New SDM question

[Ne0]

Hi All,

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

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...

[mmmonkeys]

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


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

[UKVIKING]

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