Service Desk role in Problem management process

[whitestyle]

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

[UKVIKING]

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
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[whitestyle]

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

[UKVIKING]

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
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[KenLuo]

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".
_________________
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified