The next level of internal support for access to greater expertise with a given IT service or technology (this is known as a functional escalation).It can be to any of the following, for example: So ensure that the handover process is as easy as possible.Įscalation varies depending on the situation. With the best will in the world, no matter how amazing your service desk agents are ( are you looking at me?), you’ll always need the ability to escalate incidents. Tip 5: Make Handoffs and Escalations Seamless Have an incident priority matrix in place (either something that’s ITSM toolset based or a standalone matrix or standard set of questions) such that analysts can assign a tangible priority score rather than going down one of either the “If in doubt just select medium” or “Who is shouting loudest?” routes. Priority should be based on impact and urgency – in other words, how much pain the issue is causing and how quickly it needs to be resolved. Make sure your service desk has a way of assigning appropriate priority levels to each incident. It ultimately means that you can ensure that everyone who needs to contact the service desk can get through at a time when they really want and need to get help (or at least assurance that help is imminent). Whatever your time limit is, also consider having a shorter version for emergencies so that you have greater flexibility when you have a high volume of calls. It prevents service desk agents being too focused on first contact resolution (FCR), which does no one any favors if the customer is kept on the phone for 45 minutes just so an agent can hit their FCR target. Tip 3: Timebox Everythingĭifferent service desks will have different time limits for each call, sometimes by call type, but a typical industry limit is 10-12 minutes per call to achieve a work rate of circa 10 tickets dealt with per hour. So, make it easy for your analysts to capture the right information, at the right time, and to prevent the need for further contacts/rework later on, by building contextual prompts into your capture forms such that key information isn’t missed on the first pass.
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