Escalation, in IT service management, is the practice of transferring an incident or problem that cannot be resolved by the first-line service desk to a higher-level specialist or team with greater expertise. It is typically divided into functional escalation (handing off to technical experts) and hierarchical escalation (reporting up to management). Proper escalation enables faster incident resolution and helps maintain service quality.

Past questions testing this term · 1 questions

• 2021r03 #44IT サービスマネジメントにおいて，サービスデスクが受け付けた難度の高いインシデントを解決するために，サービスデスクの担当者が専門技術をもつ二次サポートに解決を…