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Customers complain that reported incidents are responded to at first but then seem to disappear after a while with the customer no longer receiving a proper follow-up.
What is the most likely cause of this?
A common operational problem occurs when incidents are initially responded to but then lose attention.
EPI identifies incomplete shift handover as a major root cause because:
Incident ownership is not transferred correctly
Pending actions are not communicated
Operators on the next shift are unaware of unresolved incidents
Follow-up obligations are lost
This leads to customers receiving initial responses but no closure or updates.
Why other options are incorrect:
A: Even without auto-emails, incidents would still be followed up internally.
B: Skill level issues affect resolution quality, not disappearance of tickets.
D: Lack of contingency causes delays, not loss of tracking.
Thus, C is correct.
EPI DCFOM-Aligned Reference Concepts (Paraphrased)
Proper shift handover is essential to maintain service continuity.
Incomplete handover leads to dropped incidents and SLA failures.