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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Workaround Activities

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

From the ITIL Community Forum Q: Workaround for an incident. Is it Incident Mgmt’s responsibility or Problem Mgmgt’s one? A: A Workaround is an effort to bypass the effects of an Incident by not relying on affected infrastructure. The question of “Who does it” is a little misleading. Anyone from any team could implement a …
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RFC for Server Reboots

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

From the ITIL Community Forum Q: If a live server is required to be rebooted, with no changes being made, should an RFC be raised (either upfront or retrospectively) according to the ITIL process? A: Per the ITIL definition, yes, a RFC should be submitted for a server reboot. An ITIL Change is defined as …
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From the ITIL Community Forum Q: You have a Major Incident which goes right through the Incident lifecycle but try as they might the techy guys cannot find out what is causing it or how to fix it. A Problem record is created for the issue and PM are making steady progress on it. PM …
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From the ITIL Community Forum Q: I am reviewing the current response and resolution time metrics for an internal service desk that supports a 10,000 person company.  Currently the company uses 4 severity levels for incidents.  While I realize the response and resolution times are defined by an SLA, is there a good benchmark to …
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