As the Incident Manager for the service provider, which action will you take?

A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.

As the Incident Manager for the service provider, which action will you take?
A . Improve the triage step to guide priority 1 incidents to specialised groups.
B . Shift all service desk employees to the priority 1 incidents when they happen.
C . Add additional staff to the service desk team.
D . Remove the triage step as this slows down the incident resolution.

View Answer

Answer: A

Explanation:

When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.

Triage Step:

Improving the triage step is crucial in ensuring that priority 1 incidents are quickly identified and routed to the appropriate specialized teams. Effective triage ensures that the most critical incidents are handled promptly by those with the necessary expertise, reducing resolution times.

Reference: ITIL 4 emphasizes the importance of a robust incident triage process as part of the Incident Management practice to ensure that incidents are correctly prioritized and assigned (ITIL 4 Foundation, Incident Management).

Incorrect Options:

B: Shifting all service desk employees to priority 1 incidents can disrupt other services and is not a sustainable solution.

C: Adding more staff may help but is not necessarily a targeted solution for improving incident resolution efficiency.

D: Removing the triage step could lead to mismanagement of incidents and potentially worsen the situation.

Conclusion:

The most effective action is to improve the triage step to ensure that priority 1 incidents are quickly routed to specialized groups, making option A the correct answer.