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ITIL Tattle

ITIL Tattle

Blog posts on ITIL and ITSM news and best practice from the ISG ITIL Team

Just Say No!

Why Saying No Is OK

Good service is all about knowing what service you offer and knowing how to deliver it.

The corollary is that, knowing what you don’t offer, and saying “No” to our users quickly is every bit as important.

Are You A Caller?

Perhaps you have calls in where you are the caller and the operator has not said “No” but equally has not resolved the requests. If you don’t want them any more – just close them. It is your call, not the operators.

You can see your calls at You can close the ones you don’t need and even score how well the call has been processed (just remember to put at least one star as zero is the default).

Are You An Operator?

Have a look at your call backlog.

How many user requests have sat waiting for that “some day maybe” moment? Do you even know if the user still wants the feature? Are they still at the University?

Phone the user and ask them is it ok to close their call? You may be surprised at how many will say they no longer need it.

Are You A Developer?

If your workflow involves many involved requests that satisfy new demand have your considered using “Change Management”?

A Change record can be linked to calls that it will resolve. So new feature requests can be logged as Changes and be worked on, in order of priority based on linked calls. Or to inform what features your users value most for your next meeting with

Link any subsequent requests from other users to help identify the features that would be most valuable for next service refresh.

If you wish to use Change Management get in touch.




1 reply to “Just Say No!”

  1. rgormley says:

    From later this week, there will be a “Transfer” category in UniDesk – this includes a subcategory of “Not in UniDesk”, which can be used, not just for activities managed outwith UniDesk, but also for those activities that are not part of any current service offering!

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