|
Desktop incident resolution gap
|
|
Incident Resolution Gap The incident resolution gap is the void of a technical support knowledge base across an organization’s internal or external help desk. As a result, computer users that call-in or log-in remotely to seek help experience longer wait times, multiple rep transfers, and often unsettled technical issues as the IT support knowledge base isn’t centralized and readily accessible. Organizations need this critical information to improve IT support efficiencies and customer service to successfully compete in today’s user-centric world, as overall customer satisfaction hinges on an organization’s ability to quickly resolve end user problems. Application/ Techniques The incident resolution gap refers to the issues that result when a computer user is experiencing problems that stem from or involve systems or applications. This includes any computing platform that runs on an operating system, such as Widows PC or Mac, Linux-based server workstations, laptops, servers, or wireless devices. Technical support problems are typically handled by the call center, contact center, or a help desk. Either by phone or virtual help desk session, the technician works to troubleshoot computer issues quickly to achieve first call resolution, which measures the effectiveness, efficiency and customer satisfaction level of a support organization. The incident resolution gap is where critical help desk resources are lost due to limited integration with help desk applications between systems management and service desk platforms - these systems track when trouble tickets open and close, but do not provide an account of what happens during the support process (see graph below). With a virtualized help desk, IT support administrators can centralize support operations and an automated infrastructure that minimizes issues resulting from the incident resolution gap. It is crucially important that the steps taken during a support call be logged and available to IT support administration, so organizations can build an effective knowledge base and achieve IT Service Management best practice as defined by the Information Technology Infrastructure Library. History As technology becomes more complex and PC users are increasingly mobile, the time it takes to resolve computer issues has also widened. Forming in between is the incident resolution gap. It is here that valuable knowledge base goes missing and IT support organizations lose time and money in troubleshooting reoccurring issues. According to a 2006 Benchmark study by the Service and Support Professionals Association (SSPA), approximately 80 percent of all problem resolution time is spent determining root cause , significantly taxing IT organization resources. With virtually no record of what happens during support calls, IT is limited in its ability to quickly solve desktop issues and eliminate chronic problems, resulting in greater end-user frustration when receiving an insufficient level of service or support. References/ Further Reading ComputerWorld, [http://www.computerworld.com/action/article.do?commandviewArticleBasic&articleId9013800&pageNumber=1 The top 10 funniest tech videos on YouTube] AllBusiness.com ITIL adoption paves the way for embracing automation in Incident Management See Also
|
| < Prev | Next > |
|---|
Main Menu
| Home |
| Articles |
| Search |
| Submit Article |
| Contact Us |
| Donate to Wikibin |
