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Incident management process within service desk

Posted: Wed Jan 18, 2012 5:42 am
by yakabons
Hi All
Please help, my company 2 teams to drive the IM process. The service desk who serves as first point fo contact for troubleshooting user issues and log calls on behalf of users to diff support teams. The IM team who follows up on calls logged and ensure that service is restored as per agreed SLA. Issue is, the service desk sometimes log calls with insufficient info which then the support teams rejects and reassign to IM team to get more info from users. The IM team find this to be a challenge because of the volumes of calls opened each day. I personally think, this delays the process and creates unnecessary additional work for the IM team. I stand to be corrected, but I feel, if it's logged correct for the 1st time round, then its easier to manage the process and do follow ups instead of having to analyse each incident and await user response that'll be recieved after 3-4 days of follow up. Can someone shed some light and maybe give a clear role definiton for these 2 teams to work hand in hand instead of blaming each other and questioning on who's responsibility it is. Also, the users have got a self service tool to log their own calls wich brings us to another issue of assigning calls incorectly. How can we make sure that the tools provided are utilised efficiently in a way that helps both the customer and the service provider. Who's responsibility is to ensure that the process is enforced? Is it about the quantity of the calls logged or the quality in which they are logged to ensure speedy response and recovery?

Posted: Wed Jan 18, 2012 10:53 am
Service Operation - ITIL v3

try to use returns to separate the sentances / points

Posted: Thu Jan 19, 2012 5:05 am
by Diarmid
John is correct on both counts.

Who is responsible for what and how you do things is always up to yourselves. If teams are in dispute about process then it is not clearly defined and that has other serious repercussions. Debating, negotiating, compromising and refering to "authority" (ITIL or even ITILCommunitydotcom) will not fix things and will not lead to evidence for a future fix.

Your head of service management needs to get the guidance of your quality manager to investigate, design and develop service management procedures built by clear and well considered policies and objectives.

It sounds awfully as if yours is an organization that has plugged in some service management software and expected everything to work better without any thought or effort.