Posted: Mon Apr 02, 2007 11:41 pm Post subject: ITIL Category - Full time equivalent split up..
Could someone share the strategy used while spliting up a full time equivalent's time towards each of the ITIL category?
In the above when I say ITIL Category I refer Incident Management, Problem Management, Capacity planning, Performance management, configuration management (including Change/Release management), SLA Management.
I planned to have split up as follows for the Backup support service:
Joined: Sep 16, 2006 Posts: 3190 Location: London, UK
Posted: Fri Apr 06, 2007 11:35 pm Post subject:
If you have a 1 person team.. then they will spend most of their FTE hours on Incident mgmt and incident mgmt only.
What I dont see is change mgmt
If you have a service desk/help desk/noc... you will have 1-4 people answering phones/emails/writing ticket in the system.....
then you will have 1 - n people in each it environment you support - microsoft desktop, linux desktop, mac desktop..... then the back end stuff... operating system - unix, linux, mainframe, microsoft.... then the application layer - messaging -exchange, lotus notes, etc; web services - IIS, apache, etc....; databases - SQL, mySQL, ORACLE.. etc
Or you could have 1 person who does it all badly.... _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Why are you doing this?
How many hats do you want this person to wear? If your shop is that small that you have to divide up your FTE - why bother?
Thanks for your reply.
Apologies for the confusion. Actually I would use this split up and see how my bigger size team should work. For example, if my FTE split up says 10% for one ITIL category then in my 100 member team I will have 10 FTE under that particular category. Basically I am trying to get an idea on how much % of my team would need to work under each category....Hope this clarifies you.
After posting it I realized that there can't be any specific % to each category as it would purely depends upon the nature of business I run.
If anyone has got some opinion you could still post your comments. Thanks in advance.
I understood your valid points.
However, here I am not looking at the business from the holistic perspective.Service Desk will be provided separetly than my team.
My team would spend most of the time in other activities that can be categoried as said in your example.
You really can't pre-define how much time your team is going to work in different process area like this for several reasons.
First of all, because your goal should be responsiveness to business needs, which may vary. What will you do when something crashes and burn and you won't fix it because you're in your 10% Release Mgt.
Secondly, because your processes must blend in your operations, and activities like reporting are essential although they should really be vertically organized to be efficient.
Finally, and I'll stop there for the sake of this discussion, you cannot rely on any of our opinion because your needs are going to be different than others, the maturity of your processes will determine how much more time you will spend on the less organized ones, etc.
If I were you, I would simply evaluate my needs in terms of time, based on experience and projections.
I hope this helps. _________________ BR,
Technology Consulting | Service Excellence
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