On Friday I had the privilege to take part in a vendor’s local user group forum (ah heck, I won’t be vendor neutral and just tell you it was with Service-Now.com). Service-Now showed that their next release will include a specific time management module. This is a concept that’s not new to me, especially since […]
Browsing Posts in Ideas for ITIL
Today I was reading the usual technical blogs and tweets and as always there’s at least one new “ville” game that someone is developing. Whenever I read about these new ventures there’s always a specific point to the game, such as teaching people to be more energy conscious or to think about the impact of […]
Right now my manager is working on improving the first call resolution (FCR) rate for our Service Desk. A very critical part of this improvement is to understand the types of calls that the Service Desk is taking and determining what’s being escalated and why. Here’s the problem though; the category list that we use […]
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