Which type of incidents may not require escalation?

Low-impact incidents typically do not require escalation because they are less severe and do not significantly disrupt services or operations. The essence of incident management within ITIL is to prioritize the response based on the impact and urgency of the incidents. Low-impact incidents generally result in minimal disruption to users or the business, allowing service desk staff to resolve them without the need to involve higher-level support or management.

In many cases, low-impact incidents can be handled directly at the first level of support. This keeps the escalation channels clear for more serious incidents that require additional resources or management attention. More severe incidents such as major incidents, critical incidents, or high-impact incidents would warrant escalation to ensure they are addressed promptly and effectively, as they pose greater risks to service delivery and overall business operations.