What is the use of additional technical expertise in the Incident - ProProfs Discuss
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What is the use of additional technical expertise in the Incident Management process called?



A. Incident classification
B. Functional escalation
C. Resolution and recovery of the incident
D. Problem analysis

This question is part of ITIL Foundation Exam Preparation - Newest edition available!
Asked by TBFTesting, Last updated: Feb 24, 2020

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2 Answers

T. Moore

Have keen interest in writing, traveller by heart.

T. Moore, Writer, MA, Washington

Answered Mar 27, 2019

The correct answer to this question is B. The use of additional technical expertise in the Incident Management process is called functional escalation. In many situations, functional escalation refers to the process of assigning an incident from one team member or team to another team member or team, often because the first individual or team does not have the skills required to resolve the incident, and the separate individual or team does. When this happens, the client or other person facing the problem is passed along to a different team or department who is in a better position to assist and solve the problem.

 

TBFTesting

TBFTesting

Answered Mar 08, 2018

Functional escalation
 

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