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ITIL :: View topic - Service Desk First time/line fixes
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Service Desk First time/line fixes

 
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michaelthompson
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Joined: Apr 14, 2010
Posts: 2
Location: Belfast, NI

PostPosted: Thu Apr 15, 2010 5:41 am    Post subject: Service Desk First time/line fixes Reply with quote

Hi Folks,
I have just recently joined up to the forum, reading through their seem to be some very knowledgable people here.
Basically I lead/manage an outsourced service desk team handling a mix of government and private sector accounts.
My question is when calculating agents individual FTF/FLF rates, should only incidents within contractual obligation (to be fixed at the service desk) be measured or should it be measured on all incidents they have logged? It is probably not really an ITIL related question, but would be interested in peoples experience and feedback.
Thanks
Michael
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Apr 15, 2010 7:43 pm    Post subject: Reply with quote

Michael,

welcome to our humble forum.

Your question is an easy one. The answer is - it depends!

The other answer is - both!

It entirely depends on what you are using the information for and both pieces of information have potential uses.
_________________
"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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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Apr 15, 2010 10:49 pm    Post subject: Reply with quote

Michael

The answer is fish

But that would be if you were a surrealist ITIL Practitioner

Diarmid has it in one

It depends


Look through some of the KPI questions
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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michaelthompson
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Joined: Apr 14, 2010
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Location: Belfast, NI

PostPosted: Mon Apr 26, 2010 5:01 am    Post subject: Reply with quote

cheers guys, got the exact same answer from senior management as well!!
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Mon Apr 26, 2010 12:45 pm    Post subject: Reply with quote

Hi,

To your question, it is obviously clear that for FTF/FLF, the measurement would be on number of incidents fixed at the service desk. That is for one KPI.
Number of all incidents recorded (whether they are fixed at Service Desk or not) can also be measured for another KPI.
The term "it depends" would make it up to you, what measurements will suit your performance indicators.

One thing that bothers me is that why do you want to measure performance of SD agents by FTF/FLF? What if in one reporting period there is no FTF/FLF? Would it mean the agents fail and lose bonus? OMG

cheers.
Asril
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Apr 27, 2010 7:20 pm    Post subject: Reply with quote

michaelthompson wrote:
cheers guys, got the exact same answer from senior management as well!!


If your senior management don't know for what purpose you want the information, then one has to consider whether you want at all.
_________________
"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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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Tue Apr 27, 2010 9:40 pm    Post subject: Reply with quote

True

especially if one of your snr mgmt said... fish
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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