Help Desk Form Industry Standards?

[valawman]

Good morning!

Is there anything which would be considered an industry standard or best practices for form design of a help desk form?

[UKVIKING]

In the Blue Book, there is a good sample of a service desk (incident ticket)

Other than that there is no standard / best practice for forms.

there are things like style documents, recommendations

San serif fonts vice serif fonts
background contract text in the right way (black or red test on color(our)ed background. Hopefully not black on black or red on red
If the forms gets printed, in grey scale b/w printers, should print all the details

For western civ type left to right, top to bottom
key info in bold or

etc
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[mnsmith]

Hi

Usually a form will have the following fields:

Name:
Phone number:
What do you want:
When do you want it:

If you want a more detailed answer, can you clarify what the form is used for. For example, are you recording incidents or changes. In addition, have you ask what the recipients of the form require? There's no point recording the inside leg measurement of a customer if they're reporting an IT fault, unless it's a fault with an electronic tape measure.

Hope that helps

Mick
_________________
Mick Smith
Change, Configuration and Release Manager

[UrgentJensen]

Might be worth investigating the Helpdesk Institute too (HDI) as they focus on this stuff.

UJ
_________________
Did I just say that out loud?

(Beige badge)

[Diarmid]

Well I had just about composed an answer when the phone went and now I'm back Mick and John seem to have stolen my glory.

So all I will add is that it should also be consistent with the way your organization does other forms, conforming to any local standards.
_________________
"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

[valawman]

This side of the Atlantic appreciates your suggestions. Thank you!

[UKVIKING]

Forms should follow purpose
or
is it purpose follows form

One is for MS Word
the other for philosophy
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter