Skip to main content

First Call Resolution (FCR) According to ITIL and General Best Practice

A reader recently asked me to comment on what a First Call Resolution (FCR) is according to ITIL and general best practice. When collecting metrics you want to be sure that the reporting brings good business value. From a reporting perspective it might serve well to report incidents and requests separately.    

Each organization will have to have policies for how the metrics are reported based on business value.  One option is to have a policy that will report on “Service Requests” separate from “Incidents”.  If we do not separate the logging and reporting for these very distinct processes the combined metrics and reporting might not be something that is meaningful or that could be acted upon correctly.  You could end up with a very high FCR rate but your Mean Time To Restore Service metric could be breaching the SLA.  Therefore, the question is not whether the call was resolved at first line, but rather was it a FCR for an Incident or Request/Standard Service?  Report upon them separately.

If you do not currently have the option to separate the records and reports for Incidents and Service Requests and you want to capture the FCR for “Incidents ONLY” then you might have a category or classification for incidents and a policy that states FCR reporting includes only those incidents that are IT related, outages, faults, break fix type of situations.
  
A “Service Request” should have a high if not a 100% first call resolution rate because a “Service Request” is a request from an end user for information, for comments or perhaps to fulfill a “Standard Service”.  A Standard Service has a Standard Operating Procedure/model that is followed to fulfill the request. 

Sometimes we also will run “Standard Changes” through the function of the Service Desk as though it were a simple “Service Request”.  A Standard Change is a pre-authorized, pre-approved, low risk and repeatable type of change.  A “Password Reset” would be an example of a very basic “Standard Change”.  It is very helpful to report upon these “Standard Changes” separate from Incidents.

The real key is to record and report upon Incidents and Requests separately to get the type of metrics that are meaningful to your business.

If you are engaged in these activities there is a lot of information and training available.  ITIL Foundation training is a great place to start and if you have that, there is a class that goes into great detail for the clarification and delineation for all of the “Operational” processes.  That course is called “Operational Support and Analysis”.   Take a look at the resources and training provided here and let me know if you have further questions.   http://www.itsmacademy.com

Comments

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

Incidents when a Defect is Involved

Question: We currently track defects in a separate system than our ticket management system. With that said, my question is does anyone have suggestions and/or best practices on how to handle incidents when a defect is involved? Should the incident be closed since the defect is being worked on in another defect tracking system if it is noted in the incident ticket? I am considering creating an incident statuses of 'closed-unresolved' so the incident can still be reported on in our ticket management system but know it is being worked on/tracked in the defect system. With defects, it is possible that we may never work on them because they are very low priority and the impact is low to the user. However, in some cases a defect is being worked on. Should we create a problem ticket instead?
Thanks, René W.

Answer: RenĂ©. In ITIL, the activity you are describing is handled by the Problem Management process. ITIL does not use the term “defect” but it does use the term “known error” to…