ITPEC IP October 2023 Question 62
ITPEC IP October 2023 — Question 62 of 100
Passing a difficult incident from the service desk to specialized secondary support is escalation. Functional escalation transfers or refers the incident to personnel with deeper technical knowledge. Hierarchical escalation instead raises attention to a higher management level because of severity, urgency, or authority needs.
Answer (c)
Why not others:
- (a) FAQ is a reusable collection of common questions and answers
- (b) SLA records agreed services and service-level targets
- (d) Workaround is a temporary way to reduce or avoid an incident's impact without eliminating its underlying cause
Key rule: If the current support level lacks the skill or authority to resolve an incident, it escalates it.
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