Incident/Problem Ownership
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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?
wde
All Replies
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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:
http://technet.microsoft.com/en-us/library/cc535093.aspx
Hope that helps
Regards,
Cleber Marques
MOF Brazil Project: Simplifying IT Service Management
MOF.com.br | CleberMarques.com | CanalSystemCenter.com.br- Proposed As Answer by Cleber Marques MSFTMicrosoft Employee, Moderator Sunday, February 24, 2013 10:22 PM
- Marked As Answer by Cleber Marques MSFTMicrosoft Employee, Moderator Sunday, April 21, 2013 10:26 AM
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Sunday, April 21, 2013 10:27 AMModerator
I’m changing the status for this post as answered, if you need any help about MOF please open a new thread. J
Hope that helps
Regards,
Cleber Marques
MOF Brazil Project: Simplifying IT Service Management
MOF.com.br | CleberMarques.com | CanalSystemCenter.com.br
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