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ITIL :: View topic - Service Request Question - How Many Calls should be logged?
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Service Request Question - How Many Calls should be logged?

 
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bocca
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Joined: Nov 25, 2010
Posts: 1

PostPosted: Fri Nov 26, 2010 1:22 am    Post subject: Service Request Question - How Many Calls should be logged? Reply with quote

On our Helpdesk the call loggers are responsible for adding customers to the relevant Active Directory Security Group and our desktop team install the software required.

Therefore if a customer requires access to Office Communicator, 2 calls are logged. 1 for the helpdesk to amend the Active Directory Account, 2nd for the desktop team to install the software & set it up for the customer. This ensures that both teams work is reflected in our stats.

Should calls logged be based on the customers request, NOT the work needed to be done by IT?
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Nov 26, 2010 3:24 am    Post subject: Reply with quote

Why use confusing terminology? There was only one call. There were two work requests, one explicit and the other implicit.

If you describe each as a call then you will distort your stats on the number of times people have contacted the service desk and that will lead to confusion about call servicing.
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