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ITIL :: View topic - Dual roles
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Dual roles

 
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dchell
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PostPosted: Tue Feb 24, 2009 6:30 am    Post subject: Dual roles Reply with quote

I'm trying to find best practice or somewhere in ITIL where it lists a rule of thumb for dual roles. In a small organization, an incident analyst might also be an incident coordinator and the whole team may place this role at one point for backup. I take it if this is the case, then the incident coodinator shouldn't be playing the role of analyst that day - or may not escalate to themselves. At times the incident coodinators may also play the role of Incident Managers.

Is there some common practices that I'm overlooking on how to best coordinate these roles?

Thanks.
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UKVIKING
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PostPosted: Tue Feb 24, 2009 4:42 pm    Post subject: Reply with quote

Dchell

Unfortunately, there is no standard

You have to look however at conflict of interest

For example

IM Manager should not be also the PM Manager


IM is a process and a division of labor

A network (cisco etc) engineer may have responsibility as one of the Nth level incident mgmt resolution team as well of of other roles in other disciplines
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John Hardesty
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Diarmid
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Location: Newcastle-under-Lyme

PostPosted: Tue Feb 24, 2009 8:07 pm    Post subject: Reply with quote

There is a book on ITIL in small organizations which discusses this subject. It is referenced somewhere in the forum.

Conflict of interest does have to be recognized, but the smaller the group, the less of an issue it becomes because everyone is (or should be) more focussed on the overall service provision and performance measures can be established to reinforce the integration of functions.
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UKVIKING
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PostPosted: Tue Feb 24, 2009 9:11 pm    Post subject: Reply with quote

Diarmid

True.

As long as the conflicts of interest are recognized and accounted for / managed well then ... as long as it works

if it works... it aint stupid....

I can only think of the IM / PM conflict of interest at the top of my head

Others that I see have conflictsare

financial and capacity ....
IM and availability etc
chaneg and capacity
capapcity and availabiltiy
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dchell
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PostPosted: Wed Feb 25, 2009 12:22 am    Post subject: Reply with quote

Thanks!! Appreciate your assistance!!!
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UKVIKING
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PostPosted: Wed Feb 25, 2009 12:46 am    Post subject: Reply with quote

see I can be helpful

(grin)

Can you please add a chapter to the 6th book in the miscellaneous forum

we need more humor
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UrgentJensen
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PostPosted: Wed Feb 25, 2009 1:17 am    Post subject: Reply with quote

As Editor of the sixth book I will see if there is a logical place for a Humour Process between the Forest Animal Support Process and Coping With Really Stupid Questions Process.

UJ
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UKVIKING
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PostPosted: Wed Feb 25, 2009 1:41 am    Post subject: Reply with quote

as the proofreader,

the chapter Coping With Really Stupid Questions Process should be before

Forest Animal Support Process

and

Humour Process

should follow

but that is my alphabeticial look at the book
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UrgentJensen
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PostPosted: Wed Feb 25, 2009 1:47 am    Post subject: Reply with quote

You need to put in a change request. Funnily enough.
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UKVIKING
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PostPosted: Wed Feb 25, 2009 2:36 am    Post subject: Reply with quote

yes but will it get approved
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DYbeach
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PostPosted: Wed Feb 25, 2009 9:28 am    Post subject: Reply with quote

have you tested the change and trained the users?
Is there a backout strategy? Communication strategy? Implementation plan?
Where is the risk and impact assessment?
Will the CMBD be updated?
Do we need an eCAB?
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DYbeach
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