ITPEC IP April 2026 Question 61
In IT service management, which of the following is the case where a person in charge of the service desk entrusts the resolution of a high-difficulty incident reported to the service desk to secondary support with specialized skills?
Explanation
Escalation — the service desk hands an incident it cannot resolve to a support level with more specialized skills.
The service desk is first-level support: it records every incident and resolves what it can with known solutions. When an incident needs deeper expertise, it is passed to second-level support, such as application or network specialists; this is functional escalation. Raising an incident to higher management because of its impact or a threatened deadline is hierarchical escalation. In both cases the service desk still owns the incident and keeps the user informed.
Answer (c)
Why not others:
- •(a) FAQ — a collection of frequently asked questions and their answers, used so that common problems are solved without passing them on
- •(b) SLA — the agreement between provider and customer on service levels such as response time and availability; it sets targets, not who handles an incident
- •(d) Workaround — a temporary way to reduce or avoid an incident's impact while its root cause remains; it is applied, not handed over
Key rule: Escalation changes who handles an incident (functional: to more expertise, hierarchical: to more authority); a workaround changes how its impact is contained.
Service Management · AI-written, may contain errors
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