How often should an open incident be updated?

moseth
Kilo Contributor

‎01-20-2020 07:13 AM

Hi Everyone,

Just a quick inquiry if there is an ITIL expectation on how often an open incident should be updated by the assignment teams? We have been using a number of 7 days that an open incident should be updated in... But this is just a # we came up with internally.

Wondering what others say OR is there an ITIL expectation I am not aware of?

Thank you for the assist.

Michael

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Dubz
Mega Sage

‎01-20-2020 07:57 AM

I don't think itil covers stuff like this, it's very much down to your business, the user and the priority of the ticket.

We have an initial response sla that requires a new incident to be responded to within 30 minutes and we have an sla running on P1 incidents that sends alerts if they're not updated every 30 minutes but other than that we just run sla's on resolution times and deal with lack of communications ad hoc via escalations (usually if and when customers complain).