opening tickets automatically from the event mgmt system in the service desk

[sarbel]

hi

I have an argument with my peer regarding the proper way to setup the integration between our event mgmt system and the service desk system.

My peer claims that according to ITIL, event generated tickets should be ALWAYS directed to the service desk personnel no matter what type of event was the trigger for that ticket. the service desk personnel should then decide to which tier-2 group the ticket should be routed and will do so manualy.

My opinion claims some tickets should be openned directly on the account of the tier-2 groups and therefore streamline the ticket handling process (the service desk personnel, however, would still be in the process and get notified, no matter what).

what are your thoughts on that matter?
SImon

[chrisjam]

Hia Simon,

In my experience as a service management software consultant, as a general rule of thumb I usually side with your friend and opt for people & process method to keep things in order as often too much automation can be dangerous for all those niggly un-captured exceptions that crop up.

However, in your situation it sounds like these would still be quite simple rules, like if it's such-and-such systems then assign it to the 2nd line group, then it's just taking a bit of the load off the service desk. Also I'm sure that your 2nd line could just pass it back to Service Desk if there are any exceptions or as the Service Desk is still notified they can keep an eye on anything going to the 2nd line that should actually be with them as well. So it's well covered.

If in doubt, leave it to the Service Desk to manage, if it's clear do simple automation and try not to complicate it, that's my advice!

Cheers,
Chris.