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

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Joined: Jul 08, 2017
Posts: 2

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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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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Senior Itiler

Joined: Sep 16, 2006
Posts: 3603
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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