Search found 8 matches

by admssm
Tue Apr 30, 2013 1:55 am
Forum: The ITIL Service Desk
Topic: Helpdesk resolution
Replies: 7
Views: 9905

Im looking for more constructive way.. firing people is the extreme case. I would have to hire a new kid, train him, coach him, bring him up to speed.. in the end, it would not have the same effect then somehow motivate a person, who has a great knowledge about our infrastructure and application por...
by admssm
Mon Apr 29, 2013 7:32 am
Forum: The ITIL Service Desk
Topic: Helpdesk resolution
Replies: 7
Views: 9905

i was looking for rather less violent way of motivation.. :)
by admssm
Mon Apr 29, 2013 6:54 am
Forum: The ITIL Service Desk
Topic: Helpdesk resolution
Replies: 7
Views: 9905

Helpdesk resolution

Hello, im having a hard time bringing our local Helpdesk system up to standards. Among other stuff, i cant get our local techs to write resolutions into tickets- simple laziness or not understanding the concept of purpose. Can you please let me know how should i "motivate" them, to get them into cus...
by admssm
Mon Mar 25, 2013 2:44 am
Forum: ITIL Discussion
Topic: ticket categories definition
Replies: 1
Views: 14816

ticket categories definition

Hi, our ticketing system contains among others, 2 categories (General IT problem and Infrastructure) which i have to write a definition for. I have to write a guide for users, what issue belong to which category. Doest ITIL have any kind of explanation, or can you help me from your experience, how s...
by admssm
Wed Mar 13, 2013 4:10 pm
Forum: ITIL Discussion
Topic: user email about helpdesk
Replies: 3
Views: 16318

user email about helpdesk

Hello, i have to send out an email to all users about importance of using helpdesk, instead of personal visit, or phone calls. Im sure most of you have been there, where users simply ignore helpdesk and keep on calling or visiting IT department... its a bit enoying. Id like to put together an user-f...
by admssm
Tue Mar 12, 2013 5:07 am
Forum: ITIL Discussion
Topic: requestor role
Replies: 5
Views: 17689

The concept im trying to accomplished is to create a standard form for every request which comes to IT (new user account, additional access,etc..), The form will also include ticket number for better tracebility,. The form works with roles like user, requestor (user's manager, hr), it admin, it mana...
by admssm
Tue Mar 12, 2013 5:02 am
Forum: ITIL Discussion
Topic: Application catalogue
Replies: 0
Views: 13209

Application catalogue

Hello, i was asked to create a application catalogue, which would map all the applications and their owners, backup state, etc... Since im a bit new to this, can you please help to describe where should i start..? We dont have a centralized asset management, which would have all applications gathere...
by admssm
Fri Mar 08, 2013 9:25 am
Forum: ITIL Discussion
Topic: requestor role
Replies: 5
Views: 17689

requestor role

Hi,

im trying to define a user role called "requestor", who is requesting IT servise based on possition change, or promotion, etc... What should be listed as conditions for user request..?

Thanks