The accountability model
The rule that keeps 200 support groups from becoming a maze: “the Ticket Owner is accountable for the eventual successful closure of all Incidents and Service Requests” — normally first line, but whoever opens a ticket at second or third line assumes the role. It exists to stop tickets “being passed back and forth between different groups”. Around it: Service Owner, Functional Service Manager, Service Manager, Service Desk Manager, and the three support lines.
Topology
- Part of: service-management
- About: service-catalogue — supporters are declared at FE level.
- Cites: ticket-owner-roles — the definitions.