Ouch, I hoped I would never get in touch with this topic again in my life (some hard lessons ..)
My2c: Ask your customer (aka the VIP). Let them decide. I've few goood experience with VIP but I tried this approach once and it was their decision. Nevertheless, this is very political; good luck. _________________ Michael B.
"I can't say it'll be better if it changes, but I can say it has to change to be good"
G.C. Lichtenberg (1742 - 1799)
I recently had to deal with us. The Management team wanted a dedicated VIP Service desk agent, so they would have direct access to a single VIP skilled resource.
HELP!!! I screamed from the top of the 5th floor, that goes against the objective of the entire service model I am building for our IT department!
Anyway with some tactical discussion (with managers that think IT is just fixing things with plugs on), we managed to agree to raise the urgency of VIP calls and provide a higher level SLA which was tricky because they are using items like Blackberry handhelds which we normally don't rush to fix in an hour.
The result - We now Tag calls as VIP in our service desk and assign a higher SLA, despite the incident impacting only 1 person.
However it helped to justify increasing the size of the service team to cover the additional speed of response needed! So cloud - silver etc. _________________ Robin Fitton.
Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Mon Jun 22, 2009 7:33 pm Post subject: Re: VIP Status
we are debating about whether VIP Status SHOULD OR COULD be within impact, or urgency or as part of the service level response.
The key question for me is; who is debating?
You need to be in discussion with the customer over this, not simply having an internal IT debate.
You need to paint scenarios to the customer that illustrate the risks of committing resources to relatively minor activities if VIP status is just a blanket coverage.
The genuine point about VIP status should be that top management cost a lot and at the level of IT service delivery you cannot confidently identify when some "minor" fix is vital to them. They have to tell you.
Probably the best way is for them to be able to invoke status when something is important to them. If they abuse it then they will be costing the organization, but that is true of everything they have the power to do. so is not IT's problem.
The only way to set up a viable system is to talk to them first. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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