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The Itil Community Forum: Forums
ITIL :: View topic - End Users logging calls directly
Posted: Thu Jul 13, 2006 9:35 pm Post subject: End Users logging calls directly
Hi, I'm presently managing a European Service Desk implementation.
One of the project objectives is to improve service for end-users and reduce unnecessary telephone interruptions for support personnel by implementing a self-service strategy to allow end users to register/update their own calls and check on progress via their web browser.
Just wondering if anyone has been through a similiar exercise recently and would be prepared to share some of the lessons learnt, ie what to avoid, potential issues, things that went well etc.
Joined: Jun 29, 2006 Posts: 3 Location: Columbus, Ohio
Posted: Fri Jul 14, 2006 3:21 pm Post subject: Self Service
GeorgeX,
We implemented our Self Service page a couple of years ago, it has definetly made a positive impact on the Service Desk. Our call volume initially dropped, and customer satsifaction went up. We started out by putting just a ticket and status page up, but you don't want to stop there. Tie this in with other tools that make you users life easier, self help pages, FAQs etc... will add percieved value and encourage use. As we began to give more value to the users, they used us more and in the long run call volume went up. What we found was that most of the work in the organization was going on with out a ticket, as we gave the user an easy way to work with us, we gained credibility and became the "go to" place to get things done!
Ray Valentine _________________ Raymond Valentine
VP IS Support
IRMC
614-865-2942
rvalentine@irmc.com
For the IT staff, point out that if management start looking at resourcing the IT operation based on the number of tickets and time spent logged through the system, etc. they may come to the conclusion that they are overstaffed. In which case the staff are potentially doing themselves out of a job by refusing to log calls. That approach can be quite effective in terms of the IT staff.
You will also want to target your users. Get them to understand that if they bypass the help desk they:
- are queue jumping which isn't fair to others,
- do not have any traceability, e.g. if someone in it does something for them on the quiet, then a problem arises -the help desk have no record of what work was done. This isn't in anyone's interests.
- do not have any accountability, e.g. they can't use an escalation procedure with someone from IT who has agreed to do something for them whilst passing in the corridor
Other things you can do:
- remove the direct line numbers of your it staff from the phone book - just use the central help desk number.
- If someone tries bypassing IT, get the techie to sit down at their desk and log the call for them then say, there you go, it's in the queue. Make it clear that there is a process to be followed - don't play favourites.
- Ensure techies understand that they should not do work for users without a call being logged. If they keep to this, the users will soon get the message.
- Have a stock reply for e-mails sent directly to techies. Point out that if the techie is off sick or holiday then the request wouldn't even get looked at for potentially ages. The user will soon start contacting the Help Desk to ensure the job is logged.
Where there is a genuinely urgent incident/request, do the work and log the call afterwards - as long as it is captured.
Those are some of the techniques we've used in the past and I think one of the things the users like most is the accountability. I hope that helps you in some way. Good luck!
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