ITIL is a great idea, we have been looking at it work. It is all about costs I suppose, our management are forever trying to outsource the IT department, the usual argument stops it though, once they realise it would cost more to outsource and maintain the level of service they decide against it. Until some other bright spark thinks of it again.
Personally all I want it to be confident that the call centre I talk to know a bit, preferably more than I do about what they are supporting. The script seems to allow a completely non technical person to answer some low level technical questions. In my opinion a script should be delivered by someone who has the technical knowledge to understand what they are asking and draw their own conclusions. Without that all you have is a script, you may as well be talking to an answering machine.
Anyway I'm alot more chilled out now
