Posted: Sat Mar 12, 2011 5:17 am Post subject: ITIL Field Tech/dept question
I have a question how (if) ITIL describes how a Field tech department SHOULD be set up.
For instance, our current setup has multiple sites and then sites are grouped into regions by geography. We then have tech's that are assigned regions, but yet are dispatched by a central dispatcher to within their respective region. I'm just wondering how ITIL would suggest departments be set up. Oh this is essentially the second tier support with a helpdesk as the first tier.
Joined: Jan 13, 2011 Posts: 14 Location: California
Posted: Sat Mar 12, 2011 7:12 am Post subject:
To follow up on my previous post. Is there a business reason for the way you are currently set up? I’ve used queue managers within the Service Desk function to route tickets to various capabilities that perform Incident Management (like field services). Bottom line, in my experience the drivers for changing how departments are set up should be based on a business need; anyone can wear multiple hats and perform Incident Management, etc.
the business reason would be poor management IMO. That is why I was trying to find something that stated "set it up this way"...etc. I wanted to have something to be able to point at to show a reason for change.
Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Sat Mar 12, 2011 8:46 pm Post subject:
organizational structures do not cause poor management - people do. Changing the structure, even if it is the right thing to do, will not change the people doing the managing. The way to improve your service is not to make an assumption about the cause (you seem to be assuming structure is the cause), nor to look for an abstracted authority apparently defining "correct" practice, but to analyse what is now happening and what is now going on and then to identify specific steps to remedy the situation.
I lose count of the number of times I have seen management wring their hands at poor performance, decide to reorganize their department and then do the same a year later, when all they had to do in the first place was improve their management system. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Mar 10, 2008 Posts: 403 Location: Sunderland
Posted: Tue Mar 15, 2011 1:25 am Post subject:
Perhaps they're set up that way for reporting/metrics purposes but the assignment is retained centrally possible for ownership or cost reasons. ITIL is descriptive not prescriptive and it won't tell you how this should be done especially as there is no single right way.
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