Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: uvapuve
New Today: 6
New Yesterday: 42
Overall: 231620

People Online:
Visitors: 136
Members: 2
Total: 138 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Service Desk and Problem Management
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Service Desk and Problem Management

Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message

Joined: Jan 21, 2010
Posts: 9

PostPosted: Thu Mar 01, 2012 10:27 am    Post subject: Service Desk and Problem Management Reply with quote

I realize that Service Desk is a function of both Incident Management and Request fulfillment. With this in mind, should service desk have the ability to create problems and known errors?

My understanding that activity such as problem logging, etc and creation of known errors is done by Problem management. I realize that Problem wants to tightly control what goes into a Known Error database to maintain some integrity of what is actually in there that are truly errors and those that are not.

Is there any harm in having the service desk creating problems and known errors? Part of having Service Desk do this is knowledge maturity of their staff which I can agree with. However, no one in the deeper level support areas ever train/educate Service Desk.

One last thing to mention, the knowledge base that the Service Desk uses is contained in same database that the Known errors are stored in. The only difference is a categorization stating "known error". Service desk has a hard time understanding that "how -to/step by step instructions" is very different from a known error.

I'm curious if there's any harm or if it should absolutely be segregated and dealt primarily in Problem Management.

Back to top
View user's profile
Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Thu Mar 01, 2012 9:59 pm    Post subject: Reply with quote

The activity of setting up a problem record is governed by problem management (the function). An organization can authorize anyone they choose to have the ability to do it. They need the proper training and they need to follow the procedures and in all such actions they would be answerable to the Problem Manager since they would be performing a problem management role.

At some stage there is a review and approval process and it is practical for this to be under the control of the problem manager. If other people are allowed to set up records then their status would have to be "pre-approval" until the PM or his/her delegated staff have approved the entry. A status of pre-approval should mean that no action be taken and no use made of the information by anyone else.

Decide for yourself if this would be a suitable approach for your organization.

On a more general note, everyone is responsible for identifying and reporting possible problems. how this is transitioned into a problem record is a matter for your procedures.
"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
Back to top
View user's profile Send e-mail

Joined: Oct 26, 2011
Posts: 30

PostPosted: Wed Mar 28, 2012 7:55 pm    Post subject: Reply with quote

If your problem process says the service des kanalyst loggs the problem record then fine. but the whole problem record should be owned and managed from start to finish by the problem manager. Every company works different ways. But problem manager will work closely with the incident and service desk teams.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.