UNCLASSIFIED We created our own FCR - the field is set to Yes if Assigned to Group and/or Individual is not changed; No if Assigned to Group and/or Individual is changed. No time restriction on resolution.
We cannot run it against submitter does not change because our end-user submit tickets via web and email workflow. Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x248 Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Thursday, March 27, 2008 12:55 PM To: arslist@ARSLIST.ORG Subject: First Contact Resolution (FCR) ITIL & ITSM 7 ** Hello all, I'm trying to find information on FCR (First Contact Resolution) specifically for the Service Desk person. Is there a starting goal within ITIL regarding FCR? For example... the Service Desk needs to meet a 35% FCR goal. Or is this number subjective? If anyone is using FCR, could you please let me know your goal is and what factors you used to assess this goal. Thanks! Kevin P. _____ Never miss a thing. Make Yahoo your homepage. <http://us.rd.yahoo.com/evt=51438/*http://www.yahoo.com/r/hs> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
