Escalation of Issues
Escalation of Issues is a fundamental concept within the Progress Theme of PRINCE2 that ensures appropriate management attention is given to issues that cannot be resolved at the current management level. The Progress Theme emphasizes the importance of having clear escalation paths for issues that exceed tolerances or cannot be resolved by the project manager. In PRINCE2, issues are categorized as problems, concerns, requests for change, or deviations from specifications that need management attention. The escalation process follows PRINCE2's management level hierarchy: Team Manager to Project Manager to Project Board, and potentially beyond to corporate or programme management if necessary. When an issue arises that exceeds a project manager's authority or impacts the project's tolerances, it must be escalated to the Project Board through an Exception Report. This ensures that decision-making occurs at the appropriate management level with the necessary authority. The escalation process is supported by PRINCE2's configuration management practices to ensure proper documentation and tracking of issues. Effective escalation processes provide timely resolution of issues, maintain project control, and ensure appropriate governance. They prevent minor issues from becoming major problems by ensuring they receive the right level of management attention at the right time. The escalation path should be clearly defined in the Project Initiation Documentation and Communication Management Strategy. By implementing structured issue escalation, organizations maintain project progress while adhering to the management-by-exception principle, allowing senior management to focus only on significant deviations from planned progress.
Escalation of Issues in PRINCE2: A Comprehensive Guide
Importance of Escalation of Issues in PRINCE2
Escalation of issues is a critical aspect of the Progress theme in PRINCE2. It ensures that issues that cannot be resolved at one level of management are promptly raised to a higher authority with the capacity to address them. This process is essential because:
• It prevents problems from stagnating and potentially derailing a project
• It ensures appropriate decision-making at the right management level
• It maintains project momentum by providing clear paths for issue resolution
• It supports the PRINCE2 principle of defined roles and responsibilities
• It reinforces management by exception by involving senior management only when necessary
What is Escalation of Issues?
Escalation is the formal process of transferring an issue to a higher authority when the current management level lacks either the authority or resources to resolve it. In PRINCE2, escalation follows predefined routes based on the project management structure and tolerance levels.
Types of issues that typically require escalation include:
• Request for changes that exceed current authority levels
• Off-specifications that impact project viability
• Problems that cannot be solved with available resources
• Issues that affect project tolerances (time, cost, quality, scope, risk, benefit)
How Escalation Works in PRINCE2
The Escalation Path:
1. Team Level - Team members identify issues and report them to the Team Manager
2. Team Manager Level - Addresses issues within their authority or escalates to Project Manager
3. Project Manager Level - Resolves issues within their delegated authority or escalates to Project Board
4. Project Board Level - Addresses issues within corporate or program tolerances or escalates to Corporate/Programme Management
The Escalation Process:
1. Issue identification and logging - Issues are recorded in the Issue Register
2. Issue assessment - Evaluation of impact and whether it exceeds current tolerance levels
3. Escalation decision - Determination if the issue requires higher authority
4. Formal escalation - Issue is communicated to the appropriate management level through Exception Reports
5. Decision-making - The higher authority makes decisions on how to proceed
6. Implementation - Decisions are implemented and recorded
7. Monitoring - Progress on the issue resolution is tracked
Exam Tips: Answering Questions on Escalation of Issues
• Understand the management layers: Be clear about which management level has authority for different types of decisions
• Know the tolerances: Recognize that escalation is primarily triggered when tolerances are forecast to be exceeded
• Identify appropriate documentation: Exception Reports are key for escalating issues to the Project Board
• Distinguish between issue types: Remember that different types of issues (requests for change, off-specifications, problems) may follow slightly different escalation paths
• Focus on roles and responsibilities: Questions often test your understanding of who is responsible for escalation decisions
• Connect to other themes: Escalation ties closely to Risk, Change, and Progress themes - show understanding of these connections
• Apply management by exception: Remember that PRINCE2 aims to involve senior management only when necessary through proper escalation
• Timing matters: Emphasize prompt escalation rather than waiting until damage is done
• Authority vs. notification: Distinguish between escalating for a decision versus simply informing higher management
When facing scenario-based questions, first identify who has authority to make decisions, whether tolerances are exceeded, and which communication path and documents should be used for proper escalation.
Go Premium
PRINCE2 Foundation Preparation Package (2025)
- 1825 Superior-grade PRINCE2 Foundation practice questions.
- Accelerated Mastery: Deep dive into critical topics to fast-track your mastery.
- Unlock Effortless PRINCE2 Foundation preparation: 5 full exams.
- 100% Satisfaction Guaranteed: Full refund with no questions if unsatisfied.
- Bonus: If you upgrade now you get upgraded access to all courses
- Risk-Free Decision: Start with a 7-day free trial - get premium features at no cost!