Incident Resolution and the 3 strike rule

Have you heard of the 3-strike rule in the world of ITIL?

One of the key practices within ITIL4 is Incident Management, which focuses on restoring normal service operation as quickly as possible following an incident. A crucial aspect of this process is the “Three-Strike Rule” which is designed to streamline communication and speed up incident resolution within a designated timeframe.

Understanding the Three-Strike Rule

This rule is implemented as part of the incident management process to ensure closure of incidents when the user is unresponsive. The rule operates on the principle of three attempts to contact the user before proceeding with the closure of the incident.

First Strike: The initial attempt to contact the user. This is typically a gentle reminder, informing the user about the incident and requesting their response.

Second Strike: If the user remains unresponsive, a second attempt is made. This communication carries a more urgent tone, emphasizing the importance of the user’s input in resolving the incident.

Third Strike: If the user still does not respond, a final third strike is issued. This communication includes a clear warning that further inaction could result in the incident being closed without resolution.

These communication attempts are made using at least two different methods on different business days to ensure the user has a chance to respond.

Benefits of the Three-Strike Rule

Some of the benefits which you might get if this rule is implemented correctly include:

Improved Incident Resolution Time: By setting clear expectations for user response, incidents can be resolved more quickly, leading to improved service levels and a better overall user experience.

Increased Accountability: The rule ensures that users are accountable for their involvement in the incident management process, thereby improving communication and cooperation.

Consistent Approach: The rule provides a standard procedure for dealing with unresponsive users, ensuring uniform and equitable handling of incidents.

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Enforcing the three-strike rule effectively in an organization requires a combination of clear communication, consistent application, and the use of appropriate technology. Here are some strategies that can help:

Clear Communication: The three-strike rule should be clearly communicated to all users. This includes explaining what the rule is, why it’s being implemented, and what the consequences are for not responding within the given timeframe. Clear communication helps set expectations and ensures users understand their responsibilities.

Consistent Application: Consistency is key in enforcing the three-strike rule. All incidents should be treated the same way, regardless of the user or the nature of the incident. This helps to build trust and understanding among users.

Use of Technology: Using technology can greatly assist in enforcing the three-strike rule. Automated systems can be used to send out the three notifications at specified intervals, track user responses, and automatically close incidents if no response is received after the third strike. This not only ensures consistency but also frees up IT staff to focus on resolving incidents.

Feedback Mechanism: Implement a feedback mechanism to understand the effectiveness of the three-strike rule. This could be through surveys or direct feedback from users and IT staff. Use this feedback to make necessary adjustments to the rule’s implementation.

Training: Ensure that IT support staff are trained on the three-strike rule and its enforcement. This will ensure that everyone understands the rule and applies it consistently.

Documentation: Document the three-strike rule in your ITIL Incident Management policy. This ensures that the rule is officially part of your process and provides a reference for both IT staff and users.

Your team may face some challenges which trying to enforce the three-strike rule in IT Incident Management:

1.???? User Awareness: One of the main challenges is ensuring that all users are aware of the three-strike rule and understand its implications. Despite clear communication, some users may not fully grasp the consequences of not responding to incident notifications.

2.???? Consistency: Maintaining consistency in the application of the rule can be difficult. Different team members may have varying interpretations of the rule, leading to inconsistent enforcement.

3.???? Technical Limitations: Depending on the organization’s IT infrastructure, implementing automated systems for sending notifications and tracking responses can be technically challenging.

4.???? User Resistance: Some users may resist the implementation of the three-strike rule, viewing it as punitive or unnecessary. This can lead to friction between the IT department and users.

5.???? Time Zone Differences: For global organizations, time zone differences can complicate the enforcement of the rule. A user may receive a notification while they are out of office, reducing the likelihood of a prompt response.

6.???? Urgency of Incidents: The three-strike rule may not be suitable for all incidents. For high-priority incidents that require immediate attention, waiting for three strikes may not be possible.

7.???? Legal and Compliance Issues: In some cases, closing an incident without resolution due to lack of user response could lead to legal and compliance issues, especially in regulated industries.

To overcome these challenges, organizations need to ensure clear and consistent communication about the rule, provide adequate training to IT staff, leverage technology effectively, and be flexible in the rule’s application based on the nature and urgency of incidents. It is also crucial to gather feedback and continuously improve the process based on user and IT support staff experiences.