Build your service ownership directory.
Keep service owners, backups and escalation routes easy to find.
How to build your service ownership directory
Describe the job
Keep service owners, backups and escalation routes easy to find.
Review the first version
Choose how the service desk coordinator records the service and how the it technician reviews the next step.
Refine the views
Ask First to adjust the fields and views for the people who will use the app.
Test before sharing
Walk through the process with a sample record and check who owns the next action.
A service ownership directory example
A service's primary owner leaves the team while its escalation route stays unchanged.
Service ownership directory example
- Record
- Service ownership directory · 01
- Owner
- Service desk coordinator
Current stage · Service desk coordinator
Open the service
A service's primary owner leaves the team while its escalation route stays unchanged.
Read the full walkthrough
Open the service
A service's primary owner leaves the team while its escalation route stays unchanged.
- Record:
- Service ownership directory · 01
- Owner:
- Service desk coordinator
Review the unknown owner
Flag stale ownership and request confirmation from the remaining responsible manager.
- Stage:
- Awaiting it technician review
- Owner:
- IT technician
Flag the unknown owner and assign a review
Flag the unknown owner and assign a review rather than inventing a contact.
- Next action:
- Flag the unknown owner and assign a review rather than inventing a contact.
- Owner:
- Service owner
What to include in your service ownership directory
Keep the service in context
Keep service, primary owner, backup owner, escalation route, review date and unknown owner together so the next person can understand the request or record.
When the next step needs a decision
A service's primary owner leaves the team while its escalation route stays unchanged. Flag stale ownership and request confirmation from the remaining responsible manager.
Keep unknown owner visible
Flag the unknown owner and assign a review rather than inventing a contact.
Choose what each person needs
Give the service desk coordinator a working view and the it technician a review view. Keep service and primary owner attached to the decision as the work moves between them.
Questions about service ownership directory
Start with service, primary owner, backup owner, escalation route, review date and unknown owner. Describe who enters the information and who reviews the next step.