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ITIL :: View topic - [b]Service desk File structure[/b]
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[b]Service desk File structure[/b]

 
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davecrisp
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Joined: Sep 08, 2009
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PostPosted: Tue Sep 08, 2009 11:16 pm    Post subject: [b]Service desk File structure[/b] Reply with quote

Has anyone derived a file directory structure for Service Desk / Customer service staff ? If so is this based around the ITIL processes ?
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SwissTony
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Joined: Feb 26, 2009
Posts: 118
Location: Geneva

PostPosted: Wed Sep 09, 2009 12:59 am    Post subject: Reply with quote

That's a really interesting question Wink , with several flaws.......

The main problem being that the Service Desk is a function & not a process. Also, why would you want to put your Service Desk / Customer service staff in a file directory? Surely sat at a desk with a phone & a pc would provide a higher effectiveness & efficiency.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Wed Sep 09, 2009 2:31 am    Post subject: Reply with quote

Well if the team is in a hierarchal structure then using a file cabinet to store the different engineers would be a good thing

Storing File cabinets on top of each other would be team building at least
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Brian1
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PostPosted: Fri Sep 18, 2009 2:31 am    Post subject: Reply with quote

even better if you can fit two per drawer Very Happy
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UKVIKING
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Location: London, UK

PostPosted: Fri Sep 18, 2009 4:08 am    Post subject: Reply with quote

you could more than that if your staff were from one of the major cities in the phllipines

after all

with manila folders you could get a lot more
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Sep 24, 2009 9:53 pm    Post subject: Re: [b]Service desk File structure[/b] Reply with quote

davecrisp wrote:
Has anyone derived a file directory structure for Service Desk / Customer service staff ? If so is this based around the ITIL processes ?


Dave,

Welcome newcomer!

Do not despair. We always answer questions like that if we are not sure what they mean (or if we are not sure that the questioner knows what they mean).

If you could sharpen up the question, you will get a different answer.

For example:

why do you want a uniform directory structure?
do you mean common areas or for each individual?
do you mean for the entire PC/server or for a portion with specific objectives?
what will be held within the structure and how will it be used?
are you looking more for efficiency or for conformity?
is the information frequently accessed or rarely?

My own personal view, oft repeated, is that it can do more harm than good to borrow this kind of template, because it is unlikely that your circumstances are sufficiently matched to be otherwise.
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