The problem with allowing the service desk staff to check the box is that they tend to inflate their metrics. Every single call that the service desk takes tends to get checked FCR, whether they resolve it when they answer the phone or it remains opened and gets passed around 6 groups over the next month.
Of course training the help desk staff is a requirement, but how many organizations take the time to do that? Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM & ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 [email protected]<mailto:[email protected]> http://its.state.nc.us<http://its.state.nc.us/> E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Tommy Morris Sent: Tuesday, August 09, 2011 9:50 AM To: [email protected] Subject: Re: First Call Resolution ** At my former place of employment we added a field called FCR and had the HelpDesk agents check it if it was closed on initial contact. If the ticket was forwarded to another group then workflow set the field to NULL and disabled it. Of course this would be difficult to manage if the HelpDesk was very large. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Lee Cullom Sent: Tuesday, August 09, 2011 8:45 AM To: [email protected] Subject: Re: First Call Resolution ** The oldest topic in the ITSM world… FCR measurement! We have a solution that sounds similar to what Pavan came up with… It required us to join several views. And, this is the ITSM 7.X way, it would be different for custom Remedy shops, but the principles are the same. We leverage a little known capability (and typically an un-configured foundation element in Remedy) – Support Group Role. Remember that? This helps us keep the metric external (basically objective, but for a full definition see our blog at http://www.northcraftanalytics.com/blog - “What makes a good ITSM metric?” Basically, it works like this: - CTM Support Group – Find the Support Group Role, make sure this is configured (It only requires a modify all) - HPD: Help Desk – Incident Number, Description, etc… - Assignment log – Check to see if the Incident left the Individual where the incident was initiated - Business Time – To ensure that you’re talking about business minutes for those times where an Incident was submitted at 4:58 PM and closing time is at 5. - DST – We decided to go ahead and calculate this one outside of Remedy due to the flux. This particular set of joins in our cube also allows us to find bottlenecks in the assignment process… and metrics like “Average time for 2nd Level to Respond” These principles can also be leveraged for other process areas that have similar bottleneck potential. Lee Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM 678-438-7244 | [email protected] [Description: Description: http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]<http://www.linkedin.com/in/leecullom>[Description: Description: http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]<http://twitter.com/#!/NorthcraftIT> http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/> Click on “View Demo” to see the product in action From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Kelly Deaver Sent: Monday, August 08, 2011 7:38 PM To: [email protected] Subject: Re: First Call Resolution ** Our service desk has a rule that they don't submit the ticket until they are hanging up. So, the ticket is either resolved at submit or assigned to someone for follow up. This allows us to use status history to determine first call resolution - If StatusHistory.Assigned = Null And StatusHistory.Cancelled = Null And Submitter = Assignee And Status = Closed Kelly Deaver L-3 Stratis / FAA Contractor [email protected]<mailto:[email protected]> (ARSlist mail) [email protected]<mailto:[email protected]> (Business mail) -------- Original Message -------- Subject: Re: First Call Resolution From: Pavan <[email protected]<mailto:[email protected]>> Date: Wed, August 03, 2011 10:34 am To: [email protected]<mailto:[email protected]> We had to automate this process to avoid any manual decision making as it violates the actual rules if someone manually fills the information in a field. If the Case is created by person A and it was never assigned to anyone else or to any other group and the ticket was resolved within the 30 mins time frame. Again every company uses different logic but that is how we are doing internally over here. Thanks Pavan _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> attend wwrug11 www.wwrug.com<http://www.wwrug.com> ARSList: "Where the Answers Are" _attend WWRUG11 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
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