Need for Incident Coordinators following up for Service Desk

An open discussion on issues related directly or primarily to the service or help desk.
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Posts: 2
Joined: Tue Apr 17, 2018 8:00 pm

Wed Apr 18, 2018 11:32 am

issue routed to service desk (1st point of contact) -> guiding the user with L1 support and post investigation the ticket has been routed to higher level support team as the SD Agent cannot fix the problem at first go -> L2 Application coordinating teams cannot fix the issue either -> issue is finally resolved by the L3 Application owner \ Tool teams.

so in this case who will follow up with the end-users to get a confirmation for closing the ticket ?

L2 \ L3 generally don't make follow-up until the issue is critical (P1\P2).

So can we have separate Incident coordinators for the follow-up who will directly report to Incident managers and this will ease the process flow as Service Desk receives n- number of tickets everyday via calls\ email?

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Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Thu Apr 19, 2018 6:20 am

The Service Desk owns and manages the ticket regardless of where it gets assigned to

usually this means ensuring that the ticket is being progressed

In addition, the SD should be the conduit between the team - L1 - L5 and the user
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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