Incident Logging In Service Desk

[nisarg]

Hi,

I am managing a Service Desk and have few doubts regarding logging Incidents.
I am not sure how many TTs to be loggedwhen diffrent issues are reported in same call. Will it be CI based or affected end user based. or ..

Scenario1> One user calls and wants to unlock two User ids for two differnt people

Scenario 2> Team lead calls and wants to install 4 softwares in 5 Pcs

etc etc.

Can you share the best practices in the industry regarding this

[Diarmid]

Read the other thread on this exact topic.

As far as I'm concerned this is not susceptible to specific "industry best practice" for the simple reason that it entirely depends on the level of granularity it is practical to mange in your specific circumstances.

Or to put it simply: do what works best.

By the way, why is installing software an incident? It sounds more like a change to me.
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"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

[viv121]

Software push indeed is a change and not an incidents. Infact ulocking IDs are also considered change in certain circumstances. Read password reset related topics.

Diarmid, the question looks more related like whether an incident should be a CI based or a user based. I would like to guess that the organizations should be able to develop the level of granularility to manage CI related incidents. If the industry has to define a best practice, should it be saying 'get as granular as you can' rather than 'do what you can'

[Diarmid]