What is referred to when an incident is elevated to higher management or authority?

When an incident is elevated to higher management or authority, this process is known as hierarchical escalation. This term specifically refers to the practice of moving an issue up the chain of command within an organization when it cannot be resolved at the current level of support. This often occurs when a situation requires additional expertise, resources, or authority that the current personnel do not possess.

Hierarchical escalation ensures that critical incidents receive the necessary attention and resources to resolve them effectively, potentially involving higher-level management who may have more influence or access to necessary support. This practice is crucial in environments where timely resolution of issues can significantly impact service delivery and customer satisfaction.

While organizational policies may guide the process, they do not specifically denote the act of escalating an incident. Emotional intelligence relates to understanding and managing your own emotions and those of others, which doesn't pertain to the escalation process. Functional escalation, on the other hand, involves involving a specialized team or function to handle an issue that requires specific expertise, but it is different from elevating an issue to higher management.