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ITIL :: View topic - Support Staff to Supported User Ratio
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Support Staff to Supported User Ratio

 
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blamblam
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Joined: Jan 16, 2005
Posts: 37
Location: New Zealand

PostPosted: Tue Feb 01, 2005 9:19 am    Post subject: Support Staff to Supported User Ratio Reply with quote

What do you perceive to be an acceptable ratio for Service Desk Support Staff to Supported User ratio.

I know this can be a loaded question as it depends on what duties they have to perform. If we qualify it as FPOC for all Incident Management, Problem Management and Change Management, i.e.

* registering and managing through to resolution all Incidents,
* registering Problems (Problem RCA is performed by a dedicated team)
* regsitration of all RFCs, performing of Standard Changes where responsibility has been delegated.

What are your thoughts?
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