| Once the incident is resolved and closed, it is important to obtain User feedback on his overall experience of Incident
closure. In some engagements, the User feedback may be sought only on certain incidents (based on some criteria or
randomly), while some engagements may choose to seek feedback on all incident tickets. The request for feedback can be
generated automatically through the IT Service Management tool (based on its rule setting). Feedback can be sought in many
ways like surveys, ratings, etc. In case poor feedback is received, the reason for the same must be gathered from the User. |
