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by botty1963
Mon Aug 17, 2020 5:27 am
Forum: ITIL Service Delivery
Topic: SLA with low volumes
Replies: 2
Views: 5263

SLA with low volumes

Hi all. I have a customer where around 80% of the Incidents raised, are ultimately identified as not being valid Incidents as they are not faults within our solution. We spend a lot of resource time verifying that this is the case, and we then suffer against the SLA of genuine Incidents. I am lookin...