly.

3 Apply conflict resolution methods

The third step to resolve any ITIL process conflict or escalation is to apply conflict resolution methods that suit the situation and the people involved. There are different styles and strategies for dealing with conflict, such as accommodating, avoiding, compromising, collaborating, and competing. You can use a combination of these methods depending on the nature, intensity, and impact of the conflict. You can also use techniques such as active listening, empathy, assertiveness, negotiation, mediation, and arbitration to resolve the conflict in a constructive and respectful way.

4 Implement and monitor solutions

The fourth step to resolve any ITIL process conflict or escalation is to implement and monitor solutions that address the root cause and satisfy the needs and interests of the process roles. You can use the ITIL continual improvement process to plan, do, check, and act on the solutions. You can also use the ITIL change management process to manage the changes that affect the process configuration, resources, or performance. You can measure the effectiveness and efficiency of the solutions by using key performance indicators (KPIs), metrics, and benchmarks.

6 Prevent and anticipate

The sixth step to resolve any ITIL process conflict or escalation is to prevent and anticipate future issues and risks. You can use the ITIL risk management process to identify, assess, and mitigate the potential threats and opportunities that may affect the process. You can also use the ITIL service level management process to define, agree, and monitor the service level agreements (SLAs) and service level objectives (SLOs) that specify the expected quality and performance of the process. You can also use the ITIL stakeholder management process to manage the expectations, needs, and satisfaction of the process customers and stakeholders.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?