How to deal with non-related calls received by the SD?

General discussion on all aspects of the IT Infrastructure Library (ITIL)
Post Reply
User avatar
ITIL Expert
ITIL Expert
Posts: 79
Joined: Thu May 26, 2005 8:00 pm
Location: Madrid-Spain

Tue Aug 31, 2010 9:40 am

Hi all,

I've been through ITIL Service Operation book, trying to find out what should be done with non-related calls to our Service Desk and haven't found anything.
Should they be registered by the Service Desk?
Even though they are non-related they are time consuming, any ideas?
Any help will be welcome

Kind Regards

Javier G. Arcal

User avatar
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Aug 31, 2010 9:45 am

What do you mean by Non relating

Are they obscene calls
Orders for food ?

What you do with them depends on the underlying ticket system

Does it support - other - or info - for calls etc
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
User avatar
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Thu Sep 02, 2010 9:18 am

If you do not record them, you cannot investigate why they are occuring or from whom they come. So if you wanted to reduce the number (since they are essentially "nuisance" calls, you would lack the data - even the frequency, which would be the measure of success in reducing them.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Post Reply