Tips to improve young Incident and Request Practices

[JoeyKuhbander]

Looking for some tips or resources on how to help elevate my organization's Incident and Request practices. Both are very much in their infancy stages and currently we go from a P2 incident straight to an MI as the idea of a P1 incident is bad tabo lol. Our current Request practice does not have any SLA's yet.

Any stepping points or advice would be greatly appreciated. I have been challenged to see what I can to do to try and elevate the two practices.

[Mark Manders]

Start with setting up SLAs so people know within which timelines they have to come up with solutions.

Then get rid of the P1 taboo. Setup definitions, so everyone is talking about the same. What is a P1, what is a P2, what is major, etc. Without those it's a waste of time to even start with improvements.