Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: atifyna
New Today: 17
New Yesterday: 31
Overall: 231521

People Online:
Visitors: 113
Members: 0
Total: 113



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

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.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - who is really owner of the ticket
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

who is really owner of the ticket

Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message

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.
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
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)
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
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.
Mark O'Loughlin
ITSM / ITIL Consultant
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management 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

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.