Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.
NOTE: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
Search
Languages
Select Interface Language:
Advertising
Please contact us via the feedback page to discuss advertising rates.
The Itil Community Forum: Forums
ITIL :: View topic - Service Desk role in Problem management process
Joined: Jul 05, 2012 Posts: 8 Location: St.Petersburg, Russia
Posted: Tue Apr 16, 2013 4:40 pm Post subject: Service Desk role in Problem management process
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.
Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
Posted: Tue Apr 16, 2013 5:39 pm Post subject:
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
Joined: Jul 05, 2012 Posts: 8 Location: St.Petersburg, Russia
Posted: Tue Apr 23, 2013 8:36 pm Post subject:
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?
Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
Posted: Wed Apr 24, 2013 3:27 am Post subject:
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
Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Wed Apr 24, 2013 5:04 pm Post subject:
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
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum