How have you set up the incident assignment process in your latest itsm projects?
Directly to the support group of CI or support group of service offering
Or using predictive or task intelligence?
or should it be assigned to service desk always who then does the triaging? Any other solution are they using?
Many of my colleagues tell to automate the assignment based on CMDB or task intelligence.
But the service desk is always getting trained to do basic troubleshooting. Knowledge articles keep getting update which helps them many times and incident can be solved by service desk only.
So we have a scenario like 50% of incident can be solved by service desk . Remaining gets triaged.
If we use incident routing based on CI or SO , it will just skip the service desk team.
So much of debate happening.
How are you handling
