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ITIL :: View topic - Entitlement / Verification Process Best Practice Brainstorm
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Entitlement / Verification Process Best Practice Brainstorm

 
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tmack
Itiler


Joined: Jan 21, 2007
Posts: 20

PostPosted: Thu Mar 19, 2009 6:51 am    Post subject: Entitlement / Verification Process Best Practice Brainstorm Reply with quote

We have are trying to standardize the process where the Service Desk agent will verify certain information up front to determine if the caller is in fact who they say they are and are entitled to what level of service. I was wondering what everybody else out there is doing and if there is a Best Practice recommendation regarding this.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Thu Mar 19, 2009 4:48 pm    Post subject: Reply with quote

tmack

when i ran a service desk, the name, email address and phone number were used as security questions

in addition, we requested to they send an email (unless their emailwas the reason for the call)

as to B P ? hmmmm
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MBU
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Joined: Dec 18, 2008
Posts: 70

PostPosted: Thu Mar 19, 2009 6:34 pm    Post subject: Reply with quote

A good CSO would have a good (means good for the unique situation of your business) policy ...
SSO to a dedicated website where you get a code which was created for the caller was a very restrictive solution I've seen.
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gramsay
Newbie
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Joined: Jan 05, 2007
Posts: 16

PostPosted: Fri Mar 20, 2009 12:22 am    Post subject: Reply with quote

Depending on your organisation it may be that you can have all your expected users already in your helpdesk tool, perhaps as an import from Active Directory or the like. It may be your customers have a service entitlement card with a reference number, or a warranty agreement they can quote. What about a receipt number if appropriate?
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