Page 335 - ITIL® Foundation 3.15

! Hierarchical Escala,on " Time
" Poli)cal Pressure
! Func,onal Escala,on " Skill1set
Functional escalation
Yes
Yes
Escalation
Functional Yes escalation
No
Hierarchic No escalation
Escalation Needed?
No
Resolution identified?
No
Management escalation
Investigation And diagnosis
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
The rules for escala-on of incidents must be agreed upon in OLAs and UCs with internal and external support groups respec-vely.
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