IT Service Management Foundation Practice Test

Answer: D - Escalation is the human element of Incident Prioritization.

Key Takeaway: A major concept of Incident Management is the difference between Categorization and Escalation. Within Categorization, Impact + Urgency = Priority. Impact is the measure of how much the business is affected. Urgency is measure of how long the fix can be delayed. The human element of Escalation helps with determining which incidents should be moved up or down in priority.