Post by account_disabled on Nov 23, 2017 3:48:39 GMT -5
Hello,
I have a single Service Desk Analyst. (Yes, we are a small shop)
On a typical Monday morning there are about 10-12 emails, 2-3 IM's and phone calls that the agent deals with.
A Situation happened where he was busy on the phone and a service owner (a manager, we dont have formal ITSM processes) sent him an email to communicate the P1 outage to affected users)
The email got lost in the pile and it took about 45 minutes for the outage message to go out.
He then contacted the service owner who advised him that he has already sent him the details of the communication to be sent out.
My manager has asked me to take steps to ensure that the communication is sent out as soon as the service desk is notified of the outage.
Any advice?
How do you do this in your organization?
I didn't find the right solution from the internet.
References:
www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=6256
whiteboard animation
I have a single Service Desk Analyst. (Yes, we are a small shop)
On a typical Monday morning there are about 10-12 emails, 2-3 IM's and phone calls that the agent deals with.
A Situation happened where he was busy on the phone and a service owner (a manager, we dont have formal ITSM processes) sent him an email to communicate the P1 outage to affected users)
The email got lost in the pile and it took about 45 minutes for the outage message to go out.
He then contacted the service owner who advised him that he has already sent him the details of the communication to be sent out.
My manager has asked me to take steps to ensure that the communication is sent out as soon as the service desk is notified of the outage.
Any advice?
How do you do this in your organization?
I didn't find the right solution from the internet.
References:
www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=6256
whiteboard animation