I saw your question and just wished for you that it escapes Borisbear, UKViking and Diarmid. Didn't happen. I kept scrolling and thought you escaped unhurt but I was wrong. To answer your question, you can expect 10,000 calls in one hour if all employees decide to make meery with you. The community would be keen to know ITIL metrics which you have mentioned? You are getting everything wring mate. Try avoidiing this community and hit some books may be. The best would be any historical MI you had for thos 10000.
Nothing personal mate. I have been throught it. Two ways we learn. Easy and hard way. What matters is learning.
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