I have taken the foundations course with a few others in my company but there is an disagreement on who has the TCO of an incident. I want to make sure I am not misunderstanding anything before our next meeting. _________________ Harold Miller
Joined: Sep 16, 2006 Posts: 3340 Location: London, UK
Posted: Sun Nov 23, 2008 9:03 pm Post subject:
OK, that make a little more sense
But does the Service desk have to decide or track hmm If i deal will ticket 200, this will cost the company X
The Service Desk is the function that is customer facing and deals with IM
Incident Mgmt is concerned about restoring service
Problem mgmt is about finding out the underlying unknown root cause
The Manager for the service desk, his manager etc up the food chain are concerned with costs. Not the poor sod chasing an incident
The costs include wages - normal and overtime.
As to whether the escalation to an external vendor should be costed before the work is assigned / executed upon
IF the external vendor is under a maintenance contract or service contract, then there should be some one within the cmpany who responsible for that.
If I as the duty Service desk manager can not escalate an issue to a 3rd party vendor - carrier, telco are usually done by the SD when tthere is an telco outage because the escalating may be expensive or the cost can not be determined, then WHAT THE F*** IS THE POINT OF HAVING A SERVICE DESK OR HAVE SERVICES WITH VENDORS.
Now, if the issue is whether an issue is having too much time(and money) spent on it, then use the incident ticket og files to see how many times has it been updated.
Make sure all parties update their tickets in a timely basis.
The cost of resolving an incident is the responsibilty of the IT Department as a whole, the IT Service Desk in specific and the time/wages of the team trying to resolve the issue
If the SD escalate to the Wintel team a incident that is there, if there is a time spent log, then SD staff and the WIntel engineer had better keep their time logs up to date. Then the F&A departments do a bunch of calculation - which wil merely move the coinage around in the departments
that has already been spent.
The Wintel engineer is paid a salary - whether or not he works on incidents
The SD staff is paid a salary - whether he works on 1 or 1000 incidents
this cost is already borne by the company under wages. _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Which I am leaving to be posted by some one more tactful than I
"The incident is owned by the Service Desk." Aka, "the call is owned..."
SD is repsonsible for ownership, monitoring, tracking, and communication for each and every incident. The SD can escalate the incident functionally and hierarchically, but ownership remains with the SD.
Please see Figure 5.2 in the Service Support (blue) book. --rpmason
As UK said, TCO is Total Cost of Ownership, while you said it means Total Call Ownership. I responded regarding who owns a call/incident. Asrilm responded regarding who bears the cost of a call/incident.
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