user email about helpdesk

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admssm
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Wed Mar 13, 2013 4:10 pm

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-friendly email explaining/stressing out importance of using the helpdesk system. Do you have a proven approach how to write such an email..? Im trying to put something together, but any good idea would be appreciated.

Thank you.


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Diarmid
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Wed Mar 13, 2013 5:39 pm

The email is a part of the task. It should already have the backing of the customer/user management and should explain things in terms of improving the service and emphasising that not only will the new system help to ensure that the right person does each job (even when some staff are not available) and that the most urgent jobs are done first but also, that it will provide, for example, early evidence of underlying problems which can then be resolved before they get worse.

The other major component you need is a firm policy to deal with the transition period, for example having your staff do no support work that is not in the system. This can be difficult unless your staff have strong management support and clear instructions and no favourites.
"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
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Diarmid
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Wed Mar 13, 2013 5:43 pm

Sorry for the double post.

It is not merely annoying if the helpdesk is bye-passed, it means it is useless. Every bye-pass means someone is interrupted from work. So tasks take longer and often the interruption will be lower priority.
"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
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KenLuo
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Fri Mar 15, 2013 9:18 am

Also have you ever told your support team ignore the direct post or requests?

If not, you need to tell them that they have the authorization to reject the requests in such case.
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified
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