ITPEC IP April 2026 Question 61
ITPEC IP April 2026 — Question 61 of 100
Escalation — the service desk transfers an incident to support personnel with greater specialist skill or authority.
Functional escalation sends a difficult issue to a higher technical support tier; hierarchical escalation raises management attention when urgency, impact, or deadlines require it.
Answer (c)
Why not others: (a) FAQ provides standard answers; (b) SLA defines service targets; (d) Workaround temporarily reduces an incident's effect without necessarily resolving its root cause.
Key rule: Escalation changes who handles or oversees an incident; a workaround changes how the impact is temporarily managed.
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