![]() 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. Change management – by date/time to compare with the change schedule.Service delivery managers – by service level agreement (SLA) status.Capacity management – by resource usage.Desktop support – by hardware or software affected.The quality of stored and newly-captured information is important to the different IT support teams, who might need different views of tickets. Whether anything has changed recently – for example, a technology refresh program, hardware upgrade, or new applications installed.Recurrence information – has this happened before?.Times and dates – when did this start happening?.Customer details, including a number to call them back on if they get cut off.Focus on capturing any customer details not already held in the IT service management (ITSM) tool and a description of the issue by asking about: ![]() Incident management is all about getting the people back up and running as quickly as possible, so make it as easy as possible to document the facts and to then get to the resolution. Make your incident data-capture forms work for you. Tip 2: Structure Your Service Desk’s Work Train your people to the best of your ability, and to the best of theirs, and set up easy-to-use scripts to aid the speed of resolution for common issues and generic types of uncommon issues. Then plan for what to do when an unexpected issue is presented, as you can’t plan for all eventualities. ![]() Tip 1: Have a PlanĪs the legendary A-Team saying goes “ I love it when a plan comes together.” Incident management is fast and furious (albeit more Rock than Vin Diesel), and service desk analysts often have mere minutes to log, categorize, prioritize, triage, and attempt to fix issues – so plan for this. Here are my seven top tips for optimally running your incident management process – what I like to think of as the seven habits of a highly-effective incident manager. It’s an IT process, or capability, that’s very visible to the organization and is so business critical that it needs a highly-organized ecosystem of people, practices, and technology to underpin it. Put simply, incident management is usually a break-fix capability, run as quickly as humanly possible to mitigate impact (or to restore services with as little adverse impact as possible). Incident management, like Maverick’s need in “Top Gun,” is often all about speed (but not always). But what are the key things that need to be considered when optimizing your incident management capability? Incident management plays a key part in the IT service management ecosystem and in keeping businesses running.
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