| View previous topic :: View next topic |
| Author |
Message |
VascoLSN
Newbie
Joined: Mar 04, 2011
Posts: 2
|
 Posted: Fri Mar 04, 2011 9:37 pm Post subject: How many people? |
 |
|
Hi,
I wonder if anyone can tell me or point me to where I can find out, how many people should be on a helpdesk that runs from 9am to 5:30pm and at least one person is always present and staff work a 7.5 hour day with flexible lunches?
Thanks |
|
| Back to top |
|
 |
UKVIKING
Senior Itiler
Joined: Sep 16, 2006
Posts: 3118
Location: London, UK
|
| Posted: Fri Mar 04, 2011 11:23 pm Post subject: |
|
|
IT Depends
1 - the relevant law regarding staffing and breaks etc
2 - the relevant volume of tickets that the SD supports
3 - the nubmer of staff that the company wants
There is no 'official' numbers
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
|
| Back to top |
|
|
Bluesman
Itiler
Joined: Mar 19, 2008
Posts: 29
|
| Posted: Mon Mar 07, 2011 9:56 pm Post subject: |
|
|
Other dependencies:
3. how many "lost" calls can your company accept during normal services
4. how many lost calls during major incidents
5. the IT skills in general in the business - are there "superusers" in the various departmenst that take some of the calls?
6. the IT skills (and resoving and escalation skills) of the helpdesk/service desk staff - how does their MTTR score look historically?
7. Most common Incident types..and their MTTR.
...and a lot more, so you need to seriously read up on the matter AND know the company. Staffing a Service desk CAN be a purely mathematical exercise, but very rarely is.
/R
_________________
---------------- bragging line -----------------
V2 Combined Practitioner (service support)
Problem Mgr |
|
| Back to top |
|
|
VascoLSN
Newbie
Joined: Mar 04, 2011
Posts: 2
|
| Posted: Tue Mar 08, 2011 2:53 am Post subject: |
|
|
OK thanks for that. I was hoping you would just say something like 4  |
|
| Back to top |
|
|
LizGallacher
Senior Itiler
Joined: Aug 31, 2005
Posts: 545
Location: UK
|
| Posted: Tue Mar 08, 2011 3:10 am Post subject: |
|
|
You could try googling Noel Bruton - he provides some formulas that help you with these calculations
_________________
Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance |
|
| Back to top |
|
|
BorisBear
Senior Itiler
Joined: Mar 10, 2008
Posts: 402
Location: Sunderland
|
| Posted: Wed Mar 09, 2011 2:35 am Post subject: |
|
|
| VascoLSN wrote: | | OK thanks for that. I was hoping you would just say something like 4 |
Go for 5.....that's my lucky number.
Either that or get yourself an Erlang calculator |
|
| Back to top |
|
|
|
Forum FAQ
Search
Usergroups
Profile
Log in to check your private messages
Log in
