Monday, February 18, 2013 12:26 PMI've recently taken over the Service Desk at our company and some of the 'complaints' I have from those manning the Service Desk are their metrics. They are currently graded on the SLA when the incident is open until it is closed. Here's how our SD currently works. They receive a call and they become the owner of the incident and are the single point of contact for the customer. If they cannot figure out the problem, it is escalated to another group via a WorkOrder (sub to an Incident). If the owner of the WorkOrder cannot resolve the issue within the SLA, it not only affects them, but the Incident owner as well. My question is, when an Incident is escalated, should it be passed to the next escalation group so that they become responsible for it entirely?
Sunday, February 24, 2013 10:22 PMModerator
Hi WDE, I think you can address this scenario using the idea behind of operating level agreement (OLA). Look:
Hope that helps
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Sunday, April 21, 2013 10:27 AMModerator