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ITIL :: View topic - Service Desk role in Problem management process
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Service Desk role in Problem management process

 
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whitestyle
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Joined: Jul 05, 2012
Posts: 8
Location: St.Petersburg, Russia

PostPosted: Tue Apr 16, 2013 4:40 pm    Post subject: Service Desk role in Problem management process Reply with quote

Dear colleagues

What do you know and what do you think and what is your experience about the role of a Service Desk team in a Problem management process within organization?

What is expected from Service Desk analysts from the problem mamagement prespective? How to ensure that Service desk analyst understands and follows the PM process?

Any thoughts or comments would be very appreciated.

Thank you
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3294
Location: London, UK

PostPosted: Tue Apr 16, 2013 5:39 pm    Post subject: Reply with quote

The Service Desk / Incident Management has NO role in Problem management as the goal for PM is the exact opposite from IM

The only interaction of SD/IM team is to provide incident(s) that can be reviewed to determine if there is a need to find the unknown underlying cause
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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whitestyle
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Joined: Jul 05, 2012
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Location: St.Petersburg, Russia

PostPosted: Tue Apr 23, 2013 8:36 pm    Post subject: Reply with quote

Thank you UNVIKING!

Let me provide more details.

Accepting all incoming incidents and requests from customers, Service Desk has an outstanding visibility of what is happening and what customers come with. Considering that, Service Desk should have a visibility of existing problems which, at least, affect customers. Workarounds from problems, and later on solutions, should be known for Service Desk in order for them to effectively work with incoming incidents.

In our company, Service Desk analysts create relations between incidents and problems. When they receive an incoming incident, they do search (through a Knowledge Base/ existing problems) and 'link' the incident to an existing KB article/Problem record. We also have a small problem management team who perform a proactive problem analysis and also link incidents to problems.

Do you have any other experience/know other practices?

Thank you
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3294
Location: London, UK

PostPosted: Wed Apr 24, 2013 3:27 am    Post subject: Reply with quote

Whitestyle

What you are stating is WHAT the Service Desk is suppose to do

It is not doing PM. It is doing the initial analysis of IM

which is to furhter analysis the incidnet to determine if the incidnet has occured again

As the IM resolution group, they would then use the Knowledge basis about existing problems to see if the incident is another for that particular problem and if there is a work around while the underlying unknown cause is identified and solved
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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KenLuo
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Joined: Nov 03, 2012
Posts: 55
Location: Singapore

PostPosted: Wed Apr 24, 2013 5:04 pm    Post subject: Reply with quote

The first impression when I saw this question is:
- Is client able to know the problem ticket?
- If client wants to know the root cause of a problem, is Service Desk going to be the SPOC?

I would say "YES".
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Luo, Tian-Hong (Ken)
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