How are you assigning incidents in your ITSM projects?

[Suggy]

How have you set up the incident assignment process in the ITSM projects that you have handled?

Are you assigning support group of CI or support group of service offering OR using predictive or task intelligence?

OR are you assigning to service desk always who then does the triaging? OR

Any other solution are you using?

We are having a debate going on.. that it should always be assigned to Service desk and they should be training in handling L0/L1 issues.

Other side, they are saying to assign directly to L2/Le based on the support group mentioned in CI/SO so reduce MTTR. 

PS - I know that there might not be a one size fits all solution for this, and that it depends on the organization maturity, operating model, support model, process maturity etc, but I wanted to know how you have done in your projects that you have handled.

[kaushal_snow]

Hi @Suggy ,

We used ServiceNow auto assignment rules and support group on CI or service offering and predictive/classification ML, but only when CI/service & category are clear and historical data shows these incidents rarely need escalation, otherwise everything routes to Service Desk for triage so they pick up what they can using knowledge articles and escalate the rest...

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[Suggy]

Hi @kaushal_snow Thanks for replying. I see that you are using hybrid approach.

Can you share more insights on how you have set up all of them? Like how you are determining which incident should go to Service desk vs support groups of CI/SO.

What criteria are you using.

Is it like if CI/SO is populated, you assign to the support group and if CI/SO is not set, you assign by default to Service deck like a fall back?