Search found 7 matches

by iTurley
Wed Dec 31, 2014 1:28 pm
Forum: The ITIL Service Desk
Topic: Trick question...
Replies: 6
Views: 6682

Thank you for the link to your site. I will give it a whirl. Yes, a dream assignment - the work itself is going to be very exciting. The baseline numbers I am getting are certainly going to be eye opening to upper management but implementing just a few simple processes will show incredible improveme...
by iTurley
Fri Dec 19, 2014 10:56 am
Forum: The ITIL Service Desk
Topic: Trick question...
Replies: 6
Views: 6682

Re:

I typed incorrectly - I meant my 2 hour time frame was for first contact - but I agree with your #2 statement nonetheless. To be fair at my previous Help Desk stop 90%-95% of our customer 'events' (service request or incidents) was via the phone. My current organization has 2/3 of their 'events' occ...
by iTurley
Thu Dec 18, 2014 1:41 pm
Forum: The ITIL Service Desk
Topic: Trick question...
Replies: 6
Views: 6682

Re:

Great answer simplr! I heard a great podcast from Pink Elephant a few moons ago that (i'm in agreement with) that FCR should not be a guiding metric (it's not a bad one - just not one to ascertain value on your Help Desk) - putting too much value in to FCR might just mean that your Help Desk is real...
by iTurley
Wed Dec 17, 2014 2:09 pm
Forum: The ITIL Service Desk
Topic: How do you handle walk-ins?
Replies: 6
Views: 8340

I don't think you can avoid it.

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....
by iTurley
Wed Dec 17, 2014 1:54 pm
Forum: The ITIL Service Desk
Topic: Trick question...
Replies: 6
Views: 6682

Trick question...

What should be the average Time to Resolve for requests made to the Help Desk (where the Help Desk owns the ticket)? There is Level 2 and Level 3 support (who have their own issues).... I think I may be walking in to a mine field...I may become the new Help Desk supervisor for this organization and ...
by iTurley
Mon Dec 15, 2014 3:04 pm
Forum: The ITIL Service Desk
Topic: ITIL Service Request
Replies: 2
Views: 4616

Service Requests

I think Service Requests are considered low risk, low cost and frequently occurring because they can be dealt with quickly with low impact. Password resets or new access to services can be considered service requests. If a customer's account is locked because they improperly typed in their password ...
by iTurley
Sun Dec 07, 2014 10:45 pm
Forum: The ITIL Service Desk
Topic: Can P2 Incident be downgraded to P3 Incident?
Replies: 7
Views: 9858

I'm not sure why you would downgrade a prioritized ticket, unless the initial response was in error - and then, as UKVIKING states, I would check your priority matrix.

Was the impact misdiagnosed? Urgency can sometimes be tough to diagnose but your SLA should clear up any confusion.