Interaction Management

Interaction Mgt Model

It is a common misperception that Incident Management is ‘the Service Desk
process.’ This is untrue. Incidents are errors in the infrastructure that result
in degradations in service. Therefore Incidents occur everywhere, and everyone
in IT is a potential agent of Incident Management.

Interaction Management is NOT an ITIL process. However, it is ‘the Service Desk process.’ Use of a separate Interaction Management process allows for a separation of Incident metrics from Requests for Information. Incidents reflect errors in the infrastructure and should be measured as part of a separate process.

A separate Interaction Management process further allows for separate management of the communications with end-users from the troubleshooting activities of Incident Management. This allows for an easier consideration of tiering the Service Desk; which may be appropriate for some organizations.

Goal of Interaction Management

• Effective routing and processing of inbound and outbound communications
• Provision of interaction information to all persons working with a contact to ensure service consistency.

Benefits of Interaction Management

Dedicated Service Desk Process -- Improved Service Desk Measures
Common Entry for End-User Contact
Current Status of Interactions Readily Available - Status is available for all Interactions; with appropriate process data from downstream processes
Provision of clear and consistent contact information to all agents
Crisper process metrics -- results from separating Interactions from Incident and Change records.

Objectives for Interaction Management

Objective	Measure
SD functions as sole point of end-user contact	Distribution of call types to SD Source of end-user Incident/Change records
Interaction sources appropriately managed	Volume of Interactions by Source % Interactions responded to within SLA
Consistency of Information Requests	% Information Requests citing KB
Process adequately staffed	% abandonment rate

Metrics - CSFs and KPIs for Interaction Management

CSF	KPIs
Interaction Volumes	% Information Requests Total Interactions by process Total Interactions by Service Total Interactions by Department
Quick Response	Reduced response time (trends)
Improve productivity for Business and IT	Reduced cost of Incident response Increased first call resolution Timely reporting
Uphold User Satisfaction	Trend of Customer Satisfaction (survey data)