Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: HAWYE
New Today: 17
New Yesterday: 49
Overall: 148360

People Online:
Visitors: 72
Members: 0
Total: 72

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - How to deal with non-related calls received by the SD?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

How to deal with non-related calls received by the SD?

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
javierarcal
Senior Itiler


Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain

PostPosted: Tue Aug 31, 2010 11:40 pm    Post subject: How to deal with non-related calls received by the SD? Reply with quote

Hi all,

I've been through ITIL Service Operation book, trying to find out what should be done with non-related calls to our Service Desk and haven't found anything.
Should they be registered by the Service Desk?
Even though they are non-related they are time consuming, any ideas?
Any help will be welcome

Kind Regards

Javier G. Arcal
Back to top
View user's profile Send e-mail
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Tue Aug 31, 2010 11:45 pm    Post subject: Reply with quote

What do you mean by Non relating

Are they obscene calls
Orders for food ?


What you do with them depends on the underlying ticket system

Does it support - other - or info - for calls etc
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Sep 02, 2010 11:18 pm    Post subject: Reply with quote

If you do not record them, you cannot investigate why they are occuring or from whom they come. So if you wanted to reduce the number (since they are essentially "nuisance" calls, you would lack the data - even the frequency, which would be the measure of success in reducing them.
_________________
"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
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.