Posted: Thu May 10, 2007 4:55 pm Post subject: HD and CS
A large company has currently two points of contacts to the user/customers: HD (Help Desk) and CS (Customer Support). Each has some specific tasks. However, there are some conflicts between both and no clear ownership of incidents since each of them may forwrd some types of incidents to the other. They have then another line of support which has the expertise and more professional ppl.
I want to reconfigure the whole thing according to ITIL. I want to have a single point of contact. Merging both may not possible, shifting one of them to be in the SD and keeping the other to be in the 2nd line is also not flexible.
Posted: Thu May 10, 2007 7:36 pm Post subject: Re: HD and CS
I want to have a single point of contact. Merging both may not possible, shifting one of them to be in the SD and keeping the other to be in the 2nd line is also not flexible.
I can hardly find a solution I you can't merge them nor reorganize for one to become second line support.....
My take would be:
* One single point of contact at the SD , with people that should be trained on biz activities and tools (some may be surprised , but -to me- these skills are more important than the technical ones at first level of support) so they can provide
a) help with using the biz tools
b) good analysis of type and priority of incidents
c) appropriate routing/allocation of the incident
* functionnal support at level 2 like technical support: the SD being in charge of routing, following, re-allocating and escalating if needed.
Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Fri May 11, 2007 10:18 am Post subject: Re: HD and CS
To follow the guidance of the ITIL framework requires that End Users requesting help and assistance have one point of contact. One phone number, one email address, one fax number. Anything else is straying from Best Practices.
The issues you are encountering are the very reasons that ITIL was developed. Organizations tried splitting out the "Call this number if you are having issues with the sales application, and call this number if you are having issues with etc, etc" and found that it leads to issues of ownership on the part of IT and confusion on the part of the users.
That one point of contact may be a single number that prompts the user to press 1 if the issue is related to a broken device or 2 if your account is locked. But to the user's perspective, there must only be one point of entry for accessing the break fix (Incident) or guidance (Service Request) aspects of IT. You might still have issues of ownership within IT, but it would probably help lessen the confusion on the part of the user.
Even in the above situation, there still needs to be one email address or fax number for the users to contact. The group that controls that email address or fax number becomes the de facto Single Point of Contact.
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