Are there global standards or best practices on number of calls to technical support, the average time of circulation, the calculation of the required number of employees (excluding formula erlang), etc.?
Interested in information for the call centers and for the first, second, n-x support lines.
Any articles, links, and so...
I quite a long time (6-7 years) working in IT, now occupy the role of Senior Software Developer and plan to develop in the direction of Teach/Team Lead. Important for me knowledge of ITIL? It can help me in this role? It can help Teach/Team Lead'have?
Thanks in advance!
Care what standards are used in your company and which ones, in your opinion, enable you to really increase the quality of the process.
Desirable standards, available in several languages or high-quality translation into Russian language. I would be grateful if you could provide links to download them (for review).
Hey, remember finding a program that scans your PC settings and provides a detailed information with references to cobit, itil, nist, itsm etc. from which it is clear why one or another option, the PC must be enabled/disabled. Could you tell me please?! Maybe some of what there is.
On the website of OTRS, in the section distributions specified:
OTRS comprises the leading Open Source Help Desk "OTRS Help Desk" and a leading Open Source ITIL (R) V3 certified IT Service Management Software "OTRS::ITSM". And the list Bandle (or sets of modules):
OTRS::ITSM 3.3.7 General Catalog
All kind time of day.
Arrived in a new organization is not big, 50 PC + network printers. You need some sort of engine which would be nice to portray, preferably in the web (to raise virtuallock for these needs is not a problem), the structure of the premises, location of equipment (collected reports by using AIDA, that did...