How do you measure? | Support Group First Response SLA Breached for tickets handled by multiple support groups
We have a bunch of incident and request tickets that transfers from one support group to another support group. I want to measure the first response of each support group who handled the ticket.
Real-life scenario:
- Requester raised a ticket to report that she has slow Internet connection on her workstation.
- Service Desk took ownership of the ticket and found that this issue requires a site visit.
- Service Desk assigns the ticket to the Onsite technician.
- Onsite technician then assigned the ticket to Level 2 Network team for escalation after assessing the issue during site visit.
- Level 2 Network team resolve the ticket.
Questions:
- How long did it took for Service Desk (SD) to respond to the reported issue after ticket creation?
- How long did it took for Onsite technician to respond to the reported issue after SD endorsed the ticket for site visit?
- How long did it took for Level 2 Network team to respond to the reported issue after Onsite technician endorsed the ticket for network wide checking.