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ITIL :: View topic - Total Call Ownership (TCO)
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Total Call Ownership (TCO)

 
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millehh
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Joined: Nov 19, 2008
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PostPosted: Wed Nov 19, 2008 10:03 pm    Post subject: Total Call Ownership (TCO) Reply with quote

When the Service Center or Helpdesk escalates an incident, does the Service Center or Helpdesk still have the TCO or does the escalated team have TCO?
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UKVIKING
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Joined: Sep 16, 2006
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Location: London, UK

PostPosted: Wed Nov 19, 2008 10:25 pm    Post subject: Reply with quote

TCO is total Cost of Ownership


Total call Ownership is specious


Obviously, you have not taken an ITIL Course - especially concerning the function Service Desk and the process Incident Management. Otherwise you would know the answer.

Which I am leaving to be posted by some one more tactful than I
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John Hardesty
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millehh
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PostPosted: Thu Nov 20, 2008 5:18 am    Post subject: Reply with quote

I have taken the foundations course with a few others in my company but there is an disagreement on who has the TCO of an incident. I want to make sure I am not misunderstanding anything before our next meeting.
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UKVIKING
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Location: London, UK

PostPosted: Thu Nov 20, 2008 6:20 am    Post subject: Reply with quote

millehh,

I am sorry if I am a little gobsmacked.

I have never heard of TCO being used for managing an incident

TCO is Total Cost of Ownership

As far as owning the call, I am also gobsmacked that you, as stated, have taken the Foundation course and not comprehend who owns the call / incident.

Please re-read your ITIL foundation documentation - especially Incident mgmt and the function - service desk
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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: Sun Nov 23, 2008 10:38 am    Post subject: Reply with quote

I think what he meant was who or what carries the cost of resolving an incident if the handling has to be escalated.

I myself have the same question but more about releasing a package in RM
(please disregard if this is off-topic)

Cheers,
Asril
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UKVIKING
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PostPosted: Sun Nov 23, 2008 9:03 pm    Post subject: Reply with quote

Asilrm

OK, that make a little more sense

But does the Service desk have to decide or track hmm If i deal will ticket 200, this will cost the company X

No.

The Service Desk is the function that is customer facing and deals with IM
Incident Mgmt is concerned about restoring service
Problem mgmt is about finding out the underlying unknown root cause
etc

The Manager for the service desk, his manager etc up the food chain are concerned with costs. Not the poor sod chasing an incident

The costs include wages - normal and overtime.
As to whether the escalation to an external vendor should be costed before the work is assigned / executed upon

IT DEPENDS.

IF the external vendor is under a maintenance contract or service contract, then there should be some one within the cmpany who responsible for that.

If I as the duty Service desk manager can not escalate an issue to a 3rd party vendor - carrier, telco are usually done by the SD when tthere is an telco outage because the escalating may be expensive or the cost can not be determined, then WHAT THE F*** IS THE POINT OF HAVING A SERVICE DESK OR HAVE SERVICES WITH VENDORS.

Now, if the issue is whether an issue is having too much time(and money) spent on it, then use the incident ticket og files to see how many times has it been updated.

Make sure all parties update their tickets in a timely basis.
-------------------------------------------------------------------

The cost of resolving an incident is the responsibilty of the IT Department as a whole, the IT Service Desk in specific and the time/wages of the team trying to resolve the issue

If the SD escalate to the Wintel team a incident that is there, if there is a time spent log, then SD staff and the WIntel engineer had better keep their time logs up to date. Then the F&A departments do a bunch of calculation - which wil merely move the coinage around in the departments
that has already been spent.

The Wintel engineer is paid a salary - whether or not he works on incidents
The SD staff is paid a salary - whether he works on 1 or 1000 incidents

this cost is already borne by the company under wages.
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John Hardesty
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rpmason
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Joined: May 25, 2007
Posts: 105
Location: USA

PostPosted: Tue Nov 25, 2008 1:38 am    Post subject: Reply with quote

UKVIKING wrote:
Which I am leaving to be posted by some one more tactful than I


"The incident is owned by the Service Desk." Aka, "the call is owned..."

SD is repsonsible for ownership, monitoring, tracking, and communication for each and every incident. The SD can escalate the incident functionally and hierarchically, but ownership remains with the SD.

Please see Figure 5.2 in the Service Support (blue) book. --rpmason
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rpmason
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Joined: May 25, 2007
Posts: 105
Location: USA

PostPosted: Tue Nov 25, 2008 1:44 am    Post subject: Reply with quote

Millehh, please clarify what you mean by TCO.

As UK said, TCO is Total Cost of Ownership, while you said it means Total Call Ownership. I responded regarding who owns a call/incident. Asrilm responded regarding who bears the cost of a call/incident.

What question are you asking? --rpmason
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