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How to assess Changes

One of the things that I wish was covered in more detail during the ITIL intermediate training is how to properly impact assess Changes. Change Managers are the guardians of the production environment so making sure that all changes are properly assessed and sanity checked is a key part of service delivery. Asses too low and high risk rangers go through unchallenged, assess too high and you block up... 

University of Westminster: From First Call Resolution to Revenue

First call resolution (FCR) measures the proportion of issues that can be addressed during the first call. In theory, the more issues are addressed immediately without the customer having to call back or wait for service – the happier they should be. For the University of Westminster, healthy first call resolution means happier students, which means better ratings in University leader boards, which... 

Product Group Tests

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