Losing visibility of service requests

[Ljdigih]

Hi,

Sorry if this has already been asked but I haven't been able to find anything. I was hoping to get some feedback/discussion/ideas on best practices for fulfilling service requests - specifically when they can't be fulfilled by the service desk and are handed off to a different group.

We aren't using an official service desk software system right now which is part of the problem. Currently, a request comes in and a ticket is created. Depending on what it is, it then has to go through a couple of approval/review steps and then to IT/OPs group for estimation and fulfillment. It then goes back to the Service Desk.

The problem is what to do when it is handed off? If we assign the ticket to one of these different groups, the Service Desk team loses visibility of it. We are able to still receive notifications when they update the ticket but it doesn't show up on our list of open tickets anymore so it sometimes gets forgotten. I was wondering what others were doing, what the best practice was...

Anything you can provide is greatly appreciated.

[UKVIKING]

the service desk needs to track an incidents period

it is their job

[Ljdigih]

THanks. I know they need to track them but how can they track them if they have assigned them to someone else to fulfill?

[jpgilles]

To me, in ITIL concepts, the incident should stay with the service desk; a task should be assigned to one (or more) support group(s), with proper OLA(s), and the SD should monitor the work of the support team(s) vs this(these) OLA(s).

unfortunately, some so-called "ITIL-Compliant" tools do not allow that ...

Alternatively, you may arrange for reports on opened & closed tickets to be automatically generated, so that the SD can know what tickets were closed or are still opened, on a regular basis (at least every -early- morning).

rgds.

[UKVIKING]

Ljdigih

Are you using a Ticket system - Remedy, ServiceNow, etc

Track through that