Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What type of escalation occurs when the service desk cannot resolve an incident themselves?

1. Functional

2. Hierarchic

3. Problem management

4. Call closure

The correct answer is: Functional

In the context of ITIL, when the service desk encounters an incident that they are unable to resolve themselves, they initiate functional escalation. This type of escalation involves passing the incident to a more specialized team or individual who has the specific expertise or authority required to address the issue effectively. Functional escalation is essential in maintaining service continuity and ensuring that incidents are resolved in a timely manner. By directing the issue to the appropriate technical support groups, the service desk can facilitate quicker resolution times and enhance overall customer satisfaction. The other options do not accurately describe this process. Hierarchical escalation typically involves escalating an issue up the organizational hierarchy when it cannot be resolved at the current level, often due to severity or urgency, rather than for technical specialization. Problem management is focused on identifying and managing the root causes of incidents rather than on resolving individual incidents. Call closure refers to the process of formally closing an incident once it has been resolved, which is a different action altogether.