Question

A user logs an incident with the service desk about a failing application. The issue requires deep technical work by a specialist support team, so the service desk agent escalates it. The user later complains they have no idea what is happening with their ticket. According to ITIL 4, what should the service desk continue to do even after escalating the incident to another team?

Accepted Answer

Retain ownership of the incident, keep the user informed of progress, and coordinate updates until it is resolved

Answer

Transfer full responsibility, including all user communication, to the specialist team once the escalation is made

Answer

Close the incident record because the specialist team now owns a separate problem record

Answer

Reclassify the incident as a service request so it can be fulfilled through the standard catalog workflow