Posted: Wed Jan 04, 2012 9:39 pm Post subject: Defining personal equipment as facilities?
Hi, My Company delivers 1.st line support to a larger company. We deliver support within IT, but also HR, Facility Management etc. All areas have been implemented according to ITIL/service management.
We are currently struggling with high IT volumes and low resolution rate at first line. Hardware issues, where you would need a technician on-site, are one area which produce high volume with low resolution at 1.line. (On-site technicians considered to be 2.line).
I’m trying to think out of the box when it comes to resolution rates and volumes. Do you have any comments to defining personal equipment like pc and monitor as facilities, and by doing so be able to move the volume, and the none-resolvable cases to an area without the same strict targets?
Joined: Mar 04, 2008 Posts: 1893 Location: Helensburgh
Posted: Wed Jan 04, 2012 10:44 pm Post subject:
Changing the name of something does not improve it. In this case your service is not improved.
That is what politicians and bankers do.
You should be thinking in the box. If low first line resolution rates are all that can be achieved given your support model and (presumably) your charges to the customer, then that is what you should have.
The first line clearance rate need only be measured against those things that it is possible/practical for first line to clear. Then you can have high targets. I have never understood why people obsess over high clearance rates in the abstract. _________________ "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
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