Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: AQom
New Today: 3
New Yesterday: 55
Overall: 148125

People Online:
Visitors: 51
Members: 0
Total: 51

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - User calls for status
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

User calls for status

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
cdugas
Newbie
Newbie


Joined: Jan 31, 2007
Posts: 9

PostPosted: Sun Feb 18, 2007 11:03 am    Post subject: User calls for status Reply with quote

We have a policy that all calls to the Service Desk must be logged in the ticket tracking tool. When a user calls to ask what is the status of their incident or service request, we currently log that call as a service request (status update), also we make a note in the original ticket to document that the user has called for a status report.

This seems like double work. Isn't there a better way to track these calls, without creating a new ticket?
Back to top
View user's profile
Ziad
Senior Itiler


Joined: Sep 27, 2006
Posts: 91

PostPosted: Sun Feb 18, 2007 6:04 pm    Post subject: Reply with quote

Well it seems more logical to create a field for each incident that will be used to track the users' requests for update. I assume the number of status requests originated by the end users is used as a KPI in your case, and your Service Desk is accountable for keeping the end user updated.

Regards,

Z!
Back to top
View user's profile Send e-mail
itilimp
Senior Itiler


Joined: Jan 20, 2006
Posts: 172
Location: England

PostPosted: Mon Feb 19, 2007 1:02 am    Post subject: Reply with quote

In our environment if the end user is enquiring about an open incident we look up the reference for that incident and add a note to it accordingly detailing what feedback has been given.

To me it makes no sense to log a separate request for a status update as it isn't a genuine service request. It's a 'I raised this incident and as noone has communicated back to me about the status, I need to chase and find out for myself'.

As Ziad said, you could then report on the status update requests against incidents to use as an indicator of how well your service desk is communicating with end users.
Back to top
View user's profile Visit poster's website
cdugas
Newbie
Newbie


Joined: Jan 31, 2007
Posts: 9

PostPosted: Mon Feb 19, 2007 5:04 am    Post subject: Thanks! Reply with quote

Thanks for you advice. Good points.
Yes, we are tracking the status update requests, that's why we're logging them as new tickets. But, I agree, it doesn't make sense. We just need a way to count them in the total number user contacts, without creating a new ticket. And, it makes sense to link these requests to the incident in question, so that we can determine whether there is a problem with a particular individual or group's user communication.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.