I will try to look up the actual wording of the bill later, but this line concerns me. My current employer has a good definition of an emergency. The one time they have called off hours in three...
I will try to look up the actual wording of the bill later, but this line concerns me.
Exceptions would exist for emergencies.
My current employer has a good definition of an emergency. The one time they have called off hours in three years was when we got hit by ransomware.
One of my previous employers would define an emergency as any time a user entered a high priority ticket (as defined by the user) so there were texts/calls/slack messages for things like the wireless not working on a random laptop or batteries being dead in a mouse.
Tangentially related but user-set priorities should just be flat out disabled by any respectable ITSM tool in my opinion. It's less than worthless. Less than, because it's outright detrimental to...
Tangentially related but user-set priorities should just be flat out disabled by any respectable ITSM tool in my opinion. It's less than worthless. Less than, because it's outright detrimental to the health of any ticket queue.
I've always thought that supervisors should be responsible for setting priorities over a certain point and charge backs should be associated with IT requests. If I were running a help desk in a...
I've always thought that supervisors should be responsible for setting priorities over a certain point and charge backs should be associated with IT requests. If I were running a help desk in a manager capacity, I'd come to monthly meetings showing financial representations of what each department is costing from a support perspective and then I'd break it down by cost to support each department by employee count. So for example if accounting had like 10 employees and operations had like 100 employees, but accounting submitted more tickets with higher priorities, I could show like... An accounting employee costs $160.00 a month to support whereas an operation employee costs $75.00 a month to support. In this scenario, cost of support is simply a man hour representation of a help desk employee. The higher the number/value could be equated to the type of support or simply the number and priority of support request filed.
I mean yeah of course! You're on the right track there. Calculating cost and cost per ticket is usually part of the ITSM tool as well for a good reason. It's remarkably difficult to get an...
I mean yeah of course! You're on the right track there. Calculating cost and cost per ticket is usually part of the ITSM tool as well for a good reason.
It's remarkably difficult to get an accurate assessment of cost though. How much does it cost when a ticket bounces three times between different resolver groups?
Depending on the health of your ticket queue you're probably better off starting with some easier to reach metrics/KPI's like MTTR, FCR, and hop reduction.
I would say that calculating cost is part of the design process of the entire ITSM flow but people tend to disagree with me -mostly the platform owners doing the designing actually- though I think it's an effective method to see where priority issues come from and what departments are high rollers.
I will try to look up the actual wording of the bill later, but this line concerns me.
My current employer has a good definition of an emergency. The one time they have called off hours in three years was when we got hit by ransomware.
One of my previous employers would define an emergency as any time a user entered a high priority ticket (as defined by the user) so there were texts/calls/slack messages for things like the wireless not working on a random laptop or batteries being dead in a mouse.
Tangentially related but user-set priorities should just be flat out disabled by any respectable ITSM tool in my opinion. It's less than worthless. Less than, because it's outright detrimental to the health of any ticket queue.
I've always thought that supervisors should be responsible for setting priorities over a certain point and charge backs should be associated with IT requests. If I were running a help desk in a manager capacity, I'd come to monthly meetings showing financial representations of what each department is costing from a support perspective and then I'd break it down by cost to support each department by employee count. So for example if accounting had like 10 employees and operations had like 100 employees, but accounting submitted more tickets with higher priorities, I could show like... An accounting employee costs $160.00 a month to support whereas an operation employee costs $75.00 a month to support. In this scenario, cost of support is simply a man hour representation of a help desk employee. The higher the number/value could be equated to the type of support or simply the number and priority of support request filed.
I mean yeah of course! You're on the right track there. Calculating cost and cost per ticket is usually part of the ITSM tool as well for a good reason.
It's remarkably difficult to get an accurate assessment of cost though. How much does it cost when a ticket bounces three times between different resolver groups?
Depending on the health of your ticket queue you're probably better off starting with some easier to reach metrics/KPI's like MTTR, FCR, and hop reduction.
I would say that calculating cost is part of the design process of the entire ITSM flow but people tend to disagree with me -mostly the platform owners doing the designing actually- though I think it's an effective method to see where priority issues come from and what departments are high rollers.