Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: ameqiso
New Today: 12
New Yesterday: 34
Overall: 231584

People Online:
Visitors: 136
Members: 0
Total: 136



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

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.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - VIP Status
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

VIP Status

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

Joined: Jan 12, 2009
Posts: 18

PostPosted: Wed May 06, 2009 10:03 pm    Post subject: VIP Status Reply with quote

I've read several articles on VIP Status, and we are debating about whether VIP Status SHOULD OR COULD be within impact, or urgency or as part of the service level response.

I read the Service Operation book, but didn't find where it would land or that it could be considered.

Your insight would be greatly appreciated.
Back to top
View user's profile
Senior Itiler

Joined: Dec 18, 2008
Posts: 70

PostPosted: Wed May 06, 2009 10:11 pm    Post subject: Reply with quote

Ouch, I hoped I would never get in touch with this topic again in my life (some hard lessons ..)

My2c: Ask your customer (aka the VIP). Let them decide. I've few goood experience with VIP but I tried this approach once and it was their decision. Nevertheless, this is very political; good luck.
Michael B.

"I can't say it'll be better if it changes, but I can say it has to change to be good"
G.C. Lichtenberg (1742 - 1799)
Back to top
View user's profile

Joined: Jun 18, 2009
Posts: 18

PostPosted: Fri Jun 19, 2009 6:04 am    Post subject: Reply with quote

I recently had to deal with us. The Management team wanted a dedicated VIP Service desk agent, so they would have direct access to a single VIP skilled resource.

HELP!!! I screamed from the top of the 5th floor, that goes against the objective of the entire service model I am building for our IT department!

Anyway with some tactical discussion (with managers that think IT is just fixing things with plugs on), we managed to agree to raise the urgency of VIP calls and provide a higher level SLA which was tricky because they are using items like Blackberry handhelds which we normally don't rush to fix in an hour.

The result - We now Tag calls as VIP in our service desk and assign a higher SLA, despite the incident impacting only 1 person.

However it helped to justify increasing the size of the service team to cover the additional speed of response needed! So cloud - silver etc.
Robin Fitton.
Back to top
View user's profile Send e-mail Visit poster's website
Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Mon Jun 22, 2009 7:33 pm    Post subject: Re: VIP Status Reply with quote

dchell wrote:
we are debating about whether VIP Status SHOULD OR COULD be within impact, or urgency or as part of the service level response.

The key question for me is; who is debating?

You need to be in discussion with the customer over this, not simply having an internal IT debate.

You need to paint scenarios to the customer that illustrate the risks of committing resources to relatively minor activities if VIP status is just a blanket coverage.

The genuine point about VIP status should be that top management cost a lot and at the level of IT service delivery you cannot confidently identify when some "minor" fix is vital to them. They have to tell you.

Probably the best way is for them to be able to invoke status when something is important to them. If they abuse it then they will be costing the organization, but that is true of everything they have the power to do. so is not IT's problem.

The only way to set up a viable system is to talk to them first.
"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
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

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.