A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?

Question

A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.

As the Incident Manager for the service provider, which action will you take?

Albert Smith · Accepted Answer

Improve the triage step to guide priority 1 incidents to specialised groups.

Albert Smith · Answer

Shift all service desk employees to the priority 1 incidents when they happen.

Albert Smith · Answer

Add additional staff to the service desk team.

Albert Smith · Answer

Remove the triage step as this slows down the incident resolution.

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