Good morning,
We have currently few cases pending in our queue which are 3 months old / 4 months old / even 11 months old.
Parties involved: End-user - Our Service Desk = Our Customer (Where end-user is coming from)
End-user is reaching out to our SD as SPOC.
We can't resolve issue therefore our escalation point is going to Customer IT as 2nd / 3rd level support.
Today ticket is 11 months old & constantly we're reaching out to Customer IT, who haven't resolved this issue.
What I don't like:
1) We have very old tickets in our Queue;
2) We are constantly spending time on reaching out to Customer IT who hasn't resolved issue.
What I think is what we need to do:
1) Close case with proper resolution that unfortunately, we're not able to resolve this incident (Face reality).
Our Incident management team is thinking opposite - they think that ticket needs to be open until it's resolved.
Your Opinion? How do you deal with such situations in your company?
Incident 11 Months Old
First question
Is the service still down or impaired ?
Is the service working but at a reduced level of service for 11 months ?
If so, then this is NOT an incident any more
1 the customer has accepted a lower level of service
2 the service is no longer impacted
3 - raise a problem record against the situation
4 - close the Incident as the service impacted is at an acceptable level
Is the service still down or impaired ?
Is the service working but at a reduced level of service for 11 months ?
If so, then this is NOT an incident any more
1 the customer has accepted a lower level of service
2 the service is no longer impacted
3 - raise a problem record against the situation
4 - close the Incident as the service impacted is at an acceptable level
John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter