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ITIL :: View topic - Support Chain
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Support Chain

 
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samsara
Newbie
Newbie


Joined: May 01, 2008
Posts: 2

PostPosted: Thu May 01, 2008 10:11 pm    Post subject: Support Chain Reply with quote

Guys and gals

How do you define support chains and document them. what are they. e.g if person a called the help desk and it went to the local support guy and then to the network team and the to the helpdesk in South Africa and then back her - is that a support chain?

I am been tasked with defining the IT service for a new consulting company and the timelines are impposible - but at least if i get something documented - that would be a start.

I have said that they should see assistance externally which i think they will do in Sept but for now - they want something documented

any guidance, help examples etc will be appreciated.

thanks
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu May 01, 2008 10:58 pm    Post subject: Reply with quote

never heard of support chains

that being said

GRUMPY MODE ON

if you are part of a consulting company, surely you should know how to do this.

Why should I give you /the consulting a leg up on hodl to be a consulting company

i could be the company that would / would not hire
i could be the competition.. snicker

SARCASM MODE ON

In addition, what level of knowledge do you have concerning ITIL

Foundation ? V2 ? V3
Practitioner
Manager
V2-V3 bridge
Expert

==========

what you described is a process flow for incident mgmt.

the location of the next team is immaterial ... well except for the poor schmuck going to the pc ....

in the IT world global reach is expected
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John Hardesty
ITSM Manager's Certificate (Red Badge)

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


Joined: Apr 04, 2008
Posts: 30

PostPosted: Fri May 02, 2008 12:24 am    Post subject: Reply with quote

UKVIKING wrote:
GRUMPY MODE ON

if you are part of a consulting company, surely you should know how to do this.


I'm not 100%... but I think the OP is saying the consulting company is the client / employer. That is to say, the OP isn't the consultant, but rather just the person tasked with building the process.

Wouldn't expect IT staff @ Dyson to know much about dual cyclonic vacuums right?
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Fri May 02, 2008 12:42 am    Post subject: Reply with quote

doober

If he is working for the company in the IT departmnt

then the defintion of the service is the defintion of the service

if he is trying to 'customise' the definition of the servicefor the consulting company different thant hat for the IT department then .....

if he is working for the consultingcomap ny he shodul ask the client not use to get their definition of their service as that is what he would be using

Please note

GRUMPY MODE PAUSE
SARCASM MODE ALWAYS on
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John Hardesty
ITSM Manager's Certificate (Red Badge)

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


Joined: May 01, 2008
Posts: 2

PostPosted: Fri May 02, 2008 1:58 am    Post subject: Reply with quote

Doober - you are correct so that you for realising that!

UKViking - thanks for the humour
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Fri May 02, 2008 2:15 am    Post subject: Reply with quote

You 're welcome for the humor but you still did not answer my questions

In order to give you advice (free) as others can as well, there is a more information needed
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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UrgentJensen
Senior Itiler


Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Tue May 06, 2008 7:40 pm    Post subject: Reply with quote

Hi,

My understanding of a 'service chain' is simply the line of support e.g.:

customer > first line > second line > third party.

I find little use in these as they are too linear and usually create silos. it's the sort of thing an IT Manager/Director would traditionally think about if looking to remodel their department.

Nice day... should really be outside...

UJ
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Did I just say that out loud?

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