What is "ownership" in the context of ITSM? Stated differently, how should a manager/supervisor facilitate ownership of work performed by tech support staff?
Posted on 2014-07-23
An executive stated "Encourage your teams to understand what it means to take ownership of a support ticket." assuming everyone will know what "ownership" means.
The attached document uses the term "ownership" in the context of employees being expected to be responsible for the creation, use, completion, etc. of a work object. I need more than "ownership in an ITSM setting is being held responsible for the creation, use, completion, etc. of a work object."