Service Desk First time/line fixes

An open discussion on issues related directly or primarily to the service or help desk.
Post Reply
User avatar
michaelthompson
Newbie
Newbie
Posts: 2
Joined: Tue Apr 13, 2010 8:00 pm
Location: Belfast, NI

Wed Apr 14, 2010 3:41 pm

Hi Folks,
I have just recently joined up to the forum, reading through their seem to be some very knowledgable people here.
Basically I lead/manage an outsourced service desk team handling a mix of government and private sector accounts.
My question is when calculating agents individual FTF/FLF rates, should only incidents within contractual obligation (to be fixed at the service desk) be measured or should it be measured on all incidents they have logged? It is probably not really an ITIL related question, but would be interested in peoples experience and feedback.
Thanks
Michael


User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Thu Apr 15, 2010 5:43 am

Michael,

welcome to our humble forum.

Your question is an easy one. The answer is - it depends!

The other answer is - both!

It entirely depends on what you are using the information for and both pieces of information have potential uses.
"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
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Thu Apr 15, 2010 8:49 am

Michael

The answer is fish

But that would be if you were a surrealist ITIL Practitioner

Diarmid has it in one

It depends


Look through some of the KPI questions
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
User avatar
michaelthompson
Newbie
Newbie
Posts: 2
Joined: Tue Apr 13, 2010 8:00 pm
Location: Belfast, NI

Sun Apr 25, 2010 3:01 pm

cheers guys, got the exact same answer from senior management as well!!
User avatar
asrilrm
ITIL Expert
ITIL Expert
Posts: 441
Joined: Sat Oct 06, 2007 8:00 pm
Location: Jakarta, INA

Sun Apr 25, 2010 10:45 pm

Hi,

To your question, it is obviously clear that for FTF/FLF, the measurement would be on number of incidents fixed at the service desk. That is for one KPI.
Number of all incidents recorded (whether they are fixed at Service Desk or not) can also be measured for another KPI.
The term "it depends" would make it up to you, what measurements will suit your performance indicators.

One thing that bothers me is that why do you want to measure performance of SD agents by FTF/FLF? What if in one reporting period there is no FTF/FLF? Would it mean the agents fail and lose bonus? OMG

cheers.
Asril
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Tue Apr 27, 2010 5:20 am

michaelthompson wrote:cheers guys, got the exact same answer from senior management as well!!
If your senior management don't know for what purpose you want the information, then one has to consider whether you want at all.
"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
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Apr 27, 2010 7:40 am

True

especially if one of your snr mgmt said... fish
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Post Reply