Search found 2 matches

by beyond_chatterjee
Wed Apr 18, 2018 11:44 am
Forum: ITIL Discussion
Topic: 3 strike rule in incident management
Replies: 4
Views: 5892

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 apar...
by beyond_chatterjee
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

Need for Incident Coordinators following up for Service Desk

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...