I was wondering if anyone has some insight they could share please on our reporting situation.
Rather than the Service Desk owning Incidents and assigning out Tasks to a 2nd Line team for investigation, they will re-assign the Incident itself. We have no OLAs in place on our Incident lifecycle.
So if the SLA breaches, we attribute 'blame' for that to the team that resolved the Incident. But this isn't always fair as the team that resolved may only get the Incident for a very small amount of time, before the SLA breaches.
It may have been other teams that essentially were responsible for the breach.
Does anyone else have the situation and how do you overcome it? I guess looking at the longest assignments is one way. Or, is the implementation of OLAs really the best way around it?