Beginning and assorted confusion

[wireed]

We're headed down the itl road like it or not. Boss seems to think ITIL will be the aswer to all issues. Every thing can ge resolved with process. He's read the itl mini books and believes he has all the answers.

So the question begins A) where $%%^%^# does one start , we have a service desk (small headcount) B) under ITIL do all the tickets have to be owned by the service desk and and they control every aspect or is there some guide that provides a template. If we have to control and own each and every ticket, we better hire a lot more staff, any given day I have over 80+ tickets open and we can't control if they get done. so it's a continuing cycle of trying to get updates, closure info etc.

I have read the ITSFM book and don't see any clear statement that this is mandatory. I would think I could handle off to support and when resolved they would close rather then sending back to me to close???

Help


Tom

[Fabien]

Hey Tom,

You seem to be at the very beginning and I don't want to hammer you down with a long list of things, but here are a few tips you can choose to use, or not:

1. Acquire the Introduction to ITIL book for a starter. It's small and it's an easy read. It's ISBN: 0-11-330973-2. It's longer than the small OGC pocket guides and you will find wealth of info in there.

2. Schedule some training in ITIL Foundations. Nothing that I know will help you more than a few days in a room with an ITIL trainer and other guys like you trying to figure it out. Check out HPs website under education and ITSM.

3. Yes every incident must be recorded and the Service Desk "owns" it, which means it is ultimately responsible for finding a solution within agreed timeframe.

I hope it helps.
_________________
BR,
Fabien Papleux

Accenture
Technology Consulting | Service Excellence
Red Badge Certified

Twitter @itilgeek

[m_croon]

[wireed]

First , I have no quarrel with ITIL, just the cocept theis is the all knowing answer. Been thru Deming, TQM (Total quality management) SIX Sigma and others ,while useful tools, they are just that TOOLS. If you can't get cooperation /assistance from others it's futile. Every one points at the service desk to do it all and other then first level toubleshooting, ticketing and follow up, it's beyond our scope.

Yes we can improve, categories, status type resolution codes could help to a degree. But if the end user client/ responsible party doesn't find the need to resolve in a timely fash, I'm back in my cycle of looking for updates over and over and ITIL won't solve that.

Reports are done, show the increase volume but it has fallen on deaf hears so far, ITIL won't solve that one


Thanks for you input, I'll pick up the other book today .


Tom