Incident management - Concept
Escalation path
The agreed route for passing an issue to people with greater expertise or authority
What's it for?
Makes clear where an issue should go when the current person or team cannot resolve it.
For example…
A support issue starts with the service desk, moves to the application team if they cannot solve it, then follows the escalation path to the vendor if specialist help is needed
A project escalation path says unresolved scope conflicts go from the delivery manager to the programme director and then to the steering group