I am looking for feedback on how organizations manage their aging tickets. For example, do you have a formal outreach program by calling ticket owners for status.
I think the first step is getting reporting that you can put on the users' dashboards... if you have a live report on the ticket owner's dashboards where they can tackle their oldest incidents first, you can drive the behavior of keeping aging down.
I posted a video on how to get live aging reports in ServiceNow dashboards:
