From the ITIL Community Forum Q: Please can any one let me know what is the Industry metrics / Standards ( Especially – across a Insurance Company ) for 1. Mean Time to Resolution or SLA for a Priority 1 , Priority 2, Priority 3 and Priority 4 Incident 2. Mean Time for known Error …
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Author Archives: Don Boylan
Industry Standards for Incident/Problem Metrics
March 29th, 2014 | Posted by in Incident Management | Problem Management - (0 Comments)From the ITIL Community Forum Q: I have been asked to review and re-work an implementation of HP OVSD and need to redefine the Category, Sub Category, Product and Problem classes. Although I have a good idea of the type of options to include, I am looking to align the application as close to an …
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From the ITIL Community Forum Q: Have you ever met the part of SLA pointing out limits the user should keep? A: Yes, a SLA is an agreement between IT (in its entirety) and the Customers of IT Services. This agreement is a two-way street. The SLA is not just to define the Customer’s expectations …
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From the ITIL Community Forum Q: The goal of KEDB is to help incident management to find an incident or a permanent solution. Each KEDB record contains a “technical context” field. This field is indexed by the tool in order to easier the search. Some of the users want to add a “customer” field. To …
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Handling Follow Up Calls Efficiently
March 29th, 2014 | Posted by in Incident Management | Service Desk | Tools - (0 Comments)From the ITIL Community Forum Q: Can you please suggest the best way to handle the follow up calls in a virtual, global helpdesk environment ? A: My suggestion would be to have the VRU ask if the caller if they are calling about a previously reported issue. If they respond that it is (push …
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From the ITIL Community Forum Q:Does ITIL determine the average daily call rate per analyst? Does it instruct on how long the most effective call should last??? Does it regulate anything in respect of call duration as well as the number of calls that 1st line agent is capable of handling, considering that further actions …
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From the ITIL Community Forum Q: Should the first point IT contact center be called ITIL® IT Service Desk or can it be also called ITIL® IT Helpdesk ? A: ITIL says that you should have a single point of contact for users to communicate with IT. ITIL uses the term Service Desk and defines …
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