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: ylykereg
New Today: 41
New Yesterday: 61
Overall: 236283

People Online:
Visitors: 69
Members: 3
Total: 72 .



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 - SPOC with additional Emergency phone numer
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

SPOC with additional Emergency phone numer

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

Joined: Aug 08, 2016
Posts: 4

PostPosted: Mon Apr 09, 2018 3:21 pm    Post subject: SPOC with additional Emergency phone numer Reply with quote


First off: This issue raises a ton of questions, some of them have been pointed out by myself, but most have been pushed aside, by management, no matter my argumentation.

I have recently been presented with wishes to establish a way for the business to contact the service desk, without risking to end in line with the rest of the customers calling at the same time.
Management wishes to either create a separate phone number for these inquiries, og create a separate selection in the existing phone-setup ("Choose X for Critical inquiries" - like) that ands up with always being answered with no risk of queue.
(I have argued, that this moves some of the prioritization of incidents from the SPOC to the customer)

I am not sure what to recommend (Except of my initial recommendation of: handling this issue in the existing SPOC, either but manning up or adjusting the existing processes.. this has been rejected)

The reason for this post: Does any of you have a setup, that resembles this? or experiences with implementing (or deimplementing (is that a word?) ) similar means of contacting IT-departments?
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.