New SDM question

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Posts: 2
Joined: Fri Jul 07, 2017 8:00 pm

Sat Jul 08, 2017 10:28 am

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...

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Posts: 3
Joined: Mon Jul 31, 2017 8:00 pm

Wed Aug 09, 2017 9:37 pm

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

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 :P
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ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Thu Aug 10, 2017 1:53 pm

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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