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

Current Membership

Latest: IILFlora
New Today: 30
New Yesterday: 62
Overall: 142005

People Online:
Visitors: 72
Members: 4
Total: 76 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

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.


The Itil Community Forum: Forums

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

Development Requests and Service Desk

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
StaceyF
Guest





PostPosted: Wed Jan 19, 2005 11:44 pm    Post subject: Development Requests and Service Desk Reply with quote

At my company we have a problem where people call our helpdesk and request assistance on development servers or systems. We excalate these incidents and it drives the support partners crazy - often because the requestor articulates the problem like it's life or death and often it's after hours. According to the ITIL process how should these requests be handled?

Thanks!
Back to top
cysun
Newbie
Newbie


Joined: Dec 21, 2004
Posts: 3
Location: KL, Malaysia

PostPosted: Thu Jan 20, 2005 11:36 am    Post subject: Reply with quote

Are the support partners external to your company or are they part of in internal team? You may sign a Operational Level Agreement (OLA) with the internal folks, or have an underpinning contract with the external folks to formally agree on what are acceptable terms and conditions on which you operate on, i.e. pre-agreed response times, operational hours, acceptable turnaround times for solutions, etc.

Problem Management is the process that I think this issue falls under. However, it seems like you need to categorise carefully the incident so that there will be some form of credibility between your company and your support partners. This will ensure that not every incident recorded by Service Desk falls under the "life or death" category, and the support partner can deal with the escalated incident according to the level of category set by Service Desk.
Back to top
View user's profile
jpomales
Itiler


Joined: May 13, 2004
Posts: 31

PostPosted: Fri Jan 21, 2005 2:34 am    Post subject: From Service Support Side... Reply with quote

The way I think this should be done is that the Service Desk will register the request as such (not as an Incident), prioritize and route. In my opinion, Problem Management need not be invoked. Remember that PM is involved in Root Cause Analysis and Known Errors. This is not the case if what the person is requesting is a code change. Now, if what the person is requesting affects the service he/she is using, then the request is entered as an Incident and could become a Problem if no Root Case is known.

After the request is registered and prioritized, the next logical step to take is to put it through the Change Management process for the proper evaluation. The Change Management process, through the Change Advisory Board, will perform the necessary evaluations including SLA's, OLA's, etc. Once it's approved it goes through the Release Management process.

I hope this helps.

Regards,
_________________
audentes fortuna juvat
Back to top
View user's profile MSN Messenger
blamblam
Itiler


Joined: Jan 16, 2005
Posts: 37
Location: New Zealand

PostPosted: Fri Jan 21, 2005 5:57 am    Post subject: Reply with quote

What is the priority of these Incidents? What the criteria that you are escalating them to your support partners? Your SLAs should reflect whether the affected system is a "life or death" situation, inside or outside of hours. Typically though, development systems do not carry as high a priority as production systems and as a result do not get the same level of attention.
Back to top
View user's profile Visit poster's website
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk 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 http://www.nukecops.com

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.