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ITIL :: View topic - Data Scrubbing Human Error
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Data Scrubbing Human Error

 
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screwtape
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Joined: May 16, 2007
Posts: 1

PostPosted: Wed May 16, 2007 11:34 pm    Post subject: Data Scrubbing Human Error Reply with quote

Our Service Desk is reponsible for a number of Service Level Metrics including Account Creations and Account Terminations whereas we are required to complete 90% of Creations/Teminations in 15 minutes (for example). Our problem is that human error (i.e. analyst selecting AM timestamp instead of PM) is resulting in a handful of requests that appear to have been breached which can result in a missed monthly Service Level.

Question is, what does ITIL and Service Desk best practice recommend concerning correcting these anomalies? Is it appropriate to modify timestamp information in these instances as long as there is defined approval process or should human error remain in Service Levels?

Any assistance or direction is appreciated.
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jpgilles
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Joined: Mar 29, 2007
Posts: 123
Location: FRance

PostPosted: Sat May 19, 2007 6:42 pm    Post subject: Reply with quote

well, to me, the best solution would be to have all time stamps automatically generated , at all steps of the process
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Ziad
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Joined: Sep 27, 2006
Posts: 91

PostPosted: Sun May 20, 2007 4:56 pm    Post subject: Reply with quote

Honestly, if such an error is being repeated frequently I would say that your Service Desk is understaffed and overloaded. In case I'm right, you may need to look into this direction.

Regards,
Z!
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Nikhil
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Joined: Mar 21, 2006
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Location: India

PostPosted: Tue May 22, 2007 9:29 pm    Post subject: Automated time stamps Reply with quote

Hi,

I agree with jpgilles as well. Make use of the systems available and provide an automated solution. More the automation, lesser the Human Error .. and also More the Automation.. quicker the resolution Smile
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Nikhil Kulkarni.
Application Analyst
cMango.. The Services Management Company

The taste of low quality lingers long after the satisfaction of low price.
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Guerino1
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Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Wed May 30, 2007 12:48 pm    Post subject: Reply with quote

Hello ScrewTape,

As far as I know, ITIL has no position on the correcting of such data. The idea is to get it right and keep it right. While the preferred method is to get it right, up front, so as not to have to go back and correct things, there are no rules for or against going back to clean things up. It is expected that someone scanning the Incident landscape for trends and patterns will help ensure that the data is being kept up to date so as to not throw off such information. Unfortunately, no matter how rigorous your processes are, there will always be some manual error. This is one of the reasons to try and reduce manual intervention, wherever possibly.

Anyhow, I hope this helps.

My Best,

Frank Guerino, CEO
TraverseIT
On-Demand ITIL
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