First Time Fix

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Index

Introduction

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.

Criteria

The following criteria can be used to determine if the resolution of an incident is considered a first time fix.

• No Team Reassignments

The team under which the request was originally raised does not change.

• No Owner Reassignments

The person that raised the incident is also the person that resolved the incident

• No Hold Time

The incident cannot be placed on hold.

• Max Open Time

The incident must be resolved within this timeframe.

BPM Workflow

The First Time Fix is a simple flag that is set against an incident record through the use of the Hornbill BPM Automation called First Time Fix. Provided that the criteria defined in this automation is met, the request will be set as a First Time Fix. The First Time Fix automation is best placed within your workflow at a point where you know that the incident has been resolved.