Mechanism to track incident completeness and quality

[Richard29]

problem:

2nd level support people report that incidents sometimes lack the quality or completeness to quickly resolve incidents at 2nd level.  That either means the tickets are too generic, lack answers to basic questions, or lack enough information to address an incident right away without asking for additional information. 

objective: 

Have a simple mechanism to assess the quality and completeness of incidents submitted in servicenow.  Allow people at 2nd level, incident manager or others to review incidents for completeness and quality, then use that as a KPI to assess progress in improvements of other metrics.  Do our 1st level support and triage folks need more coaching? Are they getting better?  Are 2nd level support able to resolve issues faster without having to call people back for more information. 

Does something like this exist out of the box? I've see this that's similar. 

Knowledge quality index:  You can create a Article quality index for knowledge management | ServiceNow Docs and add your own checklist of questions the do reviews using those questions.  Does something similar exist for rating the quality and completeness of incidents? 

[Jan Cernocky]

Hi Richard,

we had a custom solution to track quality of 1st level. INCs had a special tab with several fields and people were able to evaluate several aspects (such as correct routing, all important info added, etc.) on a scale on 1 to 5. You can then easily make a report and quickly identify where exactly is space for improvement.

Similarly, you can add a new field with user or group and fill it at certain moment to track who was actually processing the ticket.

E.g. we had a rule when assignment group changed from Service desk, fill in the "Agent" field with the person who changed the group (that is the agent escalating it to n-th level). Again, ideal for reporting and quickly identify the gaps

[Laura47]

Hi Jan.  I'm curious about the (1st level) Incident Quality tool that you mentioned.  Was that developed in house?  Or did you hire a developer to create that tool?  I ask because we're looking for something similar.  We want the ability to perform weekly or monthly quality review on a sample of incident records.  The idea is to identify gaps and/or areas where we can improve.  Proper documentation of our incident records will improve data quality, which will improve incident trend analysis and business decisions to ultimately improve our customer service.