Push to Front - Case study

Push to Front introduction:

The goal is to manage as many incidents as possible with first-line support teams (frontline). When incidents are escalated to the second and third support line (or higher) too frequently, it creates an additional workload and management burden for those teams. In many cases, this impacts the organization in terms of time and cost. Resolving repetitive incidents is not the teams' primary task of L2, L3 or higher, and having a high dependence on these teams affects the performance of the incident process. The key is to identify and measure how many incidents are currently being resolved at the front line (L1) and how many are at the remaining levels. This helps us understand which incidents have this behavior, what impact this has on times and costs, what categories they are in, what teams handle them, and how it affects the organizational structure.