Search found 2 matches

by Jim777
Thu Nov 16, 2017 2:19 pm
Forum: The ITIL Service Desk
Topic: ITIL a barrier for good customer service?? Or an excuse?
Replies: 4
Views: 8532

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 acc...
by Jim777
Wed Nov 15, 2017 3:20 pm
Forum: The ITIL Service Desk
Topic: ITIL a barrier for good customer service?? Or an excuse?
Replies: 4
Views: 8532

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? Be...