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ITIL :: View topic - How does one determine the optimal number personell?
Posted: Mon Jun 13, 2005 3:56 am Post subject: How does one determine the optimal number personell?
Hi There!
I have 750 users located in 8 branch offices. Currently we have two service technicians receiving calls. The number of incidents never seem to reduce, but stay at a constant level or increase.
Are we understaffed? How does one go about determinig the optimal number of support staff that sit at the service desk? Is there a rule of thumb for this?
There are several factors involved here. What I recomend you do is establish Service Level Agreements that your business thinks it needs to run the organization and then staff to meet these SLA's. THere are a range of tools that can help you. For the Phone support staff you can use a staff scheduling tool, google Erlang C
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