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IT Support & Hardware · Foundational

Functional Escalation

Transferring a ticket to a team with greater technical expertise or the right specialty.

Definition

Functional escalation moves an issue horizontally or up to a specialist group, such as from Tier 1 to the network team. Ownership of the ticket may stay with the service desk to keep the user informed. Escalation criteria are defined by SLAs and procedures.

Example

Reassign a VPN tunnel failure from the service desk to the network operations group.

Exam tip

Functional = expertise; hierarchical = management authority.

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