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ITIL :: View topic - 1st Level Resolution
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1st Level Resolution

 
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TreBones
Newbie
Newbie


Joined: Jan 14, 2009
Posts: 1

PostPosted: Thu Jan 15, 2009 1:43 pm    Post subject: 1st Level Resolution Reply with quote

Hi all,

First of all excuse me for doing anything incorrectly, I am but a noob.

I work for a Managed Security Services Provider.
My part of the business has a Support Services Team which consists of (excluding the Team Manager) a small Service Desk team of 4 operators and 15 Network Monitors who work 24x7 and provide overflow and after hours Service Desk functionality.

For the moment our Service Desk acts as the single point of contact and specialises in end to end call management i.e acting as the client advocate to ensure calls are resolved within SLA. Depending on the incident/ request the call is assigned to a specific 2nd level resolver group. The Service Desk does no 1st level resolution (which kinda makes our 2nd level seem a bit silly, I know.)

Currently we only deal with the space between the clients LAN/ WAN and the internet i.e firewalls, anti - virus, anti - spam, comms, email etc however we are now looking at taking over the clients LAN/ WAN and, as such, will be delving into the world of first level resolution. Basically we will be dealing with opening and closing ports for end users e.g when they move desks etc.

What I'm wondering is whether anyone else has experience in this type of Service Desk work and how they deal with it? In particular I'm looking at:

* Modelling - how do you determine how many SD operators per user?
* Baselines for KPI's - phone stats/ resolution stats etc

Anything else I may need to consider from a Service Desk perspective
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thechosenone69
Senior Itiler


Joined: Jun 06, 2007
Posts: 268

PostPosted: Thu Jan 15, 2009 7:44 pm    Post subject: Reply with quote

Quote:
* Modelling - how do you determine how many SD operators per user?
* Baselines for KPI's - phone stats/ resolution stats etc

Anything else I may need to consider from a Service Desk perspective


Determining how many SD operators per users vary from one company to another. In order for you to answer those questions you need to consider the following factors:

1- total numbers of Incidents you get on daily/weekly/monthly basis
2-mean elapsed time to achieve Incident resolution or circumvention.
3-percentage of Incidents handled within agreed response time

Now look at those 3 points. from the total amount of incidents you have are you handling incident withen agreed response time? if so how many incidents. Those will help you determine the number of staff that you need.

Kind Regards,

A


Last edited by thechosenone69 on Thu Jan 15, 2009 11:50 pm; edited 1 time in total
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Thu Jan 15, 2009 8:33 pm    Post subject: Reply with quote

NOTE: while thechosenone69 decided to post

there are historical posts / forum items within this forum and the Discussion, Miscellaneous forums about these very issues

Please note that in the miscellaneous forum, there is a slight chance of silliness - especially concerning SD staff
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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

PostPosted: Thu Jan 15, 2009 8:47 pm    Post subject: Reply with quote

Viking

I thought we'd moved from the chipunks. I've been taking my pills, haven't you man?

Oh no, they're back, the chipmunks are back...can't you hear them?They're everywhere...I can't get them off me, NO!! AARRRGH!

UJ
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Did I just say that out loud?

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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Thu Jan 15, 2009 11:41 pm    Post subject: Reply with quote

The chipmunks have formed an alliance with the scottish terriers to battle the squirrels

they are doomed to fail because the squirrels are the change managers
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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