To get a more efficient service desk, tickets should be handled properly, and escalated in a timely manner according to the SLA. This phase will take you through the following activities:

  • Identify incident management challenges and metrics
  • Determine incident management workflow
  • Define critical incident management workflow and communication plan
  • Design categorization scheme
  • Identify resolution and status codes
  • Design a prioritization matrix
  • Build escalation steps, timeline for response and resolution

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Search Code: 83245
Published: February 21, 2017
Last Revised: January 7, 2021

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