Search found 10 matches

by simplr
Fri Dec 19, 2014 9:54 pm
Forum: The ITIL Service Desk
Topic: Key challenges of Major Incident Handling process
Replies: 5
Views: 7384

The main ones we see are poor communication and poor prioritisation. I have a theory that you can communicate well and fix very little and you'll be seen to be a better support team than one who fixed a lot and communicates very little. The approach we generally take is to start by communicating too...
by simplr
Fri Dec 19, 2014 9:22 pm
Forum: The ITIL Service Desk
Topic: Trick question...
Replies: 6
Views: 6688

It sounds like a dream assignment for you. I love it when nothing is in place and nothing (or the wrong things) are being measured because you make make huge improvements within a very short time. Just make sure you get the baseline and you'll be able to show massive improvement in no time at all. R...
by simplr
Fri Dec 19, 2014 2:45 am
Forum: ITIL Discussion
Topic: Service Design engagement flags
Replies: 2
Views: 3814

I'm not a service design expert by any means and from a purely ITIL perspective I'm not sure what the answer would be. But my philosophy with almost everything ITIL related is to develop a strong operational base before getting too 'fancy'. This would include your incident, and request fulfilment, t...
by simplr
Thu Dec 18, 2014 4:41 pm
Forum: The ITIL Service Desk
Topic: Can P2 Incident be downgraded to P3 Incident?
Replies: 7
Views: 9894

I can think of no good reason (other than mis-prioritisation) that you would downgrade the priority of a ticket. If you have received a P2 and it was a P2 then it should be closed as a P2. If it was poorly prioritised it should be reprioritised before closure. Only Problems should be prioritised bas...
by simplr
Thu Dec 18, 2014 4:35 pm
Forum: The ITIL Service Desk
Topic: Trick question...
Replies: 6
Views: 6688

Few things... 1) Customer satisfaction is what tells you about the quality of your support. This is the guiding metric, whereas FCR is the driving metric (e.g. it drives CS heavily). Is that what you're saying? 2) I'm not 100% sure you should take the 2 hour approach you mention below, purely becaus...
by simplr
Thu Dec 18, 2014 6:39 am
Forum: The ITIL Service Desk
Topic: Trick question...
Replies: 6
Views: 6688

Trick answer...

The answer: Our business measures IT performance for Service Desks and provides monthly reports to our clients with their performance vs industry. (simplr.it). Based on our data (and assuming you're talking about Incident records only) our data shows that the average age of tickets resolved at first...
by simplr
Thu Dec 18, 2014 6:17 am
Forum: The ITIL Service Desk
Topic: How do you handle walk-ins?
Replies: 6
Views: 8363

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.
by simplr
Tue Dec 16, 2014 10:17 pm
Forum: The ITIL Service Desk
Topic: How do you handle walk-ins?
Replies: 6
Views: 8363

Different strokes for different folks

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 sh...
by simplr
Tue Dec 16, 2014 10:07 pm
Forum: ITIL Discussion
Topic: Incident Closure scenario
Replies: 3
Views: 5219

An incident is resolved when an incident is resolved.

If the incident has been resolved, then it is resolved and the ticket should reflect that state. Depending on your processes (incident and problem) you are likely to either: a) have determined that the root cause has not been identified and raised a problem ticket (or notified of a potential problem...
by simplr
Tue Dec 16, 2014 9:55 pm
Forum: Problem Management
Topic: Proactive Problem Management Implementation
Replies: 7
Views: 11854

Proactive problem management, hmmm.. oxymoron indeed.

The question comes down to 'why implement proactive problem management'? e.g. what is the outcome the person who asked you to do this wants? My guess is that they're ultimately hoping to further decrease incident levels (or at a business level decrease costs or increase customer sat). If this is the...