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ITIL :: View topic - First Time Resolution
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First Time Resolution

 
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Wideawake
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Joined: Jan 08, 2008
Posts: 6

PostPosted: Wed Jun 04, 2008 1:37 am    Post subject: First Time Resolution Reply with quote

Just about to implement First Time Resolution (FTR) onto my desk but wanted to ask about the time period that you may have used with your own FTR.
I have a technical desk, PC’s Printers’ Standard Software etc with about 40 calls per day. I have 2 x Service Desk Analysts who will be providing FTR and a Senior Analyst in the escalation position. So my question is how long would you set as the target for resolving the FTR before escalation. My thoughts were 0 – 5 minutes but that seems short for the full incident cycle but if both my Service Desk Analysts were on calls for the full period you would be waiting in the Queue for 10 minutes before your call was answered.

All thoughts welcome.

Wideawake
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Jun 04, 2008 2:11 am    Post subject: Reply with quote

wideawake,

do you distinguish between incidents that the first line staff do not have the skill/knowledge capability to resolve and those which they do not have time to resolve? there is a difference between five minutes steady progress and five minutes searching for understanding. Or to put it the other way, would you take someone off an incident when they are two minutes from resolution and then have someone else start all over again?

Your figure of ten minutes queue time (if each call takes five minutes to resolve) does not kick in until effectively five people raise a call at the same time. your average call rate seems to be about one call every 12 minutes. But you really need to know what the peaks are to determine queue times.

I don't think anyone can give you advice on what times to use, because you have to know what is acceptable to your organization and you have to calculate what that means in terms of staff time. There are other complications such as how many calls are for the same incident? how many calls will be outside the skills of your front line? How do you prioritize resolution activity?
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Wideawake
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Joined: Jan 08, 2008
Posts: 6

PostPosted: Wed Jun 04, 2008 3:39 am    Post subject: First Time Resolution Reply with quote

Thanks for your advise. All points taken, however, (and this is the difficult part) the organisation is not (and will not) state what’s acceptable, and thus this is an internally driven event. (the phrase “we are where we are is the one that the organisation use) (so you can see the cultural issue I face).
I think I will concentrate on percentage of Incidents fixed on FTR rather than the time that it takes to do them and adjust accordingly as we progress.
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