Dispatcher role.

[cmal66]

Background;
I´m working in a medium sized IT department, approx. 1100 users in
4-5 sites. Majority of the users within the borders, the rest abroad.

ITIL is not implemented and my job is to get the Helpdesk and technicians to function in a more effective manner. I´m looking at ITIL, possible FITS as an alternative.

But first things first. I´m thinking to assign myself a role that is not
present as of today in the organisation. I.e. dispatcher.

Is there any good tools for a dispatcher to use, to schedule the technicans
in a managable way? Some kind of schedule and planning tool.

And is the role of a dispatcher mentioned within ITIL concept?

[rjp]

Responsibility for the day to day assignment of operational tasks in not covered in ITIL. Generally though it may fall to those tasked with ownership of the particular processes implemented.

However ITIL is frequently implemented in conjunction with the deployment of a Service Management toolset - most of which handle assignments and workflow automatically (based on the parameters you set up).

Remeber, under ITIL ITSM outcomes are the result of processes, not specific roles or skill sets. You do however required skilled staff, and ideally the implementation of ITIL would free you from the necessity to micro-manage - equipping people with an understanding of what they need to do, when, why, and in what order.

Where responsibility for task / workload management should fall, will differ from organisation to organisation