Recommendations for an incident hand over process

An open discussion on issues related directly or primarily to the service or help desk.
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Joined: Sat Aug 06, 2016 8:00 pm

Tue Jan 30, 2018 11:50 am

Hi, this is my first post here.

I need to write an incident hand over process for when there is a shift change over. We have a loose verbal process but I'm wanting to make a good solid written process which is clear and concise. I need a good balance of not having unnecessary documentation but also needing something formal for accountability purposes. My ultimate aim to to make sure that the end user is taken care of by ensuring tickets don't get lost in the system.

Looking for advice, direction and recommendations anyone has.

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