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ITIL :: View topic - Service Desk <--> Incident Management
Joined: Mar 14, 2005 Posts: 26 Location: Brussels, Belgium
Posted: Tue Sep 20, 2005 1:43 am Post subject: Service Desk <--> Incident Management
Ladies and Gentlemen,
Am I right in assuming the following (i know, i know never assume, because you make an 'ass' of 'u' and 'me'):
Service Desk:
PC hardware and software, phone infrastructure, staff, sheduling of shifts, .. procedures+people+ICT ..
Incident Management:
Specially designed procedures to solve 'business problem' of customer (whoever that may be) .. supported by incident management tool ..
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Tue Sep 20, 2005 4:43 pm Post subject:
Incident Management:
Close enough - though using the word 'problem' in a descritpion of what the IM process deals with is courting misunderstandings Don't forget IM isn't meant to deal with any old 'business problem' - rather the disrutpion to agreed IT service levels to the business. Service Level Management is a critical supporting process for IM.
Service Desk:
Not quite (I think). Not sure why you are listing technology groupings - the Service Desk is not another technology support group.
SD is the public face of the IT organisation - intended to ensure access to the IT organisation by the business (end-user) community.
They are a single-point-of-contact for all service requirements. This is why Incident Management starts at the SD, for all Services, not just Desktop &etc.
They also play a critical role in communicating with the community about everything from planned outages to status reports on individual incidents.
They are often hooked up to technology that monitors key parts of the infrastructure and are the first to see major incident (outages) reports and threshold warnings (service level 'yellow lights').
They may co-ordinate communication with changes, work with other technical groups to help asses impact of changes on end-users,
In a best case scenario they are also empowered end-user advocates within the IT organisation.
So yep, they man counters and answer phones, but are also a valuable resource in ensuring relations between IT and the business are of a consistently functional and high-quality nature.
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Don't forget IM isn't meant to deal with any old 'business problem' - rather the disrutpion to agreed IT service levels to the business. Service Level Management is a critical supporting process for IM.
