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Re: How good is your first-call resolution for ITSM?

chuck_darst

Myles,

 

This is one of my favorite topics from an ITSM / service desk metric perspective.

 

I was part of a conversation on this FCR last week and mentioned the 75% number as reasonable which surprised some people (as being high). If I think of my recent live service desk experiences (as opposed to a self service ticket) at HP, most have been resolved on the first call if you get a knowledgable person on the phone helping you out. Most of my issues have been some kind of tricky app or service configuration thing. I mentioned the social engineering dimensions of rewarding too high of a closure rate and the potential need to balance this out against reopened or customer satisfaction results. One of the people in the conversation managed a support team and concurred that pushing too hard on FCR can result in lower satisfaction - if the callers issue isn't resolved.

 

I wrote a blog post on this approximately a year ago that I still submit stands true today http://h30499.www3.hp.com/t5/IT-Service-Management-Blog/First-Call-Resolution-FCR-rate/ba-p/5750905.

 

And, there are great Dilbert's on this topic!

 

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
chuck_darst

Myles,

 

This is one of my favorite topics from an ITSM / service desk metric perspective.

 

I was part of a conversation on this FCR last week and mentioned the 75% number as reasonable which surprised some people (as being high). If I think of my recent live service desk experiences (as opposed to a self service ticket) at HP, most have been resolved on the first call if you get a knowledgable person on the phone helping you out. Most of my issues have been some kind of tricky app or service configuration thing. I mentioned the social engineering dimensions of rewarding too high of a closure rate and the potential need to balance this out against reopened or customer satisfaction results. One of the people in the conversation managed a support team and concurred that pushing too hard on FCR can result in lower satisfaction - if the callers issue isn't resolved.

 

I wrote a blog post on this approximately a year ago that I still submit stands true today http://h30499.www3.hp.com/t5/IT-Service-Management-Blog/First-Call-Resolution-FCR-rate/ba-p/5750905.

 

And, there are great Dilbert's on this topic!

 

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