Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: oxafeqem
New Today: 4
New Yesterday: 59
Overall: 236305

People Online:
Visitors: 74
Members: 0
Total: 74



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Please help me define appropriate ownership
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Please help me define appropriate ownership

Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message

Joined: Oct 05, 2017
Posts: 1

PostPosted: Fri Oct 06, 2017 12:28 am    Post subject: Please help me define appropriate ownership Reply with quote

Please excuse my lack of ITIL knowledge as I ask this question.
I am hoping someone can point me to some concrete best practice documentation that supports my argument and provides benefits to assigning an incident to yourself once you initiate the first contact with the user.

Currently, my team has a team "bucket" with incidents assigned to the team but no individual person on that team and we each have our own personal "buckets" with incidents assigned to use.

The idea is well all address issues in the team bucket and communicate with the user but never really ever take ownership of an incident we are communicating on. This leads to incidents getting buried and getting lost in the shuffle.

I am proposing that once the first contact is made, we assign the incident to ourselves to take ownership and see the incident through to the resolution.

I guess I should ask if this is even best practice and if so, where I can find that documented somewhere so I can use it in my proposal?

I really appreciate your help!

I would be what you'd probably call level 2 support where my team specializes in one specific application in our application suite.
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3607
Location: London, UK

PostPosted: Fri Oct 06, 2017 5:25 pm    Post subject: Reply with quote


Your issue is not an ITIL issue or an IT Service Management issue

It is a company issue

I have been in IT since the 80s

Every org would have the people who were working on specific tickets linked some how to the fact that they are working on specific ticket

merely - at least to separate those tickets that are not assigned.

It is no different than any things is retail, restaurant etc

If you have to justify this basic concept

I advise that you run away from this org as soon as possible as it is due for a mnajor failure
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.