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ITIL :: View topic - Role Name?
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Role Name?

 
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Garfuncle
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Joined: Feb 21, 2008
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PostPosted: Thu Feb 21, 2008 5:57 pm    Post subject: Role Name? Reply with quote

We have a couple of people that help us on our service desk with chasing calls to resolution. Essentially they are looking at calls that have been outstanding for too long or have not been responded to in a while and chase the relevant staff to follow up and get the call resolved. At this stage we have been calling them Issue Trackers but are not comfortable with the name and would like to use something that is more appropriate and more ITIL aligned. I have been going through some ITIL literature but have been unable to find a similar role listed. Does anyone have any suggestions?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Thu Feb 21, 2008 7:47 pm    Post subject: Reply with quote

Service Desk staff is what they are
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Garfuncle
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PostPosted: Thu Feb 21, 2008 9:22 pm    Post subject: Reply with quote

I agree that they are Service Desk Staff as are the First Line and second line staff here. Surely within the Service desk staff there are Roles like First Line, Supervisor, Second Line etc? Is there no role for staff that are specifically there to follow up on calls rather than investigate, resolve or escalate calls (where calls are incidents and requests)
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UKVIKING
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PostPosted: Thu Feb 21, 2008 9:52 pm    Post subject: Reply with quote

ITIL does not really care what you call your staff -not that i an see in the Incident mgmt or service desk function

you can call them what ever you like

from a process point of view they are part of the incident mgmt / service desk function liife cycle

I have seen them called Service Support Analysts - which of course Ass backwards

The role w/in service desk is most likely second line as they are not talking directly with the users (service desk frontline)

dont get hung up with what the name of the role is

get concerned abotu how their actions and role is in the incident mgmt process
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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dboylan
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Joined: Jan 03, 2007
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Location: Redmond, WA

PostPosted: Thu Feb 21, 2008 10:58 pm    Post subject: Reply with quote

I have worked in factory environments where people whose job it was to follow up on orders and ensure they made it out the door on time were called "Fixers".
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Skinnera
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Joined: May 07, 2005
Posts: 121
Location: UK

PostPosted: Thu Feb 21, 2008 11:45 pm    Post subject: Reply with quote

Jeopardy Managers? (as in the Incident Fix SLA is in jeopardy)
Resolution Managers?
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UrgentJensen
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Joined: Feb 23, 2005
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Location: London

PostPosted: Fri Feb 22, 2008 2:53 am    Post subject: Reply with quote

Hi all,

I tend to agree with the sentiment that they're just part of the Service Desk and the most differentiation is that they are more 'outbound' callers.

If you do need to make up a name though then make it Incident XXX because it makes most sense to stay consistent to the process they work in.

How about Incident Management/resolution agents/analysts?

Just a thought...
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m_croon
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Joined: Aug 11, 2006
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Location: Netherlands

PostPosted: Fri Feb 22, 2008 5:25 am    Post subject: Reply with quote

How about 'Call auditors'?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Fri Feb 22, 2008 6:57 am    Post subject: Reply with quote

As a side note,

for change requests that have not been closed in a timely fashion and I have to chase the initiaitor down - usualy 3- 6 months old

I call it bum fluff

You can call the incident team that does the same role
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Fri Feb 22, 2008 12:21 pm    Post subject: Reply with quote

Why not refer to the main tasks of Service Desk as stated in the book?
Then you can divide the tasks to functional positions and call them as you like.
But to my opinion, the task of Service Desk is almost homogeneous which doesn't need any hierarchy whatsoever except maybe a supervisor/coordinator
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Garfuncle
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PostPosted: Fri Feb 22, 2008 4:11 pm    Post subject: Reply with quote

Thanks for all the replies, has been helpful
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