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ITIL :: View topic - Helpdesk resolution
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Helpdesk resolution

 
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admssm
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Joined: Mar 08, 2013
Posts: 8

PostPosted: Mon Apr 29, 2013 8:54 pm    Post subject: Helpdesk resolution Reply with quote

Hello,

im having a hard time bringing our local Helpdesk system up to standards. Among other stuff, i cant get our local techs to write resolutions into tickets- simple laziness or not understanding the concept of purpose. Can you please let me know how should i "motivate" them, to get them into custom of writing resolutions..?

Thank you.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Mon Apr 29, 2013 9:23 pm    Post subject: Reply with quote

Fire them
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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admssm
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PostPosted: Mon Apr 29, 2013 9:32 pm    Post subject: Reply with quote

i was looking for rather less violent way of motivation.. Smile
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Tue Apr 30, 2013 3:30 pm    Post subject: Reply with quote

what is violent about firing .. ie removing them from their job

I beleive there is already a thread about motivation
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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admssm
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PostPosted: Tue Apr 30, 2013 3:55 pm    Post subject: Reply with quote

Im looking for more constructive way.. firing people is the extreme case. I would have to hire a new kid, train him, coach him, bring him up to speed.. in the end, it would not have the same effect then somehow motivate a person, who has a great knowledge about our infrastructure and application portfolio. Dont you think..?

I looking for a way how to increase an awareness of importance following the Helpdesk SOP. Can you help me with that one..?

Thx
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Tue Apr 30, 2013 5:34 pm    Post subject: Reply with quote

Well.. if firing is a LAST resort.....sigh

Get senior mgmt buyin on the SOP
Once done, do a training session with all staff stating that the SOP is to be followed
Indicate as per senior mgmt.. job impact - raises, good evaluations etc
Give a month or so for the teams to adjust their work habits
Then start auditing the tickets
you could do it yourself or write a reverse SOP guide as to what should be in the ticket - each type - system, network etc
Then do a hand ful in the second or third month
re-convene meeting and show good bad and marginal tickets
then assign one person a week per team whose sole job is to audit / police the tickets for that week (or previous).
rotate that assignment to all of the team members

carrots - training courses for those whose tickets are consistantly well
stick - firing, raises, good eval
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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KenLuo
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Joined: Nov 03, 2012
Posts: 55
Location: Singapore

PostPosted: Tue May 14, 2013 1:23 pm    Post subject: Reply with quote

1) full support from your management level to you.
2) conduct the training with your team again if it's already done before.
3) share with them the benefit and the negative impact on if they don't follow the process, e.g. low performance rate at the end of the year.
4) do audit on a daily basis for the first 6 months and then weekly for the next 6 months.
5) expose those who always offend the processes and rules and give them warning.
6) move them out of the team if they refuse to follow.
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Luo, Tian-Hong (Ken)
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shivaa
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Joined: May 16, 2013
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PostPosted: Thu May 16, 2013 4:23 pm    Post subject: Reply with quote

Here is some thing that you can do..

Add a additional field "Solutions" or "resolution" in your ticketing system . The ticket cannot be closed without entering the steps taken to resolve. If might say, what if they scribble irrelevant. Here an coutinous audit of the tickets is reqiored and there can be a metric defined in the score card for the same.
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