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ITIL :: View topic - Escalation to the next level of support - best practices
Posted: Fri Apr 04, 2014 10:50 pm Post subject: Escalation to the next level of support - best practices
I am looking at revising our incident tool and the analyzing the use of the tool by 2nd and 3rd level (both internal). Is it best practice to have these group use and update the tickets themselves in real time or should the service desk manage those updates? We are a 24/7 shop.
Joined: Sep 16, 2006 Posts: 3292 Location: London, UK
Posted: Sat Apr 05, 2014 8:58 pm Post subject:
Smurphy
best practice is what fits for your company and in line with your processes.
if you want the Service Desk to be the secretarial service for 2nd, 3rd and other escalation points, then that is your organisation's decision
If, however, the 2nd, 3rd etc have access to the tool, then IMNSHO, they should use the tool - where appropriate _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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