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: MMinaya
New Today: 66
New Yesterday: 66
Overall: 142285

People Online:
Visitors: 63
Members: 3
Total: 66 .

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 - Opening Support jobs as it comes in
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Opening Support jobs as it comes in

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
fto222
Newbie
Newbie


Joined: Apr 21, 2008
Posts: 3

PostPosted: Tue Apr 22, 2008 1:16 pm    Post subject: Opening Support jobs as it comes in Reply with quote

Hello,

I'm sorry if this has been posted before but was wondering if any one can shed some light here.

With ITIL in mind, do you open support jobs as it comes in?
As in a logger logs a job in the logging system and it stays as new until some one at the service desk opens the call.
Even if the person isn't actively working on the issue do you still open the call to acknowledge to the user that the call has been accepted?

If this is the case then how do you assess how long the task took to resolve?

I have been doing this at my work and realised that I can't work out how long the staff has been taking to resolve a lot of the issues because after acknowledging the call they come back and resolve the call with descriptions, so I have no idea how long the actual issue took to resolve.

Any ideas?

Thank you for your help in advance
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Apr 22, 2008 4:51 pm    Post subject: Reply with quote

Hi,

I'm not sure whether you are asking about elapsed time for the call or for the task.

You need to measure the time from the call is raised until it is closed satisfactorily. To do this you have to open the incident/request on receipt. That is the time the user experiences and if you have SLAs that is the time to be measured for the SLA.

If you want to know (and you do) how much work time the job costs, then your technicians must record their time to that job.

If you want to know how much time the job takes to work through the system, then you need to record start times for things like assigned or placed in queue, allocated to start work, ready for checking with user, etc.

Your service desk software should allow you to have a whole string of status types that a call will go through allowing you to break down your analysis as you want.

You also have to understand how you deal with "dead time", such as out of work hours, waiting for response from user or waiting for third party supplier.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
fto222
Newbie
Newbie


Joined: Apr 21, 2008
Posts: 3

PostPosted: Tue Apr 22, 2008 5:08 pm    Post subject: Reply with quote

Thank you,
I was after the ITIL's best practice... forgotten....

The system we use at my work are quite premitive and doesn't do a lot.
Contains a lot of info in the database but don't extract out nearly as much as we can. So...

But thank you, that's what I needed to know.

Thank you once again,
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.