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ITIL :: View topic - Incident co-ordinator Role
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Incident co-ordinator Role

 
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bluffonline
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Joined: Sep 22, 2006
Posts: 1

PostPosted: Tue May 08, 2007 11:49 pm    Post subject: Incident co-ordinator Role Reply with quote

I would require some help in getting what is the role and resp that an IC co-ordinator will play ?

Any help on this would be greatly appreciated.
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sherlock
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Joined: Apr 07, 2006
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Location: Brussels, Belgium

PostPosted: Fri May 11, 2007 10:15 pm    Post subject: Reply with quote

some may define this role in participating on process improvement, but I'd rather focus on the practical part:
- function as a watchdog of dispatching tickets within his/her group OR when the coordinator role is over several departments measuring fault tolerance of wrongly dispatched tickets
- keep an eye on long open tickets or tickets that do not move or tickets that bounce between groups
- function as an escalation point +management point of contact
- key person in practical process improvement & gap analysis
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