ITIL · Question #464
An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?
The correct answer is D. A hierarchic escalation. Informing a manager that more resources are needed to resolve an incident is a hierarchic escalation, as it moves the issue up the management chain rather than across to a more skilled team.
Question
An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?
Options
- AA functional escalation
- BA service level escalation
- CAn incident resolution
- DA hierarchic escalation
How the community answered
(49 responses)- A2% (1)
- B4% (2)
- C2% (1)
- D92% (45)
Why each option
Informing a manager that more resources are needed to resolve an incident is a hierarchic escalation, as it moves the issue up the management chain rather than across to a more skilled team.
Functional escalation involves transferring the incident to a team or individual with greater technical skill, not informing management to secure additional resources.
Service level escalation is not a recognized ITIL escalation type; ITIL defines only functional and hierarchic escalation.
Incident resolution refers to the actual restoration of the service, which has not yet occurred - the technician is still seeking the resources needed to resolve it.
Hierarchic escalation in ITIL occurs when an incident is referred upward through the management hierarchy because additional authority, visibility, or resources are required, rather than deeper technical expertise. Notifying a manager to obtain more resources is a textbook example of vertical escalation through the organizational structure.
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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