Posted: Thu Apr 19, 2018 1:44 am Post subject: 3 strike rule in incident management
Follow-up are generally agreed against Incident management however we generally see Follow-up made by L1 (Service Desk) only.
L1 is aligned as first POC for all the end-users, responsible for dealing with every ticket coming in their queue via Calls \ email.
L2 is always aligned with extra work apart from giving second line support to the end users (like patch apply via SCCM etc) (varies from org. to org.)
L3 - generally are the Application owners who deals with issues which are specific to their tool as in Citrix, VDI, Oracle DB etc or else in high priority issues.
Joined: Mar 25, 2018 Posts: 3 Location: Sydney, Australia
Posted: Fri May 11, 2018 9:54 am Post subject: Incident Closure - Guidance
Hi There, for our Incident Mgmt Implementations - We suggest the following customer centric approach.
1. Allow the 'Assigned Resolver Group' (L1,2 or 3+) to update the status to 'Resolved' (Once Resolved from there perspective)
2. This then sends an email to the customer informing them that the Incident has been resolved. If ........they believe this is not the case, then they can click on the Incident which will then allow them to send feedback back to the resolver group and will change the status to Open (and so on.....).
3. If the customer receives the email is happy that the Incident is indeed resolved they can click on 'Close the Incident' (the status changes to closed....happy days...)
If the Customer ignores the email or takes no action.... the Incident automatically closes within 3 days.....
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