User Confirmation for Incident Ticket Resolution
The organisation I work for has an ITIL based process for Incident Management that requires all incidents to be confirmed as resolved by the user before being marked as resolved in our Service Management Tool. This leads to a lot of time being wasted by the Support Analysts chasing the users to confirm resolution and in some business areas has led to negative VOC - why do you keep chasing us?
The question I would like to pose to the forum is what do you do in your organisation? I am trying to gauge industry 'Best Practice' to help put together a case for changing our process.
Would be grateful for any feedback/comments.