Single point of contact
A single point of contact ( SPoC ) in an organization is a central (i.e. the only possible) point of contact for a specific topic or problem or a defined activity.
Depending on the context, there are also similar terms for the SPoC concept such as a single point of contact (for authorities), key account manager (in sales) or help desk (as an IT hotline). A delimitation is not free of overlap.
In information technology, according to ITIL, the SPoC serves as the only, consistent interface for communication with an organization or a business area. The SPoC of an IT service provider (IT service provider) is referred to as the service desk in ITIL .
motivation
The purpose of a single point of contact is that
- a person seeking help does not have to worry about which person or department is responsible for a problem,
- Work processes can be coordinated and prioritized for the responsible persons ,
- these work processes are not "torpedoed" by direct contact with a person seeking help,
- the highest possible first call resolution rate or first resolution rate (handling of the issue with the first call) is achieved.
literature
- Bon, Jan van; Jong, Arjen de; Kolthof, Axel; Pieper, Mike; Tjassing, Ruby; Veen, Annelies van der; Verheijen, Tieneke: Service Strategy based on ITIL V3: a Management Guide . Van Haren Publishing, Zaltbommel 2008, ISBN 978-90-8753-144-7 ( limited preview in Google book search).
Individual evidence
- ↑ Bon et al .: Service Strategy based on ITIL V3. 2008, p. 172.