In the last 12 months, Service Desk processed 99,687 call records, of which approximately 28% were ‘First time Fulfilment’. Approximately 7% were junk emails, and 7% were updates or chases to existing cases. This means that 58% of incoming call requests were logged as Incidents or Requests. In many cases, Service Desk are logging the […]
About Alexandra Linington
Posts by Alexandra Linington:
2018
Requesting Admin Rights for UoS Machines
Service Management have been working closely with Service Desk and IRT to identify process or system improvement opportunities. One area that IRT have highlighted as needing improvement is the process around requesting admin rights for UoS machines. Reviewing tickets we have received where admin rights have been requested showed a number of ‘bottlenecks’ in the […]
2017
ServiceNow – Enhancements to Report Exports
Following feedback from users who find the 10,000 row export limit on ServiceNow generated reports to be too confining – particularly when exporting data for busy months, we have implemented a rule to increase the number of exportable rows from 10,000 to 20,000. If you notice any performance degradation as a result of exporting more […]
2016
Improvements to Staff Desktop Services reporting
As part of our ongoing project to improve incident categorisation and reporting, we first piloted using CMDB CI records instead of the arbitrary CSI list to categorise incidents. Following the success of this, and to allow for more granular reporting, we have introduced Service-specific ‘Action Codes’ to use when closing incidents to describe the nature […]
Incident Management Improvements
Many of you will no doubt have noticed the changes we’ve made to the way incidents are categorised and managed. Working in conjunction with the Service Desk and Ed Finn, we’ve been working on implementing a Service-based system that logs Incidents against the Service entry in the CMDB. This means that Service Owners and other […]