What is Escalation?

In IT service management, handing an incident or similar matter that the person in charge cannot resolve alone over to another person or team, or asking someone higher up for a decision. Functional escalation passes it to a technical team with the specialist knowledge or authority needed to resolve it, while hierarchical escalation reports to higher management to obtain decisions or resources when the target time is about to be exceeded or the impact is large. The conditions for escalation and the contacts are decided in advance.

Japanese name: エスカレーション

Escalation appears in 1 practice question across 1 topic, including IT Service Management and Systems Audit.

Field: IT Service Management and Systems Audit

Try it: questions about Escalation

An incident received by a service desk staff member was about to exceed the resolution target time set in the SLA. The staff member reported the situation to the service desk manager and asked for a decision on adding staff and on contacting users. Which of the following is this action?

AFunctional escalation
BRegistering a problem with problem management
CHierarchical escalation

Show answer and explanation

Answer: C. Hierarchical escalation

Escalation means handing an incident that the person in charge cannot handle alone over to another person or team, or asking for a decision. Handing it over to a technical team with the specialist knowledge or authority needed to resolve it is functional escalation, and reporting to higher management to ask for decisions or resources when the target time is about to be exceeded or the impact is large is hierarchical escalation. In this example the staff member reported to the manager and asked for decisions such as adding staff, so it is hierarchical escalation.

Escalation in the explanations

Escalation means handing an incident that the person in charge cannot handle alone over to another person or team, or asking for a decision.
An incident received by a service desk staff member was abo…

Questions that mention Escalation (1)

An incident received by a service desk staff member was about to exceed the resolution target time set in the SLA. The staff member reported the situation to the service desk manager and asked for a decision on adding staff and on contacting users. Which of the following is this action?

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