How to spruce up existing Service Deli. process for SOC Team

[praven0078]

I'm looking for some advice/inputs on delivery slackness that was identified by a surprise floor/process audit performed by internal auditor against SOC team.

Four major issues that were unearthed against SOC team with respect to service delivery which needs immediate attention:

• Multiple ticket hops for cross-tower incidents in the P3/P4 categories – this is impacting our MTTR and resolution time SLAs big time.
• Effectiveness on Ticket Audits & Breach analysis need to improve from Technical towers – this is almost ZERO under the ERSS case. This is of utmost importance and if not done, the hygiene issues are not adhered to.
• Ticket updates in the work log are close to NIL and it is very disturbing to see that after 4 years of service!
• 4Eye adherence (Change Management - implemented RFC peer review) is very low as well- this will leads us to outages in change very soon, if not addressed now!

Much appreciate any/all inputs from this group to close out these issues.