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ITIL :: View topic - who is really owner of the ticket
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who is really owner of the ticket

 
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morlok
Newbie
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Joined: Feb 19, 2008
Posts: 1

PostPosted: Tue Feb 19, 2008 7:13 pm    Post subject: who is really owner of the ticket Reply with quote

A PM ticket is open for an IT service (eg web).
The RCA shows that the cause of the problem is a firmware somewhere in a CI not "directly" under the responsability of the primary IT service.
Who is the owner of the ticket or problem?
The owner of the Primary IT service or the owner of the CI?
What is your recommendation?

A apologize if this question was already asked in the past.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3316
Location: London, UK

PostPosted: Tue Feb 19, 2008 11:01 pm    Post subject: Reply with quote

where is the incident ticket.....

The incident ticket woudl be owned by the Service Desk. It stays alive until the incident is completed to the satisfaction of one and all.

If a problem ticket (ITIL problem) is created based on the information in the incident, then the problem ticket is owned by the problem team. The Service desk (the owner of the incident) will know that the incident spawned a problem beause hopefully PM mgmt talks to IM mgmt and vice versa

IF the PM process determines that the issue is 3rd party firmware that is on their IT equipment, then the 3rd party must be involved. The PM team still owns their ticket. IM still owns the incident

If the PM process determines that the issue is 3rd part firmware but the firmware is NOT on their IT equipment but on the customer/user side and there isno realationship between the 3rd and IT. Then the following can / should be done

1 - close the problem ticket - resolution - Problem in unsupported s/w on customer side
2 - contact the customer/user to inform them of the RCA and then close the incident
3 - from an SLM POV, if the whole issue was dealing w/issues that ar enot supported and the company spent a whole lot of time. Have SLM deal with the issue and get reimbursed if possible for time spent (if the contract hasthat)
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Mark-OLoughlin
Senior Itiler


Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Wed Feb 20, 2008 5:36 am    Post subject: Reply with quote

Problem manager should own the accountability to ensure that all problem tickets that are identified as requiring fixes and RCA etc are handled as expected.

The group to which the problem record is assigned to is responsible for ensuring whatever actions are required are carried out - until such time as the re-assign the problem to someone else.
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Mark O'Loughlin
ITSM / ITIL Consultant
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