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ITIL :: View topic - Responsibility of logging calls with 3rd Partys
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Responsibility of logging calls with 3rd Partys

 
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KellsBells
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Joined: Jan 23, 2012
Posts: 1

PostPosted: Mon Jan 23, 2012 9:33 pm    Post subject: Responsibility of logging calls with 3rd Partys Reply with quote

Hi all,

Where would you say this sits? Service Desk, IM or the resolving team?
Or does it depend on your business need and documentation?

Cheers..
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Jan 24, 2012 9:27 pm    Post subject: Re: Responsibility of logging calls with 3rd Partys Reply with quote

KellsBells wrote:
Or does it depend on your business need and documentation?


Yes. But not exactly.

It really depends on your IT service management system. It goes to staff armed with the appropriate authority and procedures who are in a postion to take responsibility for driving it with the third party and maintaining management information for your service management.

In theory it could be with all your staff, but then you would want to set up some part of your organizxation to manage the interface once the call is made and all your staff would have to have the competence to recognize that this issue was correct for raising with your 3rd parties. In some cases this may be simple and obvious, but in others it could be complex and difficult.
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"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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