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ITIL :: View topic - Owernship of Incident Tracking Tool
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Owernship of Incident Tracking Tool

 
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kwinston
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Joined: Oct 30, 2007
Posts: 16

PostPosted: Thu Jan 10, 2008 12:30 am    Post subject: Owernship of Incident Tracking Tool Reply with quote

Looking for some feedback...

We're currently looking at expanding the the tool we use for tracking incidents at the Service Desk to include modules for change management, asset management, service level management, etc.

I was hoping to get some feedback on which group typically owns this tool (responsible for managing customizations, ultimate decision to upgrade, etc). Since all of IT is expected to use the tool for tracking incidents/requests, as well the project management office will use it for tracking changes, which group does it make sense to assign ownership?

Predominately this has always resided in our Customer Services group, but with plans to introduce and adopt more and more ITIL best practices, does it make more sense to have this owned through the Service Management group?

Thanks in advance for your feedback!
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu Jan 10, 2008 6:54 pm    Post subject: Reply with quote

Hmm...

It depends if you're going to adopt formal ITIL roles along with the processes or just overlay the processes on your current organisational structure.

You have a service management team so that's a good place to start. They should have a broad perspective of service requirements and politically neutral too. If they can't do it then it goes up the chain, ultimately the IT Director is accountable for it.

Sounds like your Customer Services group might currenty 'own' Incident and maybe Problem Mgt, which is no bad thing. They will just need to feel that letting go of the reigns won't mean they won't get their say in terms of tool development. In fact you'll probably need their expertise in redeveloping the tool anyway.

Hope this helps a little,

Urgent
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m_croon
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Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Sat Jan 12, 2008 4:03 am    Post subject: Re: Owernship of Incident Tracking Tool Reply with quote

kwinston wrote:

Predominately this has always resided in our Customer Services group, but with plans to introduce and adopt more and more ITIL best practices, does it make more sense to have this owned through the Service Management group?

Thanks in advance for your feedback!


Hi,

If by the service management group you mean the team that is responsible for designing your service organisation and managing all (?) processes, in my opinion it would be wise to strenghten their position (and theirby the result of their work) by giving them direct control of the tool as well. If not, this group (proces managers) might tend to stand on the sideline (at least in the perspective of operations management.
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