Role Name?

[Garfuncle]

We have a couple of people that help us on our service desk with chasing calls to resolution. Essentially they are looking at calls that have been outstanding for too long or have not been responded to in a while and chase the relevant staff to follow up and get the call resolved. At this stage we have been calling them Issue Trackers but are not comfortable with the name and would like to use something that is more appropriate and more ITIL aligned. I have been going through some ITIL literature but have been unable to find a similar role listed. Does anyone have any suggestions?

[UKVIKING]

Service Desk staff is what they are
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Garfuncle]

I agree that they are Service Desk Staff as are the First Line and second line staff here. Surely within the Service desk staff there are Roles like First Line, Supervisor, Second Line etc? Is there no role for staff that are specifically there to follow up on calls rather than investigate, resolve or escalate calls (where calls are incidents and requests)

[UKVIKING]

ITIL does not really care what you call your staff -not that i an see in the Incident mgmt or service desk function

you can call them what ever you like

from a process point of view they are part of the incident mgmt / service desk function liife cycle

I have seen them called Service Support Analysts - which of course Ass backwards

The role w/in service desk is most likely second line as they are not talking directly with the users (service desk frontline)

dont get hung up with what the name of the role is

get concerned abotu how their actions and role is in the incident mgmt process
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[dboylan]

I have worked in factory environments where people whose job it was to follow up on orders and ensure they made it out the door on time were called "Fixers".

[Skinnera]

Jeopardy Managers? (as in the Incident Fix SLA is in jeopardy)
Resolution Managers?

[UrgentJensen]

Hi all,

I tend to agree with the sentiment that they're just part of the Service Desk and the most differentiation is that they are more 'outbound' callers.

If you do need to make up a name though then make it Incident XXX because it makes most sense to stay consistent to the process they work in.

How about Incident Management/resolution agents/analysts?

Just a thought...

[m_croon]

How about 'Call auditors'?

[UKVIKING]

As a side note,

for change requests that have not been closed in a timely fashion and I have to chase the initiaitor down - usualy 3- 6 months old

I call it bum fluff

You can call the incident team that does the same role
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[asrilrm]

Why not refer to the main tasks of Service Desk as stated in the book?
Then you can divide the tasks to functional positions and call them as you like.
But to my opinion, the task of Service Desk is almost homogeneous which doesn't need any hierarchy whatsoever except maybe a supervisor/coordinator

[Garfuncle]

Thanks for all the replies, has been helpful