Service Delivery – Starting With The Right Information
To deliver an efficient service it is important to understand the full scope of what is required. If customer comes in and tells you he wants to buy a car and you provide him with a red one and he wanted a yellow one he his going to be unhappy therefore it is important to ask the right questions before committing to undertake the task. Automated service desks go a long way to gather the necessary information to steer the customer in the right direction in taking you to the correct person, but these systems are highly frustrating and cannot provide IT with a practical solution.
Using first line support to gather this information manually I have found also not productive solution either for two reasons; primarily it is a waste of human resources gathering data verbally as time taken gathering data is time that could be spent fixing the issue and secondly people make mistakes, too often an inexperienced first line person will not ask the right question with the result that second line will have to lose time gathering the information that first line missed.
The practical solutions is to use web forms to gather the initial information as they can provide a lot more useful information using scripts to gather important data than your average first line support person can achieve.