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The Itil Community Forum: Forums
ITIL :: View topic - New SDM question
Ne0 Newbie Joined: Jul 08, 2017 Posts: 1
Posted: Sun Jul 09, 2017 12:28 am Post subject: New SDM question
I have been promoted to new role SDM , I am getting my ITIL service operation soon ...
My Question is in relation to my internal team.
My desk side support (one person) as ways says he is busy, so I tried to ask him what is his pressure points and he gives very lame reasons.
When I checked number of tickets that are closed he is very low compared to other team members. All you experienced SDM's please suggest how you deal if some says I am busy ?
Thanks you all...
mmmonkeys Newbie Joined: Aug 01, 2017 Posts: 3
Posted: Thu Aug 10, 2017 11:37 am Post subject:
Sorry I'm a month late to the party... I too will be going into an SDM role soon
But to your situation, I feel you'll need to establish a good sense of trust before you'd even remotely get a decent response that could help you help him.
Just my two cents, not that it really answered your question
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3574 Location: London, UK
Posted: Fri Aug 11, 2017 3:53 am Post subject:
My two cents
If he says he is busy - he needs to tell you - the manager - what he is doing that is occupying his time.
You may to use the HR crowbar
If he does not directly report to you. Deal with his manager _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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