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: pierrewardini
New Today: 1
New Yesterday: 42
Overall: 148409

People Online:
Visitors: 40
Members: 2
Total: 42 .

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 - Merging to Service Desk Organizations?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Merging to Service Desk Organizations?

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


Joined: Dec 15, 2007
Posts: 1

PostPosted: Sun Dec 16, 2007 9:03 am    Post subject: Merging to Service Desk Organizations? Reply with quote

I have been placed in charge of a support desk at an Medical College, and on of the first project I am being tasked with is merging (absorbing actually) the clinical support group. The clinical support group works on a revenue cycle that correlates directly with the clinical operations. The merger is a cost savings measure and I will be in charge of the combined groups. I have been looking for information on how to merge two helpdesks who have different cultures and different models into one cohesive unit. I know it isn't going to be easy. Does anyone have any advice they can loan, or point me to resources that I could use to come up with a merger plan? Thanks.
Back to top
View user's profile
dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Sun Dec 16, 2007 9:32 am    Post subject: Reply with quote

Yes, I have been through this before and the best tip I can give is fully define both groups' processes first.

This is no easy thing to do. Much of the organizations' processes will be institutionalized. It will take a lot of very insightful investigation to uncover many of the subtle aspects of their processes.

Get out Viso and flow their entire core processes from cradle to grave. Then find out what processes take place outside their primary roles and flow them out fully (some of these might include processes for Reporting, Extraordinary Event Handling, Afterhours, VIP, Disaster Plans, etc).

Once you have done this, you can then map the processes against each other and make some best-of-breed decisions. In this step, you will need a lot of management support.

At the end, there will be some unhappy people around the table. That is the nature of the beast.

Good luck,
Don
Back to top
View user's profile
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.