Incident management - Activity
Technical escalation
Passing an issue to someone with deeper technical expertise when the current team cannot resolve it
What's it for?
Gets a difficult technical problem to someone with deeper expertise when the current team cannot solve it.
For example…
The service desk cannot diagnose a database deadlock, so the issue is technically escalated to the database specialist
An application team reproduces a vendor product defect and raises a technical escalation with the supplier's engineering support team