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From : Communities>>Ask Your NetworkHi Jeremiah, The answer, for us, is that we rarely re-open a closed incident. However, we do occasionally (~%1.25% of the time) re-open an incident in "Resolved" status. Let's back up a minute... When the help desk has completed their work on an incident, they will place the incident in a "Resolved" status and our internal customer receives an e-mail letting them know this as well as a summary of action taken. Our internal customer has 72 hours to determine if the incident truly is resolved to [More]
From : Communities>>Ask Your NetworkGreetings, I work for a local government and our service center is performing a self evaluation for the HDI Support Center certification. With it, we're coming up with questions we don't have the answers to. One of the measurements is the reopening of tickets (Incidents and Service Requests). It calls for the measurement of how many tickets are reopened, and recommends having a procedure in place for the reopening of tickets. Currently, we do not have a documented procedure for reopening tickets, [More]
From : Communities>>Ask Your NetworkWe are implementing SharePoint 2016 for the Enterprise. We plan on using out of the box access requests for the team sites and the site owners will receive the requests to grant or deny access. Are there any lessons learned with this approach that anyone can share especially as it relates to Service Desk readiness? What would you do differently? ------------------------------ Kelly Seymour Sr Manager, IT Customer Services Blue Shield of CA El Dorado Hills CA ------------------------------
The OLA is a document/contract you can leverage to help make substantial improvements with the escalation/us-versus-them sort of challenges. The ITIL definition of an OLA is “an agreement between an IT service provider and another part of the same organization. An OLA supports the IT service provider’s delivery of IT services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties.”
Continual Service Improvement is really a mind-set. CSI recognizes that you can—and you have a responsibility to—get better. Therefore, Continual Service Improvement isn’t a lifecycle stage but, rather, something you do during all stages of the service lifecycle.
A great deal of desktop support’s work has shifted. Rather than moving around an office or college campus providing in-place fixes, desktop support has taken on a good deal of work from other areas. We need to be aware that as the work itself changes, the metrics may be representing different things.