So I took this whimsical on-line IT personality quiz at infoworld.com the other day. Turns out I am the “Angry Support Drone”. Yikes! Could that be true? I hate to admit it, but yes, it not only could be true…it probably is true. I can get angry…not ideal for a person working the Service Desk (which is why I don’t!). But it got me thinking…how do we deal with conflict at the Service Desk or Help Desk? So for the next few weeks I am going to be blogging about how we can deal with conflict at the Desk that will help us do a better job at helping our end-users (be they employees or customers).
Here’s to surviving for seven days (even with conflict)!
Malcolm Fry ITIL Lite Workshops are coming to a city near you. Make sure you sign up and attend one of these great workshops to help you. http://www.cherwellsoftware.com/itil-lite-workshop-dates
Want to start a huge debate at your company? Tell ‘em you’re going to redo your Incident Classification!
When it comes to implementing Cherwell Software, or any Service Management solution for the matter, one of the more difficult aspects of implementing ITIL is classification, particularly Incidents. We all have our opinions, heck, even the experts differ.
I’ve done numerous Requirements Gathering sessions in my tenure at Cherwell Software and I brace myself as I ask for their Incident Classification. “What does Cherwell recommend?” – Ugh! I knew it! Truth be known…there is no ‘correct’ answer. ITIL is a framework, not a step-by-step methodology, a reality I believe has been lost with the emergence of ITIL v3.
So I put on my consulting hat and began to talk and walk thru the process of outlining Incident Classification. (Side note: I am very much against the category – OTHER) But, a new day has come. Chris Dancy, Founder of ServiceSphere, recently did a webinar on Classification that I thought was outstanding. It is worth the 45 minutes if you are working thru Classification.
By the way if you want a plethora (every now and then I like to use a big word!) Click on the link below and then on the words “Download the Buttery Goodness Here!” to download a zip file chocked full of great articles to help you!
