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ITIL :: View topic - Question about event and incident
"more o less how much time a service desk normally spend (in percentage %), "
There is no "normal" in this - every service desk is different - every desk I have ever run/seen has had its own unique profile of what time is spent on what.
And even if I told you what thatwas, it would not help your project at all. _________________ Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
Joined: Sep 16, 2006 Posts: 2586 Location: London, UK
Posted: Mon Feb 01, 2010 6:36 pm Post subject:
Wilbertotero
In addition to the question on whether you have taken any course work for ITIL, I am also curious what you are trying to achieve with your questions to the forum?
I can gather that you have Service Operations book for V3 or at least access to the table of contents
And of course... what is this project that you are working on ? _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Mar 04, 2008 Posts: 1277 Location: Newcastle-under-Lyme
Posted: Mon Feb 01, 2010 8:47 pm Post subject:
LizGallacher wrote:
even if I told you what that was, it would not help your project at all.
Liz is utterly correct. I would go further and suggest that if any of us gave you figures they would damage your project if you used them. Not only is every service desk different, but in two months, or six months, or tomorrow the same service desk becomes different as well. You only have to get a new batch of users or a new application or a new business imperative or anything else and the profile will change.
You seem to be wanting to dot ayes and cross tees that don't exist. I would concentrate more on building your system based on sound understanding of the principles and deep knowledge of your service imperatives and business environment, from all of which combined you can derive the eyes and teas. _________________ "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
Joined: Nov 06, 2009 Posts: 11 Location: Medellin - Colombia
Posted: Wed Feb 03, 2010 10:38 am Post subject:
I understand all the comment but the think I was archiving is if someone knows a statistic that can show the average of the normally spend time function of a service desk...in investigation this is a pattern
I'm took a course, I understand, the think and trying to develop the best way to combine the service desk process with TOC.
Joined: Nov 06, 2009 Posts: 11 Location: Medellin - Colombia
Posted: Wed Feb 03, 2010 10:53 am Post subject:
I going to explain better, I want to know if some institution or particular person has taken a sample of a group of service desk and has made a pattern of the time spend of a service desk in the different process management.
Because when you know the average time of the different process you can focus a theory in the thinks that are relevant.
You need to do that analysis yourself. on yor own desk. It is the same whem people ask how many calls a desk willl get, knowing averages, or someone else's results does not help _________________ Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
Joined: Mar 04, 2008 Posts: 1277 Location: Newcastle-under-Lyme
Posted: Wed Feb 03, 2010 7:45 pm Post subject:
wilbertotero wrote:
I understand all the comment
What we have been trying to explain is that there is no meaningful answer to your question. The average you are seeking bears no relationship to your own service.
I would further add that there are insurmountable practical problems to be encountered by anyone who attempted such a survey whether by sampling or by trying to find all IT service organizations. The first two are enough to show what I mean:
- How do you obtain a sample that properly represents the profile of all organizations when there is no way of establishing the profile?
- How do you determine that the methods, rigour and definition for the measurements is equal in any of your sample organizations?
- [I can't count] How do you know that the historical data is relevant now or in the future?
What would be the quality of data your organization could provide to such survey? Perhaps most organizations could do little better.
I could add that if you find such a survey, you might want to know also about its quality and methods, and whether the perpetrators have any vested interest in a particular outcome. _________________ "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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