Multiple choice technology

Hierarchic escalation is best described as?

  1. Notifying more senior levels of management about an Incident

  2. Passing an Incident to people with a greater level of technical skill

  3. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

  4. Failing to meet the Incident resolution times specified in a Service Level Agreement
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A Correct answer
Explanation

Hierarchic escalation involves notifying more senior levels of management when an incident cannot be resolved within agreed timeframes or requires higher authority. This is different from functional escalation, which involves transferring to more technical specialists. Hierarchic escalation ensures appropriate management attention and potentially additional resources for critical incidents.

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