ITIL-FOUNDATION · Question #28
Hierarchic escalation is BEST described as?
The correct answer is A. Notifying more senior levels of management about an incident. Hierarchic escalation involves informing progressively higher levels of management about an incident, distinct from functional escalation which routes to deeper technical expertise.
Question
Hierarchic escalation is BEST described as?
Options
- ANotifying more senior levels of management about an incident
- BPassing an incident to people with a greater level of technical skill
- CUsing more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- DFailing to meet the incident resolution times specified in a service level agreement
How the community answered
(62 responses)- A94% (58)
- B2% (1)
- C2% (1)
- D3% (2)
Why each option
Hierarchic escalation involves informing progressively higher levels of management about an incident, distinct from functional escalation which routes to deeper technical expertise.
Hierarchic escalation is triggered when management needs to be made aware of a significant incident - for example, due to business impact, SLA breach risk, or resource authorization needs. It moves the incident notification up the management chain rather than across to specialist teams.
Routing an incident to staff with greater technical skill is functional escalation, not hierarchic escalation.
Using more senior specialists than necessary describes over-escalation or inefficient resource use, not a defined ITIL escalation type.
Failing to meet resolution times is an SLA breach event that may trigger escalation, but it is not itself a description of hierarchic escalation.
Concept tested: ITIL incident management hierarchic vs. functional escalation
Source: https://wiki.en.it-processmaps.com/index.php/Incident_Management
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