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ITIL :: View topic - Service Desk Role in incident closure
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Service Desk Role in incident closure

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PostPosted: Wed Apr 20, 2005 9:26 pm    Post subject: Service Desk Role in incident closure Reply with quote

Who should close the incident ideally (i.e writing closure details in tool) service desk or technical staff... for ex if any call has been attended and resolved by tech staff via personal visit, now what is it he should to do close incident..

option1:- inform service desk and ask them to close the incident by providing resolution details to them

option2:- he himself should open the browser and close the incident...
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Joined: Jul 09, 2004
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PostPosted: Thu Apr 21, 2005 1:12 am    Post subject: Reply with quote

In theory the Service desk owns the Incident from cradle to grave and is responsible for it including closure. However this, like all functions can be "delegated" to others, so if the desk trusts the support teams to close the call with the appropriate level of information then they can do so.

I have seen hybrids of this in the past, where the engineer puts the call into a "resolved" status a review function exists which closes the call after checking with the customer that everything is OK.

Hope this helps.
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