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airflying Newbie


Joined: Nov 16, 2007 Posts: 6
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Posted: Wed Jun 18, 2008 7:05 pm Post subject: Bench mark number of the service desk call volume |
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Hi there,
I am setting up a service desk and need to estimated the resource for it. So i wonder if there is any reference number of how many calls/month a service desk agent received.
Thanks
Andrew |
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
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Posted: Wed Jun 18, 2008 7:11 pm Post subject: |
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It depends
The following criteria would impact the # of tickets per SD
how big is the company
how many applications
the purpose of the SD etc
HDI may have stats ...
In addition, is the SD a 24x7 or a 12 hour or 8 hour desk
you would need at least 3 people per 8 shift
2 is the minimum for Health & Safety (UK)
1 for either team lead or spare _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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UrgentJensen Senior Itiler

Joined: Feb 23, 2005 Posts: 458 Location: London
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Posted: Wed Jun 18, 2008 7:20 pm Post subject: |
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I'd say a minimum ot 3.2 and maximum of 5.6. Except on wednesdays and Fridays when you don't want to have an odd number of staff.
UJ _________________ Did I just say that out loud?
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Diarmid Senior Itiler

Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
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Posted: Wed Jun 18, 2008 7:21 pm Post subject: |
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Hi,
There is already at least one thread with detailed discussions of resourcing a service desk. If you read those, perhaps you could ask a more focussed question so that it is possible to give some kind of meaningful response. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718 |
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
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Posted: Wed Jun 18, 2008 8:39 pm Post subject: |
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Meaningful responses ?
Why should any one expect meaningful responses?
It is not like we started back with the discussion on
SD with Scouse or Geordie accents
SD staffing using Scottish terriers, chichihuahua or chipmunks
or the the Sixth Book
Aka The Dark Lord of the Si(x)th _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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m_croon Senior Itiler

Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
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Posted: Wed Jun 18, 2008 11:36 pm Post subject: |
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I thought we were clear about the chichihuahua? |
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ozz Itiler

Joined: Apr 02, 2006 Posts: 40
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Posted: Thu Jun 19, 2008 5:28 am Post subject: |
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search for erlang and lokad the first result will describe the what erlang is and provides a spreadsheet to help you calculate your service desk staffing numbers..
oz |
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dboylan Senior Itiler

Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
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Posted: Thu Jun 19, 2008 3:03 pm Post subject: |
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ozz wrote: | search for erlang and lokad the first result will describe the what erlang is and provides a spreadsheet to help you calculate your service desk staffing numbers..
oz |
I download a tool that does Erlang B and C at a very basic level for free in my five day course deliveries. It's called ccModeler (Google is your friend) and does the basic Erlang calculations without having to pay. To get additional functionality such as graphing or doing time based volume modeling, you need to pay for it. Not an advertisement for this tool, just something I show my students on what the Erlang calculation can do. |
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ozz Itiler

Joined: Apr 02, 2006 Posts: 40
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Posted: Thu Jun 19, 2008 10:47 pm Post subject: |
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What is important to understand is the the Erlang thingy is just another tool. I In a perfect world the service desk would be overstaffed just a tad , the real would says it will be understaffed and during the "getting to steady state" portion of the rollout you can tune the staffing needs..
oz _________________ Ozzie Sutcliffe
NYC |
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