CERN Service Management — Ticket Owner and roles

The role definitions of CERN’s service management framework.

What it anchors

• “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 it.
• The role exists to stop tickets “being passed back and forth between different groups”.
• The surrounding roles: Service Owner, Functional Service Manager, Service Manager, Service Desk Manager, and the 1st/2nd/3rd line tiers.