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ITIL :: View topic - Some dissection into FCR
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Some dissection into FCR

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Joined: Jan 21, 2007
Posts: 20

PostPosted: Tue Jun 16, 2009 5:04 am    Post subject: Some dissection into FCR Reply with quote

Wanted to know; "Do other service desks include the total volume of reports and requests in their FCR calculation?"
Is it only those call types that are deemed as "resolvable" by the service desk (SPOC/Tier 1).
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Posts: 1894
Location: Helensburgh

PostPosted: Tue Jun 16, 2009 6:14 pm    Post subject: Reply with quote

I see strong value in both measures, especially if you can confidently form a judgement as to what calls are amenable to first contact resolution.

The numbers of "resolvable" calls not actually resolved there and then, is an indicator of one or more of:
- lack of training
- inadequate knowledge database-
-under resourcing (perhaps at peak periods)
- under skilling
- poor morale
- more?
Additionally, a breakdown of these calls may show an area where the calls are only sometimes amenable to first call resolution and thus suggest either a reclassification of an improvement project.

The proportion of "unresolvable" calls is an indicator of the capability of your service desk against the complexity of your service provision. A breakdown of such calls may indicate areas where it might be worth pursuing methods of achieving first time resolution by means of an improvement project.

Two obvious targets spring to mind:
- to increase the proportion of "resolvable" calls actually resolved first time
- to increase the capability of the service desk as to the range of calls it can resolve first time

These are better than the problematic objective of increasing the proportion of calls resolved first time as this is bounded by more complex factors. Achieving these objectives may well lead to an increased proportion, but it is not guaranteed.
"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
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