Service Desk & Escalation Processes Flashcards
7 cards from real CIM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Service Desk & Escalation Processes flashcards as text
Which metric best indicates whether a service desk's escalation threshold is set appropriately?
Answer: Escalation rate combined with Tier 2 resolution rate
Comparing escalation rate with how often Tier 2 actually resolves vs. returns tickets reveals whether the threshold is calibrated correctly.
A service desk receives an incident that falls outside normal business hours and no on-call specialist is available. What should the process dictate?
Answer: Follow the after-hours escalation procedure, which may include paging on-call management
After-hours escalation procedures ensure critical incidents receive appropriate attention even when regular support staff are unavailable.
What is the role of 'warm handoff' in escalation?
Answer: Verbally briefing the receiving team before transferring ownership of the incident
A warm handoff involves the escalating agent directly communicating context to the receiving team before transferring, reducing resolution time.
Which of the following BEST describes hierarchical escalation?
Answer: Escalating to higher management levels due to urgency, SLA breach risk, or customer demand
Hierarchical escalation involves management levels and is triggered by urgency, resource needs, or when normal resolution channels are failing.
A service desk ticket is nearing its SLA resolution deadline and Tier 2 has not responded. What is the correct action?
Answer: Trigger an SLA escalation alert and notify the Tier 2 manager
SLA breach risk should trigger an automated alert and manager notification so the incident receives priority attention before the deadline passes.
What information should ALWAYS be captured when a service desk agent escalates an incident?
Answer: Steps already taken, current impact, priority, and reason for escalation
Complete escalation documentation prevents duplicated effort and ensures the receiving team has full context to continue resolution efficiently.
How does a 'known error' record benefit the service desk escalation process?
Answer: It allows Tier 1 agents to apply workarounds or inform users without full escalation
Known error records document identified issues and available workarounds, enabling Tier 1 to resolve or manage incidents without unnecessary escalation.