It gets more interesting in a multiple-point-of-contact environment, with multi-tenancy implemented in ITSM 7. OOTB ITIL doesn't really apply, but the principle of single-point-of-contact = owner does apply, it just differs for each customer group. In our environment the Level I providers - desktop support in each academic and administrative unit - are the Owners for fac/staff. The users in these areas only contact the central helpdesk as a last resort, since it never knows what is going on in their department to the degree that their internal IT support staff do. Also, some of these distributed units operate their own helpdesks/call centers (Library, College of Arts and Sciences), or have a specific administrative assistant who enters incidents for all fac/staff in the college. It is not uncommon for a faculty member in college X to ask their local IT support manager about a ticket they entered for a centrally supported system that was assigned elsewhere (typically level II). Note that in this environment, you have to create an explicit assignment rule and an explicit ownership rule for each discrete customer group, based upon the IT support structures that are in use. The good news is that you can configure ITSM 7 to support a more complex environment than the ITIL "ideal."
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Monday, May 05, 2008 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** No. Owner - Helpdesk Assignment - Level II, III etc The ownership should always belong helpdesk in a Single Point of Contact structure. There is no mixing going on. Kevin P. Aren't you, maybe, mixing the concepts of "assignment" and "ownership"? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Monday, May 05, 2008 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Hi Kathy, The Helpdesk really should be the owner of any incident. It's best that the customer has only one single point of contact -> the helpdesk.. they need to own the incident from cradle to grave.. and they should be able to spawn any change or problem from the given incident. From a user's perspective, they hate being pushed around to 10 different "Support Groups" only to be handed off back to the Helpdesk... incident bouncing it not good. So to recap, Single point of contact -> Helpdesk (Keep your Level II,III from getting calls directly from customers) Incident owner -> Helpdesk (You can still assign it to other support groups) from cradle to grave. This method follows the Incident Process Flow Bar.. Hope this helps. Kevin P. ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. _____ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. <http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i6 2sR8HDtDypao8Wcj9tAcJ> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
