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ITIL :: View topic - Shrinkage question
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Shrinkage question

 
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 113

PostPosted: Sun Jan 27, 2008 6:08 pm    Post subject: Shrinkage question Reply with quote

While planning the staffing requirements for a service desk, we need to consider the absence or the shrinkage due to Sickness, Vacations and Training. My question is what should be the ideal shrinkage percentage for a service desk. I understand it should be different for Service Desks f different size but is there is recommended ratio let's say per ten satff ?
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Sun Jan 27, 2008 10:51 pm    Post subject: Reply with quote

Viv121,

This is a Mgmt manpower issue not an ITIL issue. There may be a legal constraints as well

for example

Here in the uk, 1 person can not man a site. There has to be 2. This is health and safety etc.

So if you have one go sick then what

1 Look at the work load, the cost etc..

2 look at the alternatives

figure it out

I dont think there is any hard fast rules
_________________
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ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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viv121
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Joined: Dec 15, 2007
Posts: 113

PostPosted: Mon Jan 28, 2008 3:44 pm    Post subject: Shrinkage Question Reply with quote

Thanks UKVIKING...Its indeed not an ITIL question. Just wanted to ping people who are aware of the best bractices when it comes to operational staff shrinkages in the service desk...Your inputs are still invaluablel.
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sherry
Newbie
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Joined: Dec 26, 2007
Posts: 16

PostPosted: Mon Jan 28, 2008 3:53 pm    Post subject: Reply with quote

Hi,

An ideal shrinkage can be anywhere between 12-13%.This has been the practise we follow for our desk and it has been helpful so far. we do the staffing on a monthly basis for each shift with this shrinkage percentage for a desk of 40.
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