Should Service Desk Incident Be Assigned 2 Datacenter

[Badal]

Hi All,

I am working as a Manager (Database) in the Datacenter Team of one of the companies in India. Recently in one of our web application's there was problem of the home page not getting loaded because of which users at various sites started making calls to the Service Desk and the Service Desk immediately lodge an incident in the REMEDY. Due to lack of FAQs, SOP, Higher Level Excalation Matrix the Service Desk couldn't either solve the issue either at L1 or L2 level.

But does that mean the ticket should be assigned to the Manager (Database) in the Datacenter Team who is in to a different funtion group and the function group which has its own Incident Mgmt, Problem Mgmt, Change Mgmt etc and so on. Or the Service Desk's L1s or L2s should have followed the proper FAQs & SOPs and tried to solve the issue. And If couldn't solve then should have followed the Excalation Matrix [Email IDs, Phone No. ] details given in the SOP and shoud have contacted through either Email or Phone and initmated about the issue.

So far as per the ITLv3 is concerned, correct me if am wrong , what i believe once the issue had been Escalated to the Datacenter [through Email or Phone] , then Datacenter should've tried to troubleshoot and if it would find that the issue was at the O/S, or Database level then it would immediately generate an internal Incident for the Dataceter function group in the REMEDY using its own CTI, Function, and Group and resolve the issue at its own level. Once the issue is resolved the Datacenter would revert back to the Service Desk either by Email or Phone and initmated about the issue being solved with proper Summary of the Reasons and Resolution Notes.

And finally the Service Desk would have to close the Incident at its own L2 level by putting in the given feeback about the Issue with proper Summary of the Reasons and Resolution Notes...

Is it recomended to have the ticket generated in one function for an Application issue and assigned the same ticket to the other function.For Example: Service Desk ticket being assigned to Operation Mgmt. Or should Operation Mgmt create its own ticket in the Datacenter, if it finds an issue at O/S or Database level pertaining to the same Application Issue for which the ticket is being assigned from Service Desk.

My question is can an incident that is created at the Service Desk level for any reason be assigned to another function i.e Operation Mgmt for example to the Datacenter.

Please acknowledge, if i am correct or not...

[UrgentJensen]

Hi Badal,



'But does that mean the ticket should be assigned to the Manager (Database) in the Datacenter Team who is in to a different funtion group and the function group which has its own Incident Mgmt, Problem Mgmt, Change Mgmt etc and so on.'

There's one central issue at play here in that you don't have joined up support processes.

Whether you should have been dragged into the incident or not is irrelevant. If the processes were completely defined across your different IT groups then you'd know automatically what your responsibilities are.

'Is it recomended to have the ticket generated in one function for an Application issue and assigned the same ticket to the other function.For Example: Service Desk ticket being assigned to Operation Mgmt. Or should Operation Mgmt create its own ticket in the Datacenter, if it finds an issue at O/S or Database level pertaining to the same Application Issue for which the ticket is being assigned from Service Desk. '

Ideally, if you're all internal teams in the same organisation you should be using a single service management/work flow/ticketing system. It's just common sense. If you are not in the same organisation, e.g. outsourced contract, then you need to have strict integration between your IM processes.

So, you're correct in the theory but it sounds like you have plenty to do to make that a practical reality.

Start with looking at your IM process flows and get everyone re-trained on them.

Good luck,

UJ
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