How should incidents be assigned for resolution?

Incidents should be assigned for resolution based on expertise, availability, and workload because this approach ensures that the right individual or team is addressing the specific issue effectively and efficiently. By considering the expertise of the personnel, teams can leverage the specific skills and knowledge that are most relevant to the incident being handled. This not only increases the chances of a quicker resolution but also enhances the quality of the outcome.

Additionally, taking into account availability means that personnel who are currently not busy or have the capacity to take on more work will be assigned incidents, preventing bottlenecks and ensuring that incidents are resolved promptly. Moreover, considering workload helps in preventing burnout and ensuring a balanced distribution of tasks among team members.

This strategic approach to incident assignment ultimately leads to faster recovery times, better resource management, and a more effective incident management team.