Posted: Tue Jul 29, 2008 10:12 am Post subject: Improving Incident quality - best practice & resources
I am an IT Service Desk manager and I am seeking out information that would help me to coach my staff on how to do a better job of logging incidents by recording detailed incidents, adding detailed worklogs, and appropriate resolutions.
At present my team need to do a better job in these areas and as the manager of this group I am trying to help them become a true service desk. Right now when they log incident not a lot on information is put into the incident and the quality of worklogs needs to be improved. They are submitting resolutions such as 'Resolved' with no detail. I would like to change the way things are now and would like some tools to assist me in doing so.
Can anyone assist with regard to providing information that would outline the industry best practices for how to effective log, report on progress, and resolve an incident. What is the criteria of an effective worklog. What is the criteria for an effective resolution.
For the education part look up the Help Desk Institute for some basic standards and benchmarking. There are plenty of other sources but this is the first one that springs to mind.
For motivation as John says, get their buy-in. Ask them why it might actually be important to have some detail and how they'd go about making it easier to log. If that isn't working then stick it in their objectives and make it payrise related (consult your HR guys first!).
Stick and carrott. Get their buy in but also get them to understand this is the criteria of the job and if they can't follow a simple process then they might not be up to such a simple job.
My personal method is that if a guy screws up I sack him and the man next to him. It's the only way they'll learn... ahem.
UJ _________________ Did I just say that out loud?
My organization is new to ITIL and a lot of our process is presently being defined. There is no documented standard for how to do even the basic tasks related to incident management, measurement, and Auditing. I have been tasked with coming up with the needed documentation and implement the needed processes in order to improve the quality and efficiency of our service desk. Hence my shameless cry for help.
There is really no moral issues within the team, it's more that my team has never been ask to or given feedback on doing thinks the right way before now and they have become accustomed to doing their job with very little emphasis on quality. Again, now it’s my job to change all that. Hurray for me
Thanks for the input from you both. I will try a few of your suggestions and I let you know how it goes.
Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Thu Jul 31, 2008 4:44 pm Post subject:
There is really no moral issues within the team, it's more that my team has never been ask to or given feedback on doing thinks the right way before now and they have become accustomed to doing their job with very little emphasis on quality.
The feedback thing you mention seems very important to me. Ask yourself to what extend documenting the processes will provide this feedback (I think not).
So how to give this feedback? Apart from doing the general 'managerial thing' (the carrot and the stick), have you already worked on improving / structuring your continual improvement? Start reporting, keep it simple (#of calls logged, # of calls solved, # of calls open per team), and start right now. Communicate the report to the entire service desk. Don't let the fact bother you that the quality of service that is shown through this report might be poor. Your report (and the communicating) will help to improve just that.
The documenting can wait. Even better: use your reports to prioritize the documentation project/process.
Joined: Sep 16, 2006 Posts: 3493 Location: London, UK
Posted: Thu Jul 31, 2008 5:48 pm Post subject:
And to add to michiel,
While the documentation can wait, if your team has any longevity doign their roles, they probably have ideas on documentation as well
Get the ones who are interested assist
reward them with getting the ITIL training etc cycle - and stick to the plan.
That way there is work / benefit to the staff
1) benefit the company by having more ITIL certified staff
2) benefit the staff w/training
2) beneift the staff w/ knowledge that the company is willing to fork out ££$$
3) a good carrot _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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