Posted: Thu Nov 16, 2017 6:20 am Post subject: ITIL a barrier for good customer service?? Or an excuse?
So a new ITSM tool has been purchased for our organisation. Trouble is some of our users want us to tell their team when incidents have been resolved rather than just a single user.
The message from upstairs is that we can't set the contact for a ticket as a team, it has to be an individual. Why? Because ITIL says so. This can't be true can it? Surely as long as the incidents are resolved and the user is / users are communicated to then that's what's important. If we're enabling our customers to provide the service that they need to provide then where's the problem.
I can get around this with some user training admittedly, but want to automate this as much as possible. The sticking point for me is the ITIL reference though, is there some strange rule that says incidents can only be reported by individuals?
Joined: Sep 16, 2006 Posts: 3582 Location: London, UK
Posted: Thu Nov 16, 2017 11:12 pm Post subject:
the barrier to good customer service unfortunately is the people who provide customer service. Not ITIL
What does ITIL state - the customer needs to be informed about incidents especially when they are resolved. The users use what is being delivered .i.i the service.
There should be a service owner, support group, etc. as part of the service creation
So first the Incident mgmt. tool needs to be able to be linked to the failed service and report to the customer (owner or manager of that service) so that they know the service being impacted is being worked to return ot service
The Service Desk is the one who manages the incidents and does the communications to the users - as that is their role in life. They do not resolve or work on the incidents t. they only manage - i.e.. track that they are getting handled IAW priority ./ severity etc.
So the responsibility to contact the users is their responsibility - if this is an internal customer / users or if this is an external customer user group
Either way, the Service Desk should have reference information as to such things - as can any tool.
A ticket should be raised by an Individual - who is the point of contact. If they want the users to be informed - they can tell them as well - based on the status of the ticket you know
if there is no coherent communication plan _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Thanks. There's nothing in what you've said that states that we shouldn't enable individuals to raise tickets tagged against a shared mailbox / account. I think it's a slicker more user-focused approach to give them what they want rather than hide behind excuses of ITIL (which don't appear to be accurate).
My proposed approach will not negatively impact on users, or the Service Desk but what we're being asked to do will cause delays in terms of resolution. Common sense is all important, and it sounds like ITIL supports that.
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