What type of escalation occurs when an incident is moved up the organizational authority hierarchy due to inability to resolve it?

Hierarchical escalation is the process where an incident is elevated to higher levels of authority within an organization when the initial support staff is unable to resolve it. This step is important because it ensures that the issue receives the appropriate level of attention and expertise, thereby facilitating a quicker and more effective resolution. Hierarchical escalation often involves involving management or specialized teams that have more experience or resources to address complex problems that frontline staff may not be equipped to handle.

Other types of escalation, such as technical and operational, focus on specific aspects of the incident. Technical escalation typically occurs when the issue requires advanced technical knowledge or specialized skills beyond what the current support team possesses. Operational escalation, on the other hand, often deals with broader organizational processes or procedures rather than the hierarchical nature of authority within the organization. Task escalation usually involves moving tasks to different team members or groups but does not necessarily imply a movement up the organizational hierarchy.