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Survey and Incident closure

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Guest user Created:   May 15, 2018 Last commented:   May 15, 2018

Survey and Incident closure

Why does using Surveys to close tickets not a good idea and does this practice play against ITIL principles?
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ITIL® & ISO 20000 PREMIUM DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ITIL® & ISO 20000 PREMIUM DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Branimir Valentic May 15, 2018

Answer:
Getting users' feedback once incident is resolved is not against ITIL principles. Quite contrary, incident should be in status resolved until customer confirms the resolution. Or, as practice has shown, until certain amount of time (e.g. 3 days). I had a project where we use to call user to confirm incident resolution, so surveying users is OK if that's the preferred way. Some tools have that functionality integrated, so you can use that too.

Read the article "Incident resolution and closure: Waiting for the fat lady to sing" https://advisera.com/20000academy/knowledgebase/incident-resolution-closure-waiting-fat-lady-sing/ to learn more.
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May 15, 2018

May 15, 2018

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