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dchell Newbie


Joined: Jan 12, 2009 Posts: 18
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Posted: Tue Feb 24, 2009 6:30 am Post subject: Dual roles |
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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 Senior Itiler

Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
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Posted: Tue Feb 24, 2009 4:42 pm Post subject: |
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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 _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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Diarmid Senior Itiler

Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
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Posted: Tue Feb 24, 2009 8:07 pm Post subject: |
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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. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718 |
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
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Posted: Tue Feb 24, 2009 9:11 pm Post subject: |
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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 _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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dchell Newbie


Joined: Jan 12, 2009 Posts: 18
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Posted: Wed Feb 25, 2009 12:22 am Post subject: |
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Thanks!! Appreciate your assistance!!! |
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
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Posted: Wed Feb 25, 2009 12:46 am Post subject: |
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see I can be helpful
(grin)
Can you please add a chapter to the 6th book in the miscellaneous forum
we need more humor _________________ 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
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Posted: Wed Feb 25, 2009 1:17 am Post subject: |
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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 _________________ Did I just say that out loud?
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
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Posted: Wed Feb 25, 2009 1:41 am Post subject: |
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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 _________________ 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
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Posted: Wed Feb 25, 2009 1:47 am Post subject: |
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You need to put in a change request. Funnily enough. _________________ Did I just say that out loud?
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
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Posted: Wed Feb 25, 2009 2:36 am Post subject: |
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yes but will it get approved _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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DYbeach Senior Itiler

Joined: May 25, 2008 Posts: 413 Location: Sydney, Australia
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Posted: Wed Feb 25, 2009 9:28 am Post subject: |
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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? _________________ DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)
"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell |
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