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ITIL :: View topic - An industry standard for threshold?
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An industry standard for threshold?

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Joined: Jan 21, 2007
Posts: 20

PostPosted: Thu Sep 25, 2008 6:47 am    Post subject: An industry standard for threshold? Reply with quote

What I am looking for is any insight into what is an industry standard (if one exists) to outsourced Service Desk / Help Desk. Here is an example of what I am looking for advice on:

Example Situation:
Client buys 200,000/yr, lets say that breaks down to 547/day.
Provider has an obligation to be equipped to answer those 547/day + reasonable threshold (for both client & provider) as we all know those calls wont come in evenly each day.

Right now I sit somewhere in the threshold being built off of an increase by percentage of that daily 547 expectation in the 5%-30% range, so 547*10% = 602 calls a day would be what the provider needs to equipped to fulfill outside of that an exemption for that day is given to the engagement and is subsequently removed from counting against the provider.
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Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Thu Sep 25, 2008 6:01 pm    Post subject: Reply with quote


There is no standards per se

There may be statitistic - gartner etc about the # of trouble calls

Personally, I dont like SD contract/stipulations based on a fixed number of incidents. I think it is useless and a waste

Now KPIs such as % etc
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu Sep 25, 2008 6:49 pm    Post subject: Reply with quote

Hi tmack,

Agreed, all thresholds are relative and therefore absolute volume figures miss the point.

It's up to you and your organisation to decide what gives you enough flexibility, but as a customer I'd have thought your contract would be best focusing on giving you flexibility. Basing the service on % KPIs (as Viking said) will take into account that some calls take longer than others and/or more resources. If you buy 547 calls a day but they're mostly password resets, then you're probably paying massively over the odds, and that's a far greater insight into value for money.

If that's what you're getting at...?

Did I just say that out loud?

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