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ITIL :: View topic - New SDM question
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New SDM question

 
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Ne0
Newbie
Newbie


Joined: Jul 08, 2017
Posts: 1

PostPosted: Sun Jul 09, 2017 12:28 am    Post subject: New SDM question Reply with quote

Hi All,

I have been promoted to new role SDM , I am getting my ITIL service operation soon Smile...

My Question is in relation to my internal team.

My desk side support (one person) as ways says he is busy, so I tried to ask him what is his pressure points and he gives very lame reasons.

When I checked number of tickets that are closed he is very low compared to other team members. All you experienced SDM's please suggest how you deal if some says I am busy ?

Thanks you all...
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mmmonkeys
Newbie
Newbie


Joined: Aug 01, 2017
Posts: 3

PostPosted: Thu Aug 10, 2017 11:37 am    Post subject: Reply with quote

Sorry I'm a month late to the party... I too will be going into an SDM role soon Very Happy


But to your situation, I feel you'll need to establish a good sense of trust before you'd even remotely get a decent response that could help you help him.

Just my two cents, not that it really answered your question Razz
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3574
Location: London, UK

PostPosted: Fri Aug 11, 2017 3:53 am    Post subject: Reply with quote

My two cents

If he says he is busy - he needs to tell you - the manager - what he is doing that is occupying his time.

You may to use the HR crowbar

If he does not directly report to you. Deal with his manager
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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