From the course: Putting ITIL® into Practice: Incident Management
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You try it: Incident reassignment reduction
From the course: Putting ITIL® into Practice: Incident Management
You try it: Incident reassignment reduction
- [Instructor] Now it's your turn. Try the Incident Reassignment Reduction Technique with your team. Start by gathering data. How often are incidents reassigned, and why? Involve key stakeholders. Service Desk leads, support teams and process owners. Look for patterns. Are incidents bouncing between teams due to unclear ownership, missing information, skill gaps, or for some other reason? With the steps in front of you, it's time to act. Identify reassignment root causes. Are routing rules unclear? Do teams lack the right access or expertise? Set improvement actions, adjust workflows, enhance training or refine escalation paths. Assign owners to tasks, set follow-ups and track progress. Aim for solid planning, execution, and communication. Now, schedule your session, and start reducing reassignments today.
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Contents
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What is incident reassignment reduction, and why use it?59s
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Where and when to use incident reassignment reduction2m 27s
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Steps in incident reassignment reduction4m 56s
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Example of incident reassignment reduction5m 12s
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You try it: Incident reassignment reduction55s
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Review it: Incident reassignment reduction2m 4s
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