(Reading time: 6 - 11 minutes)

 

Step 4: Developing Solution Component:

Here is a sample Solution Component framework which can be used to improve Service Desk process efficiency.  

Sr. No.

Improvement Area

Owner

Action plan

 

 

 

 

1

Tacit Knowledge

Incident Managers

IC's/ IM's to identify for any technical knowledge gaps:

1. Identify analysts who need application and domain trainings

2. Identify applications on which analysts need training

3. Provide training to the identified analysts

2

Missing providing Resolution or RCA details (Wrong Inherited Practice)

Incident Coordinators

Modify the current 'closure' template to incorporate the major step that resolved the issue; start using the revised template

3

Inconsistency in following process

Incident Coordinators

1. Educate and drive analysts to adhere to 3 strike rule

2. Educate and drive analysts to adhere to Closure and Exit Parameters

   4

Quality of Communication and Issue Comprehension

Incident Managers

IM's to identify communication gaps:

1. Identify analysts who need soft skills training

2. Provide soft skills training to the identified analysts

5

Delay or Incorrect escalation of the SR (process exists but not followed)

Incident Coordinators

1. Prepare In-scope activity list for each level (L1, L2 and L3)

2. Prepare the Functional and Hierarchical Escalation grid and follow for all out of scope issue and for all in-scope issues which are not being solved at the respective levels

6

Missing timely communication with user

 

Incident Coordinators

1. Communication grid to be updated indicating regular follow-up time for each ticket priority:

a) Immediate Priority (P1 Tickets):  Either updates are sent to user every 1 hour until the issue is resolved OR a meaningful update is sent to the user providing the timeline for the next update

b) High Priority (P2 Tickets): Either updates are sent to user every 2 hours until the issue is resolved OR a meaningful update is sent to the user providing the timeline for the next update

c) Normal Priority (P3 Tickets): Either updates are sent to user every 24 hours until the issue is resolved OR a meaningful update is sent to the user providing the timeline for the next update

d) Informational or Planned (P4 Tickets): Either updates are sent to user every 48 hours until the issue is resolved OR a meaningful update is sent to the user providing the timeline for the next update

 

2. Modify the Email template to communicate with the user to indicate timeline for next update; start using the revised template

7

Issue still unresolved (Technical/Functional/Domain Knowledge)

Incident Coordinators

1. Provide all possible/ available solutions to the issue in early communications with user

2. Set the 'KB needed flag' for all 'in scope' issues for which KB articles are not available, to ensure that

  - specific KB articles gets created (if not already available), OR

  - specific KB articles gets updated (if already available) to contain all possible solutions

The illustration should have helped you to understand how Solution component of a VOC analysis should be carried out to improve the Service Desk process efficiency. 

You may have to add more detailed improvement action plan with control and tracking as required.


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