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The End-User Incident Management Process Can Be Improved

Report Information

Date Issued
Report Number
2022-20-053
Report Type
Audit
Joint Report
No
Agency Wide
Yes (agency-wide)
Questioned Costs
$0
Funds for Better Use
$0

Recommendations

The Chief Information Officer should ensure that incident ticket handling requirements are followed including selecting specific codes related to the issues, documenting actions taken including the reason for reassignments, and obtaining user concurrence before closing the incident ticket.

The Chief Information Officer should evaluate the Agent Utilization metric for inclusion in the incident management program.