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Posted: Wed May 16, 2007 11:34 pm Post subject: Data Scrubbing Human Error
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?
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.
Posted: Tue May 22, 2007 9:29 pm Post subject: Automated time stamps
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 _________________ Regards,
Nikhil Kulkarni.
Application Analyst
cMango.. The Services Management Company
The taste of low quality lingers long after the satisfaction of low price.
Joined: Jan 01, 2006 Posts: 500 Location: New Jersey
Posted: Wed May 30, 2007 12:48 pm Post subject:
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.
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