I can see the ticket being assigned to the "Service Desk" initially - however once the Service Desk assigns the ticket to the "Assigned Group" - would the Assigned Group be the Owner? or will it remain the Service Desk. Or is it in some cases the Service Desk and some cases the Support Team. This is a source of contention in our organization. Some Support Groups feel they should be the "Owner" - I thought ITIL basically states that the Owner is the team that effectively handles the ticket throughout the entire life cycle. Does ITIL stipulate that the Owner is the provider of the service or the Help Desk? In a message dated 5/5/2008 9:30:20 A.M. Pacific Daylight Time, [EMAIL PROTECTED] writes:
** The logic on the owner is the Service Desk in most instances since ITIL proposes that the Service Desk is the point on contact for the requester. and will contact the requester to confirm that the Incident has been resolved and can be closed. **************Wondering what's for Dinner Tonight? Get new twists on family favorites at AOL Food. (http://food.aol.com/dinner-tonight?NCID=aolfod00030000000001) _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
