ITIL · 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 or involving higher levels of management when an incident requires their authority or awareness, distinct from functional escalation which routes to higher 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
(31 responses)- A94% (29)
- B3% (1)
- C3% (1)
Why each option
Hierarchic escalation involves informing or involving higher levels of management when an incident requires their authority or awareness, distinct from functional escalation which routes to higher technical expertise.
Hierarchic escalation in ITIL is the process of notifying progressively more senior levels of management about an incident, typically when it has a major business impact, is at risk of breaching SLA targets, or requires management decision-making authority. It is about management visibility and authority, not technical skill routing.
Passing an incident to people with greater technical skill is functional escalation, not hierarchic escalation.
Using unnecessarily senior specialists describes over-escalation or gold-plating, not a defined ITIL escalation type.
Failing to meet SLA resolution times describes an SLA breach, which may trigger hierarchic escalation but is not the definition of it.
Concept tested: ITIL incident management hierarchic vs functional escalation
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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