Search found 7 matches

by DJLong
Mon Jun 14, 2010 10:03 am
Forum: The ITIL Service Desk
Topic: How to become a proactive Service Desk
Replies: 14
Views: 12474

How to become a proactive Service Desk

I am looking at ways for my Service Desk to become more proactive rather than reactive. Do you have any suggestions?

Also, if anyone has experienced how did you move your support team forward? (was it by taking on additional tasks, introducing a buddle system with other support teams?)

Thanks
D
by DJLong
Fri May 28, 2010 3:43 am
Forum: The ITIL Service Desk
Topic: Incident Management Reporting Help
Replies: 5
Views: 5824

Incident Management Reporting Help

Thanks Diarmid,

This report is soley tailored for IT management, I want to get a hig level overview and then have the ability to break down into all the local Helpdesk that are within the company that I work for.
by DJLong
Fri May 28, 2010 3:39 am
Forum: The ITIL Service Desk
Topic: Incident Management process help
Replies: 7
Views: 8026

Incident Management process help

Thanks for all your comments.

Diarmid,

Would you be able to elaborate on the 8 process diagram that you currently use?

Thanks
D
by DJLong
Thu May 27, 2010 5:43 am
Forum: The ITIL Service Desk
Topic: Incident Management Reporting Help
Replies: 5
Views: 5824

Incident Management Reporting Help

Viv 121

Thanks for the reply, there is a slight urgency but I am not prepared to pay for someone to hack a template, all I am asking if for some help and guidance,

Thanks
D
by DJLong
Thu May 27, 2010 4:24 am
Forum: The ITIL Service Desk
Topic: Incident Management Reporting Help
Replies: 5
Views: 5824

Incident Management Reporting Help

I am going to draft up a IM weekly report and I was hoping to get some help with this with anyone who already has a template to share? I am thinnking of including the below metrics: Total number of Incidents received Total number of Incidents closed Outstanding Tickets Overall Fix rate% First Time F...
by DJLong
Thu May 27, 2010 4:21 am
Forum: The ITIL Service Desk
Topic: Incident Management process help
Replies: 7
Views: 8026

Incident Management process help

Hi All, I have just taken on a role as Incident Manager and I am starting to write up the IM process, I have drafted up the below and I was wondering if anyone else who is an IM could give me some advise/guidance to see if this is correct? The key goals of the incident management process is to resto...
by DJLong
Thu May 27, 2010 4:06 am
Forum: The ITIL Service Desk
Topic: Servce Desk Team Meeting Structure help
Replies: 3
Views: 11094

Servce Desk Team Meeting Structure help

Hi All, I am hoping that you will be able to help me, I am looking at updating my team meeting structure that I take with my team of 10 Analysts, it has got to the stage where the meeting are stale and it only seems that I am talking. Please see my current structure below: Ins and Out = to find out ...