FTR definiton

[martin_d]

Is there an ITIL definiton of FTR , (First Time Resolution)

[mcardinal]

The closest I could find is on page 88 of Service Support (Blue Book)

-->percentage of Incidents closed by the Service Desk without reference to other levels of support

Not sure this is what you were seeking.

Michael

[Gabrielle]

I have heard this called a number of different things. I prefer the term point-of-call resolution. To me, it is much more definitive. It is the percentage of calls resolved while on the first call with the User. It would be indicated by the incident ticket being opened and closed in the same motion. There is no follow up required because the probelm was resolved while on the phone with the user and the user has confirmed their satisfaction at the same time.

[blamblam]

[shajij@gmail.com]

Below is something I picked up from the Service Support Book.

Better first-time fix rate at the Service Desk. Problem Management enables a better first time fix rate of Incidents at the Service Desk, achieved via the capture, retention and availability of Incident resolution and Work-around data within a knowledge database available to the Service Desk at call logging.


Hope this is what you are looking for.

[tolman101]

FTR

What exactly should a Service Desk be measuring with regard to resolutions? The reason I ask is because at my organisation we have been using the term 'helpdesk fix rate'. Doesn't sound very ITIL but it is serving our purposes I guess. It lets us know what percentage of incidents are solved by the SD.

At our Service Desk there are two ways in 1) Telephone and 2) Email

We want to know what the percentage fix is for both, and then the overall %. But perhaps email is not considered First Time Resolution as it usually requires a call back to the end user/customer.

So I have two questions really...

Is FTR just telephone? and

Does anyone have any suggestions as to how you can reduce the email volume in favor of a telephone call to increase FTR?

thanks, Matt

[Leif]