Search found 3 matches

by JeffGarban
Mon May 23, 2011 8:42 pm
Forum: The ITIL Service Desk
Topic: Customers bypassing the Service Desk
Replies: 5
Views: 7324

Hi Diarmid,

I sincerely appreciate your response to my query. This is by far the best explanation I have received or have read on the net.

Thank You very much!

And now, I'm off to presenting this arguement to the Management.

Thanks for the help!

Best Regards,
~ Jeff
by JeffGarban
Sun May 22, 2011 8:46 pm
Forum: The ITIL Service Desk
Topic: Customers bypassing the Service Desk
Replies: 5
Views: 7324

Hi UKVIKING & Diarmid, Thanks for your replies. I am humbled to receive comments from you. I am asking the question on the customer's standpoint. As a customer wouldn't we feel it's too much of a hassle calling the Technician directly and later on being told to call Service Desk first? Or would ther...
by JeffGarban
Fri May 20, 2011 2:38 am
Forum: The ITIL Service Desk
Topic: Customers bypassing the Service Desk
Replies: 5
Views: 7324

Customers bypassing the Service Desk

Hi Everyone, I am Jeff from the Philippines and my company is currently rolling out Service Desk, Incident & Problem Management. I have an interesting question here. Prior to implementin a Service Desk, our customers are allowed to call anyone from the Support Team. Be it the Desktop/Laptop Support,...