Entitlement / Verification Process Best Practice Brainstorm

[tmack]

We have are trying to standardize the process where the Service Desk agent will verify certain information up front to determine if the caller is in fact who they say they are and are entitled to what level of service. I was wondering what everybody else out there is doing and if there is a Best Practice recommendation regarding this.

[UKVIKING]

tmack

when i ran a service desk, the name, email address and phone number were used as security questions

in addition, we requested to they send an email (unless their emailwas the reason for the call)

as to B P ? hmmmm
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[MBU]

A good CSO would have a good (means good for the unique situation of your business) policy ...
SSO to a dedicated website where you get a code which was created for the caller was a very restrictive solution I've seen.

[gramsay]

Depending on your organisation it may be that you can have all your expected users already in your helpdesk tool, perhaps as an import from Active Directory or the like. It may be your customers have a service entitlement card with a reference number, or a warranty agreement they can quote. What about a receipt number if appropriate?