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 […]
Browsing Posts in Lessons Learned
I just read the IT Skeptic’s post about how APGM is raising the limit of students for an ITIL v3 intermediate course from 12 to 18. The IT Skeptic makes a very good argument in his blog about how this is degrading ITIL standards and will only hurt the industry (http://www.itskeptic.org/apmg-further-degrade-standards-itil-v3-certificati). I couldn’t agree with […]
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