Tips and tricks for effective Incident Resolution

[sachinsalvi]

Hello,

I can say our Incident Management process is in control; we have procedures, policies, etc defined, documented, circulated and regularly audited.

We now want "improvement" with primary AIM to reduce Resolution time and increase expected threshold.

While doing so we see that the support team would:
1. Flush their buckets > put ticket is someone else queue.
2. Waste energies in negotiating severity
3. provide unstable "workaround"
4. Request too may urgent fix (CR)
and so on ...

I dont know how to control this ... any suggestions?

Thanks, Sachin

[Diarmid]

Just briefly ('cos I'm out of time right now), nobody should be allowed to transfer a ticket ever. The ticket stays with the service desk. support teams are delegated to work on the ticket and the tasks need to be explicit and accepted by the receiving team including agreement on timescales.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718