Dual roles

dchell · Newbie Joined: Jan 12, 2009 Posts: 18

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.

UKVIKING · Posted: Tue Feb 24, 2009 4:42 pm Post subject:

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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ITSM Manager's Certificate (Red Badge)

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

Diarmid · Posted: Tue Feb 24, 2009 8:07 pm Post subject:

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 · Posted: Tue Feb 24, 2009 9:11 pm Post subject:

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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ITSM Manager's Certificate (Red Badge)

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

dchell · Newbie Joined: Jan 12, 2009 Posts: 18

Thanks!! Appreciate your assistance!!!

UKVIKING · Posted: Wed Feb 25, 2009 12:46 am Post subject:

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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ITSM Manager's Certificate (Red Badge)

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

UrgentJensen · Posted: Wed Feb 25, 2009 1:17 am Post subject:

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 · Posted: Wed Feb 25, 2009 1:41 am Post subject:

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

UrgentJensen · Posted: Wed Feb 25, 2009 1:47 am Post subject:

You need to put in a change request. Funnily enough.
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UKVIKING · Posted: Wed Feb 25, 2009 2:36 am Post subject:

yes but will it get approved
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

DYbeach · Posted: Wed Feb 25, 2009 9:28 am Post subject:

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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"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell


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