Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: KristanR
New Today: 18
New Yesterday: 59
Overall: 236319

People Online:
Visitors: 222
Members: 1
Total: 223 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - How do you handle walk-ins?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

How do you handle walk-ins?

Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message

Joined: Jul 28, 2014
Posts: 1

PostPosted: Tue Jul 29, 2014 7:38 am    Post subject: How do you handle walk-ins? Reply with quote


Currently I'm having trouble handling walk-in users and I'm wondering how other service desk managers are handling them.

I work on a small size company (~50 employees), our service desk (3 technicians) only provide internal services.

I wanted the users register request/incidentes or by e-mail or by ITSM portal but they always prefer to go directly to the technician.

The objective of this is to have metrics, build a KEDB and have a better control over requests and incidents.

I tried to make the technician responsible for the request/incident registration but as the users request they directly they always register when the request/incident is already solved.
Back to top
View user's profile

Joined: Aug 05, 2014
Posts: 9

PostPosted: Wed Aug 06, 2014 6:50 am    Post subject: Reply with quote

In my opinion you cannot avoid such situations, because the help desk is for users and shouldn't be protected from them (unless you close the door:)

Think about implementation of following things:
1. Make registration of the ticket extremely easy for Users:
- nice email address plus stickers with this email address everywhere,
- integration with web browser
- just an icon on Windows desktop
- small mobile app on their smartphones
and also checking their status later on

2. Integrate your ticketing tool with VOIP in order to have ticket automatically registered

3. When the user come to SD, then IT SD technician should immediately register the ticket, explaining the user that this way for example he could check his previous tickets or inventory

4. Metrics for SD technicians (make their bonuses dependent on it, but be careful - first measure, later apply KPIs)

5. Educate, educate and educate your end users at any occasion that:
a) they should use self service as much as possible
b) would be great if they call over the phone first
c) then they can go in person and ask
Back to top
View user's profile Visit poster's website

Joined: Dec 16, 2014
Posts: 10

PostPosted: Wed Dec 17, 2014 1:17 pm    Post subject: Different strokes for different folks Reply with quote

This all comes down to consistency. If sometimes you accept walk ups and sometimes you don't then you're not creating a behavior. And as a service desk you need to create behaviors through consistency.

Users don't mind logging tickets if it's not made to be a difficult / long process. And... they should log them 100% of the time before approaching the Service Desk.

Tomek mentioned that the helpdesk is for users, which is right, but it's for all users, not just those who are close enough to walk up and get preferential treatment.

If someone comes up saying 'its critical', we would always suggest to our clients that they enforce a ticket to be logged, and then depending on the ticket, the priority, the role of the person requesting it, we would also advise to look at it as soon as possible.

If walk ups increase your average resolution time / average update time, impact your SLAs etc then addressing this is more important that letting down the few users who will walk up.
Back to top
View user's profile

Joined: Dec 07, 2014
Posts: 7

PostPosted: Thu Dec 18, 2014 5:09 am    Post subject: I don't think you can avoid it. Reply with quote

It is a culture change for everyone.

At a previous job we did not allow customers (our internal users) to walk-up to the help desk. They were behind closed doors not accessible to just anyone.

Often times our Level 2 techs were the ones who were hounded by the 'walk-ups' while out on a service call. However, it was ingrained in their professional psyche that one of two things occurred (and always with great customer service): They requested the customer submit a ticket via email or phone call to the help desk so their request can be documented and tracked for quality assurance and compliance. Or, if they were able to work the problem on site, the Level 2 tech notified the Help Desk to create a ticket based on the techs provided detail and assign it to their group where the Supervisor or Lead would assign the ticket over to the tech for completion.

The latter did not occur enough to disrupt metrics. I think it's important to tell the customer why it's important to submit the tickets.
Back to top
View user's profile

Joined: Dec 16, 2014
Posts: 10

PostPosted: Thu Dec 18, 2014 9:17 pm    Post subject: Reply with quote

Well said. Keeping the reasons why you're saying to log a ticket at the forefront is important.

Accept walk ups if they've logged a ticket, or a ticket is getting logged.. just so long as there is little to no impact to the remainder of the customer base.
Back to top
View user's profile

Joined: Jul 08, 2015
Posts: 11

PostPosted: Sat Jul 11, 2015 4:36 am    Post subject: Walkin's Reply with quote

Make sure that your Incident tool can track walkins, such as having a drop down box for how an incident "came" to be.

Most common incident classifications for this are:

Email (should only be Sev 3 or 4)

Unless it is urgent, tell the person that their incident will be dealt with the same as if it was called in, based on the severity. If you are walking about and people are flagging you down... kindly tell them that they need to open a Service Desk ticket in order for you to do any work - that's the process.

Ask them if they need assistance in doing this... and hopefully with this approach you will see a decrease in this type of end user activity.
Back to top
View user's profile

Joined: Aug 12, 2008
Posts: 9

PostPosted: Sat Jul 23, 2016 6:19 am    Post subject: Reply with quote

I think there is no reason why you can deal with walk up traffic. All you need to do is record it as that. Once you have done the work just let them know all the other ways to log tickets which could make it quicker to resolve them rather than walking to the desk.

Its all so good to the nice touchy things now and again to give that extra customer service aspect to make them feel important....
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.