Particularly in the case of tech support, what is the most widely accepted "correct" term for the act of artificially escalating a user or customer request, or maybe even circumventing support, service, or request channels and procedures all together? Are there differing terms for this act when requesting help or support versus when placing resource requests?
Aside from most commonly accepted term(s), does ITIL have an official term for this? All my searches for "disintermediation" AND "ITIL" return results dealing with "outsourcing your helpdesk" or something along those lines.
I seem to recall a colloquial term "turboing", but I cannot reach this website from work: http://www.macwhiz.com/articles/art-of-turboing.html if it is up at all anymore.
A very general term seems to be "disintermediation" but that seems to have been adopted by economics and retail sales disciplines.