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The Itil Community Forum: Forums
ITIL :: View topic - Creative and Innovative Ideas for Customer Service
teejoong Newbie Joined: Nov 20, 2007 Posts: 1
Posted: Tue Nov 20, 2007 3:12 pm Post subject: Creative and Innovative Ideas for Customer Service
I was given a survey for the topic above.
1. If you could make 3 changes to our IT environment to help our customers and reduce their calls/requests, what would those changes be?
2. If you could make 3 changes to save you time and make your job easier, what would those changes be?
Need your opinions/answers on this two questions, Thanks
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3544 Location: London, UK
Posted: Tue Nov 20, 2007 8:51 pm Post subject:
What answer would you want ? Since every one in this forum has a different type of IT environment, services,expected level of service, you will get many different answers
The answer to the second one is easy. Shut all IT equipment off. Therefore there will be no need for any ITIL processes and I can go home and sit on the couch
The true answer to your question is that the
customers and users want the service that they expect and IT should be aware of what service that they can provide _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Timo Senior Itiler Joined: Oct 26, 2007 Posts: 295 Location: Calgary, Canada
Posted: Wed Nov 28, 2007 5:48 am Post subject:
I was going to say the same... Turn IT off. No IT, no problems
Teejoon, it is really impossible to give you answers you are looking for without having a least some idea about your environment.
Mark-OLoughlin Senior Itiler Joined: Oct 12, 2007 Posts: 306 Location: Ireland
Posted: Thu Nov 29, 2007 8:15 pm Post subject:
I would look at it another way
1) Have a system for the users to be able to log calls - this can free up Service Desk staff so they can expand their offerings
2) Set up a Knowledge Base and ensure that it gets populated with knowledge that enpowers the Service Desk to increase their fix rate - thus improving customer relations and perception
3) Ensure good change control is in to try an minimise changes affecting users (outages).
Things like this can make a difference. IT will always have user issues (and if it didn't a lot of us would be working in different fields). _________________ Mark O'Loughlin
ITSM / ITIL Consultant
swansong Senior Itiler Joined: Nov 14, 2007 Posts: 109
Posted: Thu Nov 29, 2007 9:53 pm Post subject:
I attended a course, hosted by a guy called John Seddons, who has adapted the Toyota approach to manufacturing to service origanisations. Although much of what he said I took with a pinch of salt, it certainly started a debate as to what represents a valuable customer contact and the types of service an organisation (including ICT depts and / or service desks) should aspire to offer, and would cover the types of question you ask.
If it is permissible for me to say this I recommend you should look him up for a different perspective of how service organisations could operate.
However just to clarify, I am not affiliated with the man, or do I agree with many of his opinions....its just a different perspective to your questions!
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