Help Desk - Make incident

Make incident

incident: An incident is when an 'ab user' suddenly realises that they are using
Information Technology and they haven't got a clue what they are doing, or more
often what day of the week it is, who they are or what their password is.

It is important that the IT section continuously monitors incidents raised by the
users to identify any adverse impact upon the IT components themselves, or more
importantly the impact upon IT staff.

Problem management staff will have to work closely with the Help Desk for defining
incident classification and priority codes for determining how 'quickly' the IT
organisation needs to respond to user 'incidents'.

Classification code Impact (upon IT)
Priority (for resolving or
calling back the user)
User is very polite & apologetic and regrets any inconvenience caused to the IT section can be handled very quickly within a day
costs half day work within a week
costs more than a day depends on how much the user grovels
User is indifferent to the fact that they are disturbing the IT section can be handled very quickly moan to the user about their attitude and the amount of work they are causing and handle within a day
costs half day work moan to the user about their attitude and the amount of work they are causing. Handle within a week, phone him/her each day and stress that this will be escalated to IT management next time he or she does this.
costs more than a day severely chastise the user for their attitude and inform them that a memo will besent to both the head of IT and to the business unit manager, and that their incident will NOT be handled. Then handle the incident as quickly as possible, so that when the user complains to his or her business unit manager the IT section can show that the incident was handled very quickly and the user was obviously making it all up.
User is objectionable and has a severe attitude problem doesn't matter how much time it costs Do nothing until the user phones back in a more pleading, apologetic tone, if after one week the user has not pleaded then invoke a corrective action response (see corrective action key on main menu)

Classification code	Impact (upon IT)	Priority (for resolving or calling back the user)
User is very polite & apologetic and regrets any inconvenience caused to the IT section	can be handled very quickly	within a day
	costs half day work	within a week
	costs more than a day	depends on how much the user grovels
User is indifferent to the fact that they are disturbing the IT section	can be handled very quickly	moan to the user about their attitude and the amount of work they are causing and handle within a day
	costs half day work	moan to the user about their attitude and the amount of work they are causing. Handle within a week, phone him/her each day and stress that this will be escalated to IT management next time he or she does this.
	costs more than a day	severely chastise the user for their attitude and inform them that a memo will besent to both the head of IT and to the business unit manager, and that their incident will NOT be handled. Then handle the incident as quickly as possible, so that when the user complains to his or her business unit manager the IT section can show that the incident was handled very quickly and the user was obviously making it all up.
User is objectionable and has a severe attitude problem	doesn't matter how much time it costs	Do nothing until the user phones back in a more pleading, apologetic tone, if after one week the user has not pleaded then invoke a corrective action response (see corrective action key on main menu)