First Time Fix: Difference between revisions
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First Time Fix (FTF) refers to the outcome of an incident where a fix or resolution is provided to a customer, usually during that first contact with the customer. There are varying definitions to what a first time fix means or what criteria it falls under. In Service Manager we provide workflow automation that lets you define what your requirements are in order to achieve a first time fix. | First Time Fix (FTF) refers to the outcome of an incident where a fix or resolution is provided to a customer, usually during that first contact with the customer. There are varying definitions to what a first time fix means or what criteria it falls under. In Service Manager we provide workflow automation that lets you define what your requirements are in order to achieve a first time fix. | ||
Achieving a First Time Fix has a number of benefits for both the customer and the service desk. For the customer, there is nothing more satisfying than reporting an issue and getting an immediate resolution. For the Service Desk, achieving a FTF can mean that minimum resources and time were spent on the issue. The more FTFs, the more satisfaction there is for everyone. | Achieving a First Time Fix has a number of benefits for both the customer and the service desk. For the customer, there is nothing more satisfying than reporting an issue and getting an immediate resolution. For the Service Desk, achieving a FTF can mean that minimum resources and time were spent on the issue. The more FTFs, the more satisfaction there is for everyone.| | ||
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:* [[Criteria]] | |||
:* [[BPM Workflow]] | |||
:* [[Reporting]] | |||
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{{Section| | {{Section| | ||
==Criteria== | ==Criteria== |
Revision as of 22:04, 10 June 2022
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