Major incident ticket - Assignment Group

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Puskar
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Wed May 23, 2018 8:56 pm

Team,
Need to understand how the major incident ticket handling happens in other organisations as of today. I would elaborate.

We have a major incident group which runs with the major incident (end to end). After the major incident has been service restored who should take ownership of the ticket in the tool (we use Service now).

Should it be -
1. Major incident group who ran with the MI. OR
2. Should it be assigned to the technical SME who is the RCA owner.

NB - Assuming all groups are set in Service now in the first place.


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UKVIKING
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Fri May 25, 2018 8:01 am

Well

What does your process documentation state

And

ITIL says the service Desk owns all incidents and is the point of contact for the customers
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Puskar
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Sat Jun 02, 2018 12:24 am

We do not have a robust process documentation yet.
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UKVIKING
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Tue Jun 05, 2018 12:54 am

then get one done
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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