640bc943_IT_Service_Management_strategy__What_it_means
[Service catalog] Escalation Contacts [Who provides it] Business and ITSP Establishes reporting hierarchy in the event of service issues or failures, and identifies accountability within both organizations. [What it means] 
Defines the contacts along the escalation path for the business and the ITSP in the event of serious service issues response.
ITIL chief architect: How to build an IT Service Management strategy
What it means