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ITIL :: View topic - Help Desk Form Industry Standards?
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Help Desk Form Industry Standards?

 
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valawman
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Joined: Sep 21, 2006
Posts: 7
Location: Vienna, VA - USA

PostPosted: Wed Oct 01, 2008 11:33 pm    Post subject: Help Desk Form Industry Standards? Reply with quote

Good morning!

Is there anything which would be considered an industry standard or best practices for form design of a help desk form?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Oct 02, 2008 12:20 am    Post subject: Reply with quote

In the Blue Book, there is a good sample of a service desk (incident ticket)

Other than that there is no standard / best practice for forms.

there are things like style documents, recommendations

San serif fonts vice serif fonts
background contract text in the right way (black or red test on color(our)ed background. Hopefully not black on black or red on red
If the forms gets printed, in grey scale b/w printers, should print all the details

For western civ type left to right, top to bottom
key info in bold or

etc
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Change Management is POWER & CONTROL. /....evil laughter
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mnsmith
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Joined: Mar 31, 2008
Posts: 109
Location: North West England

PostPosted: Thu Oct 02, 2008 12:22 am    Post subject: Reply with quote

Hi

Usually a form will have the following fields:

Name:
Phone number:
What do you want:
When do you want it:

If you want a more detailed answer, can you clarify what the form is used for. For example, are you recording incidents or changes. In addition, have you ask what the recipients of the form require? There's no point recording the inside leg measurement of a customer if they're reporting an IT fault, unless it's a fault with an electronic tape measure.

Hope that helps

Mick
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu Oct 02, 2008 12:28 am    Post subject: Reply with quote

Might be worth investigating the Helpdesk Institute too (HDI) as they focus on this stuff.

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

PostPosted: Thu Oct 02, 2008 12:32 am    Post subject: Reply with quote

Well I had just about composed an answer when the phone went and now I'm back Mick and John seem to have stolen my glory.

So all I will add is that it should also be consistent with the way your organization does other forms, conforming to any local standards.
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valawman
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Joined: Sep 21, 2006
Posts: 7
Location: Vienna, VA - USA

PostPosted: Thu Oct 02, 2008 4:47 am    Post subject: Reply with quote

This side of the Atlantic appreciates your suggestions. Thank you!
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Oct 02, 2008 7:00 am    Post subject: Reply with quote

Forms should follow purpose
or
is it purpose follows form

One is for MS Word
the other for philosophy
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