Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: DHenslowe
New Today: 5
New Yesterday: 104
Overall: 143938

People Online:
Visitors: 47
Members: 2
Total: 49 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

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.


The Itil Community Forum: Forums

ITIL :: View topic - Escalation to the next level of support - best practices
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Escalation to the next level of support - best practices

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
smurphy
Newbie
Newbie


Joined: Apr 04, 2014
Posts: 1

PostPosted: Fri Apr 04, 2014 10:50 pm    Post subject: Escalation to the next level of support - best practices Reply with quote

I am looking at revising our incident tool and the analyzing the use of the tool by 2nd and 3rd level (both internal). Is it best practice to have these group use and update the tickets themselves in real time or should the service desk manage those updates? We are a 24/7 shop.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3307
Location: London, UK

PostPosted: Sat Apr 05, 2014 8:58 pm    Post subject: Reply with quote

Smurphy

best practice is what fits for your company and in line with your processes.

if you want the Service Desk to be the secretarial service for 2nd, 3rd and other escalation points, then that is your organisation's decision

If, however, the 2nd, 3rd etc have access to the tool, then IMNSHO, they should use the tool - where appropriate
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
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

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.