Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Wed Aug 30, 2006 7:46 am Post subject:
I am not sure what you mean with the first issue:
Number of Configuration Items vs Number of Problem Management Team Development
Regarding the second: this ratio will entirely depend on the nature of the ICT-services supported by the service desk and the maturity of your incident management proces (including monitoring the advance of incident solution over your entire IT dept.). First line desktop support will give a different ratio from second line application management, especially when there is a major incident for instance (desktop mgt: more phonecalls than application management with increased chance of not registering them). If you have your proces streamlined with an active monitoring role for your service desk, there will be less calls about the status of existing (already registered) incidents which will also influence the ratio.
How about your own organisation? Do you have any insight yet in your own ratio? If you don't: why not start measuring right now? ITIL basicly states that you should register every (phone)call, and in some organisations I've adviced, you saw them actually registering every call separately, even when the call was about the status of an earlier (already registered) call. To me, that is not the course to take. If I were you, I'd make sure that you have some way of registering in an existing incident (and change) a 'what is the status of my previously reported incident'call, in a reportable way. That way, you can:
1. get the number of phone calls from your PABX or equivalent
2. get the number of 'unique' calls from your service management tool by counting the number of calls, and
3. get the number of status-questions from the 'reportable' registering mentioned above.
1 / (2+3) should get you a ratio. I guarantee you that if you have this ratio with some historic data, you will be ahead of many companies.
Not entirely an answer to your question, but hope this helps.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum