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ITIL :: View topic - How many people?
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How many people?

 
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VascoLSN
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Joined: Mar 04, 2011
Posts: 2

PostPosted: Fri Mar 04, 2011 9:37 pm    Post subject: How many people? Reply with quote

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
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3316
Location: London, UK

PostPosted: Fri Mar 04, 2011 11:23 pm    Post subject: Reply with quote

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
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Bluesman
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Joined: Mar 19, 2008
Posts: 29

PostPosted: Mon Mar 07, 2011 9:56 pm    Post subject: Reply with quote

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
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VascoLSN
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Joined: Mar 04, 2011
Posts: 2

PostPosted: Tue Mar 08, 2011 2:53 am    Post subject: Reply with quote

OK thanks for that. I was hoping you would just say something like 4 Smile
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LizGallacher
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Joined: Aug 31, 2005
Posts: 550
Location: UK

PostPosted: Tue Mar 08, 2011 3:10 am    Post subject: Reply with quote

You could try googling Noel Bruton - he provides some formulas that help you with these calculations
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Liz Gallacher,
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BorisBear
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Joined: Mar 10, 2008
Posts: 403
Location: Sunderland

PostPosted: Wed Mar 09, 2011 2:35 am    Post subject: Reply with quote

VascoLSN wrote:
OK thanks for that. I was hoping you would just say something like 4 Smile


Go for 5.....that's my lucky number.

Either that or get yourself an Erlang calculator
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