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ITIL :: View topic - Hire more people in service team or order a train users
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Hire more people in service team or order a train users

 
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kkirov
Newbie
Newbie


Joined: Feb 02, 2007
Posts: 2

PostPosted: Sat Feb 03, 2007 12:44 am    Post subject: Hire more people in service team or order a train users Reply with quote

Hello.

Our team has 2 system administrators which help users.
They have lots of dummy requests.
For example user has deleted his file, and he doesn't know
about a basket. Or he(she) wants to add some panel of instruments
in World (Excel, PowerPoint).

We really don't know what to do - hire third system administrator,
or pay for some courses which impove IT skills of our users.
What are the best practises in this case?

Best Regards.
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gramsay
Newbie
Newbie


Joined: Jan 05, 2007
Posts: 16

PostPosted: Sat Feb 03, 2007 2:09 am    Post subject: Reply with quote

Ensure that the solution codes for these types of calls are easily identifiable (something like - user training required) and monitor all such calls in a given period.

From that you can get a handle on the impact (business down time & lost productivity) and also the kind of training required and who needs it.

From that you could construct some kind of cost/benefit analysis with the various options - Do nothing, invest in training, recruit staff.
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dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Sat Feb 03, 2007 11:03 am    Post subject: Re: Hire more people in service team or order a train users Reply with quote

kkirov wrote:
Hello.

Our team has 2 system administrators which help users.
They have lots of dummy requests.
For example user has deleted his file, and he doesn't know
about a basket. Or he(she) wants to add some panel of instruments
in World (Excel, PowerPoint).

We really don't know what to do - hire third system administrator,
or pay for some courses which impove IT skills of our users.
What are the best practises in this case?

Best Regards.


Actually what Best Practices says is that you shouldn't be addressing the issue in the Service Desk or Incident Management process at all. What you have are a set of Incidents with similar symptoms for which the Root Cause is unknown. In other words, you have a Problem. Best Practices says that people fulfilling the role of the Problem Management process should look at the Incidents and determine the Root Cause, of which there could be several. If they come up with multiple solutions to the Problem, then they should write up multiple Requests for Change.

It is then up to people performing the activities of Change Management to assess the Requests for Change on three different levels - Technical Merit, Financial Merit, and Business Merit. From the meeting of these different (and sometimes conflicting) view points, one of the Requests for Change could be selected for implementation.

The reason Best Practices says you should go through the Problem Management process is because without sufficient Root Cause analysis, you could be mis-diagnosing the cause of these Incidents.

The reason Best Practices says that the resolution to the Problem needs to be assessed by Change Management is because this is where the Business, Financial, and Technical aspects are weighed. It's possible that one solution is very cost effective (good Financial assessment) but an unacceptable solution to the Business (bad Business assessment). Etc. Etc.

I hope that gives you a Best Practice perspective.

Don
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ARoll
Senior Itiler


Joined: Apr 10, 2006
Posts: 86
Location: Boise Idaho

PostPosted: Tue Feb 06, 2007 3:10 am    Post subject: Self-Help Reply with quote

One option which can be a low cost solution is the availability of a self help online. For these common pragmatic items create a series of knoweldge documents which walk the users through the steps. If by not being able to resolve through those steps from there can have a ticket go to your admins. This also will narrow down the number of steps your admin would have to go through to narrow down the actual issue and result in quicker times to resolution.
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kkirov
Newbie
Newbie


Joined: Feb 02, 2007
Posts: 2

PostPosted: Tue Feb 06, 2007 7:32 pm    Post subject: Reply with quote

Thank you all for your answers!
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