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ITIL :: View topic - Follow the sun service desk
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Follow the sun service desk

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Joined: May 11, 2012
Posts: 2

PostPosted: Thu Mar 06, 2014 9:11 pm    Post subject: Follow the sun service desk Reply with quote

Hi Guys I am trying to setup a follow the sun support using SCOM .

At the moment we have two main regions UK and Canada and each region has an Incident manager to handle incident and Ticket manager to allocate help desk tickets and monitor environment in real time .

Would also like tickets to be passed between shifts or regions

I need to get but working as one team .. any idea ,.. has anybody implement this and can share pro cons and tips

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Joined: Aug 05, 2014
Posts: 9

PostPosted: Wed Aug 06, 2014 7:31 am    Post subject: Reply with quote

I worked for a moment in such setup (3 timezones: EU, US, Asia) in critical system with high volume of tickets.

Here are some challenges we experienced:
- if you pass the ticket to another timezone it won't necessarily speed-up the ticket resolution in case clarifications from end-user are needed (originator time-zone should be the primary contact point for the user and should make everything clear before passing tickets further)
- in our case it was worth to pass only some of critical incidents between timezones, especially when tickets were related with some global infrastructure providers which have 24h support too
- information exchange (handovers) was crucial. In our case we organized overlapping meetings between timezones, especially for hot periods. Unfortunately it resulted in 9h long working day for service managers Sad
- KPIs definition & measurement was tricky, especially for tickets suspended on User
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