Your first line resolution should be low!

It is an undeniable fact that CIO´s and CFO´s across the globe’s Fortune 500 companies have measured how well their company’s first line resolution rate performs as an important KPI. The higher the resolution rate the better. I dare to say “No”.

Let me be perfectly clear, I am not saying your organization´s overall resolution rate should be lowered, but I would like to challenge your way of dealing with the easy tickets that can be resolved by the users themselves with Level Zero Support.

Many companies think they have Level Zero Support covered through their ITSM tool’s self-service functions, i.e. where the employees can register a ticket, reset passwords, order hardware and monitor their pending requests. A high first line resolution rate indicates that your support organization is still operating without an effective Level Zero Support strategy.

Model: Zero Level Support – the stage before the first level at the Service Desk

Model: Zero Level Support – the stage before the first level at the Service Desk

How does it work?

The key to effective Level Zero Support is having the answers to the User’s questions in an updated and validated data base within the self-service knowledge tool. This will deflect many of the repetitive tickets away from the service desk.. Some of our customers have experienced a case deflection rate between 30-50% after introducing effective Level Zero Support.

The move toward an effective Level Zero process is easier than you may think, assuming you already have a self-service knowledge tool. Some changes to the service processes and strategies must occur.. It is also important that the users discover the advantages of being able to find the answers to their questions themselves, when they are working with the self-service knowledge solution

Read more in our white paper “Resolve more support cases with a clear self-service strategy”.

This is how you can begin:

  1. Review your common service requests.
  2. Make a list that shows which software applications or support areas are generating the most tickets. In addition, figure out the ten most frequently asked questions in these areas.
  3. With a pre-populated self-service knowledge tool, the relevant knowledge articles should already be in place. If the appropriate articles don’t exist, create articles in the self-service tool with answers to the ten most frequently asked questions.

A good self-service knowledge tool should also present an automatically generated FAQ view, with other related knowledge articles.

If the solution is not found in the self-service knowledge tool

It should be easy for the user to register a ticket if they cannot find the answer within the self-service tool. This can be done through integration with your existing ITSM tool.
The effect of these easy measures should dramatically decrease your first level resolution rate. If your first level resolution rate decreases then you know you are working with a modern self-service knowledge tool.

Please feel free to comment on this article and share it with your colleagues. I truly believe you can drive down the cost of support, and increase your service level with effective Level Zero Support.

David Aadne, Country Manager ComAround Norway

Related articles:

Whitepaper: Resolve more support cases with a clear self-service strategy”

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