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
Reveal answer Fill a bubble to check yourself
A Correct answer
Explanation

Hierarchic escalation refers to escalating an issue up the management chain to more senior levels of authority when it cannot be resolved at the current level. This is distinct from functional escalation (Option B), which involves escalating to more technically skilled staff. Hierarchic escalation is about organizational hierarchy, not technical expertise.

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