Question #10 in the ITIL Sample Exam Questions

1. Functional Escalation is about escalating the incident to the technical support team, Hierarchical Escalation is about escalating to the corresponding level of management.
2. Functional Escalation is about escalating to the corresponding level of management, Hierarchical Escalation is about escalating the incident to the technical support team.
3. There is no difference, they both mean the same thing, which is escalating to the appropriate level of management.
4. There is no difference, they both mean the same thing, which is escalating the technical support team.

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