Exploiting the Service Desk’s Talents

March 29th, 2014 | Posted by Don Boylan in Service Desk - (0 Comments)

From the ITIL Community Forum Q: Not an ITIL question but seeking best practice or perhaps better practices. The Service Desks which I own perform standard desktop troubleshooting, password resets, email client troubleshooting etcetra etcetra. I am now trying to incorporate( my teams have the bandwidth) the following into the support scope : 1. Incident …
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Handling Follow Up Calls Efficiently

March 29th, 2014 | Posted by Don Boylan 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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ITIL Service Desk Metrics

March 29th, 2014 | Posted by Don Boylan in Favorite | Service Desk - (0 Comments)

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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Naming a Service Desk

March 29th, 2014 | Posted by Don Boylan in Service Desk - (0 Comments)

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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Merging Service Desks

March 29th, 2014 | Posted by Don Boylan in ITIL | Service Desk - (0 Comments)

From the ITIL Community Forum Q:I have been looking for information on how to merge two helpdesks who have different cultures and different models into one cohesive unit.  I know it isn’t going to be easy.  Does anyone have any advice they can loan, or point me to resources that I could use to come …
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Single Point of Contact

March 28th, 2014 | Posted by Don Boylan in Service Desk - (0 Comments)

From the ITIL Community Forum Q: A large company has currently two points of contacts to the user/customers: HD (Help Desk) and CS (Customer Support). Each has some specific tasks. However, there are some conflicts between both and no clear ownership of incidents since each of them may forwrd some types of incidents to the …
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Service Desk and Hardware Tickets

March 28th, 2014 | Posted by Don Boylan in Incident Management | Service Desk - (0 Comments)

From the ITIL Community Forum Q: Is “The amount of hardware calls raised” a valid SD metric? A: I don’t know if this is appropriate for the question, but when I did metrics for our Service Desk, we tried to get an accurate count of First Call Resolution Rates. To do this, we used the …
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