Posted: Wed Nov 21, 2007 7:20 am Post subject: Major incident management
What's your approach towards the major incident management? (dealing with severity 1 incidents) I've been presented today a model which forbids the initial asignee from re-assigning the ticket back to the service desk if he decides that it was misassigned or that the problem lies somewhere else. Instead what one must do is figure out where's the problem, who is the best person/team to resolve it and call him/her directly.
So basically if I'm a server guy, I receive a sev.1 ticket and I realise that it's actually some network issue for which I'm not responsible, instead of sending back the ticket to the SD and adding a comment like "network connectivity issue, please contact XXX", I should contact XXX myself and work towards resolving the issue. What do you think about it? How do you deal with this issue?
Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Wed Nov 21, 2007 7:32 am Post subject:
In organizations I have been with, Level 1 Incidents are immediately brought to the attention of the Incident process manager (me). If it was assigned incorrectly, the person/group to whom it was assigned would call or page the Incident Manager and indicate that it needed to be re-assigned.
The thinking behind this was that the specialized 2nd level support groups would not have the institutionalized knowledge to quickly get it to the correct group. The person who will most likely have the knowledge (or know who to ask) would be the person in charge the of the Incident process.
that's smart, good point. but still, why not route them back to the SD with a quick hint on where could be the problem? in the end the SD should be the best persons to reassign it to the correct group.
in situations I have been in the incidents / problems were passed back to te "Service Desk". However there was a specalist team there who were in effect Incident / problem managers and the tickets were send back to them and not 1st line support as the original poster is correct in saying how do they know where to send it to next. Also it provided for better control.
I agree it should go back to an Incident / Problem manager and in some cases this could actually be a small team of people if the org is large enough or just one person. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
At our organization we page a group of IT operation managers that we call the "Priority 1" group for each priority 1 ticket that is assigned. This includes both our Incident and Problem Manager as well as other managers that need to be aware of the incident.
We've experienced problems with the first assigned group throwing the ticket over to another group without properly updating the incident ticket as to why it actually belongs to the second group. For this reason, we too are implementing the warm hand-off idea. The first group can reassign the ticket, but they must then notify the Help Desk and then personally talk to the group they are handing off to.
Agreed, this is IM and should be on the IM forum... oh wait, there isn't one.)
I always like this question. Most of the previous responses are in some way correct, be it 'by the Book', or just common sense, so I don't see this being the real problem here.
I think the way the service is delivered is less important than the culture/politics at play. This perspective is very important.
When you're introducing Incident Management it is still often seen as the domain of the plebs on the Service Desk, and can lack respect, which in turn leads to a continuation of incidents being thrown over the garden fence.
If you're going to have an Incident Management process then link it to appraisals, get business buy in and review, and make failure to comply seriously scary. I have seen great intentions, new processes, completely overrun because there's simply not enough authority afforded to the Service Desk and the IM.
So, for me, that is the battle- empowerment. Any half decent process will work if it's enforced. If people don't comply, throw the (sixth) book at them.
UJ _________________ Did I just say that out loud?
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