Search found 11 matches

by sTaD
Thu Oct 23, 2014 9:26 am
Forum: ITIL Discussion
Topic: Should this scenriao be logged?
Replies: 2
Views: 5206

They have no real policy! :)

True...many thanks.
by sTaD
Thu Oct 23, 2014 9:23 am
Forum: Problem Management
Topic: Root cause descriptions
Replies: 1
Views: 10150

When documenting the root cause, the technician is to be as descriptive as possible etc.

Your Major Problem Review will pick up the details of what caused the problem, who caused it, when it happened, why it happened, where it happened and how it manifested itself.

hope this helps.
by sTaD
Thu Oct 23, 2014 9:21 am
Forum: The ITIL Service Desk
Topic: Implementing effective and efficient Service Desk
Replies: 2
Views: 5485

Unless you implement some governance around using the Service Management Tool and update the existing categories etc your going to lose!
by sTaD
Tue Sep 16, 2014 9:55 am
Forum: ITIL Discussion
Topic: Should this scenriao be logged?
Replies: 2
Views: 5206

Should this scenriao be logged?

We have a housing department that receives a file and then the application support team then have to import the file into the housing application. This happens a few times a month. Should this be tracked and if so why? The application team also have many "tasks" that happen, like checking FTP's that...
by sTaD
Tue Nov 03, 2009 11:58 am
Forum: The ITIL Service Desk
Topic: Agent Call Time
Replies: 7
Views: 7793

meaning?
by sTaD
Tue Nov 03, 2009 11:50 am
Forum: The ITIL Service Desk
Topic: Agent Call Time
Replies: 7
Views: 7793

I'm trying to understand what an agents average after call is in a working day. I will produce this graphically. I have the agents average call time, but require to understand how long on average they sit in after call. For example and it's doesn't like right....... Bob - Spends 93mins on after call...
by sTaD
Tue Nov 03, 2009 11:36 am
Forum: The ITIL Service Desk
Topic: Where do you store your knowledgebase???
Replies: 4
Views: 5715

Where do you store your knowledgebase???

I've worked at many corporate companys and came across different ways, from sharepoint to a standard lotus notes database (this being the better one as it's searchable).

Anyone recommend what they think is the best tool, more so for searching?
by sTaD
Tue Nov 03, 2009 11:30 am
Forum: The ITIL Service Desk
Topic: Agent Call Time
Replies: 7
Views: 7793

Agent Call Time

Hi,

I'm trying to work out an agents average after call time.
Is this their, After call time divide by the number of incoming and outgoing calls they've had??

Please help.

Thanks.
by sTaD
Wed Dec 05, 2007 11:25 am
Forum: The ITIL Service Desk
Topic: Implementation of change logging via the service desk
Replies: 3
Views: 5757