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Search found 2 matches
Search found 2 matches • Page 1 of 1
- Wed Apr 18, 2018 11:44 am
- Forum: ITIL Discussion
- Topic: 3 strike rule in incident management
- Replies: 4
- Views: 5892
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 apar...
- Wed Apr 18, 2018 11:32 am
- Forum: The ITIL Service Desk
- Topic: Need for Incident Coordinators following up for Service Desk
- Replies: 1
- Views: 1804
issue routed to service desk (1st point of contact) -> guiding the user with L1 support and post investigation the ticket has been routed to higher level support team as the SD Agent cannot fix the problem at first go -> L2 Application coordinating teams cannot fix the issue either -> issue is final...