Joined: May 27, 2005 Posts: 79 Location: Madrid-Spain
Posted: Tue Aug 31, 2010 11:40 pm Post subject: How to deal with non-related calls received by the SD?
I've been through ITIL Service Operation book, trying to find out what should be done with non-related calls to our Service Desk and haven't found anything.
Should they be registered by the Service Desk?
Even though they are non-related they are time consuming, any ideas?
Any help will be welcome
Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Thu Sep 02, 2010 11:18 pm Post subject:
If you do not record them, you cannot investigate why they are occuring or from whom they come. So if you wanted to reduce the number (since they are essentially "nuisance" calls, you would lack the data - even the frequency, which would be the measure of success in reducing them. _________________ "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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