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ITIL :: View topic - Major incident ticket - Assignment Group
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Major incident ticket - Assignment Group

 
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Puskar
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Joined: Nov 09, 2007
Posts: 14

PostPosted: Thu May 24, 2018 10:56 am    Post subject: Major incident ticket - Assignment Group Reply with quote

Team,
Need to understand how the major incident ticket handling happens in other organisations as of today. I would elaborate.

We have a major incident group which runs with the major incident (end to end). After the major incident has been service restored who should take ownership of the ticket in the tool (we use Service now).

Should it be -
1. Major incident group who ran with the MI. OR
2. Should it be assigned to the technical SME who is the RCA owner.

NB - Assuming all groups are set in Service now in the first place.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Fri May 25, 2018 10:01 pm    Post subject: Reply with quote

Well

What does your process documentation state

And

ITIL says the service Desk owns all incidents and is the point of contact for the customers
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Puskar
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Joined: Nov 09, 2007
Posts: 14

PostPosted: Sat Jun 02, 2018 2:24 pm    Post subject: Reply with quote

We do not have a robust process documentation yet.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Tue Jun 05, 2018 2:54 pm    Post subject: Reply with quote

then get one done
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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