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 is too generic and it’s difficult to easily find trends in the data.  To try and overcome this challenge I’m pulling a report of where the escalated tickets are being assigned so we can take view the categories (even if they’re too generic) and start drilling down into the data to find improvements.  After looking through some of the escalated Incidents, I think the ITIL process we should be implementing to improve the FCR is Knowledge Management.  A large portion of the calls are either “how do I…” types of questions or the system is functioning correctly, but the user made a mistake in their work-flow.  I definitely think that other actions will need to take place to improve the FCR, such as a change in responsibilities and roles for the Service Desk.  First thing is first though, and that is implementing a Knowledge Management solution to empower the Service Desk with information they need to help the users.  At the end of the day an improvement of FCR isn’t just about proving we have a great team at the Service Desk, but it’s also about making sure our customers are happy with the service.

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Started working in IT in 1999 as a support desk analyst as a way to help pay for food during college. Studied Electrical Engineering for two years before realizing biochemistry was more fun than differential equations, and so ultimately graduated with a Biology degree in 2006. Having (reluctantly) failed at getting accepted into dental school, embraced working in IT and has gone broke becoming an ITIL Expert. Likes to jog, sing camp songs, quote Mel Brooks movie lines and make dumb jokes and loves working for an Israeli tech company where December 25th is a regular work day.