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Posted: Thu Jan 17, 2008 9:20 pm Post subject: Small Team
Does anyone have experience of Incident management within a Technical Desk with only 2 Analysts available to first time fix and 1 for Problem - (average about 70 calls per day). If so I have a couple of issues that need looking at.
Joined: Sep 16, 2006 Posts: 3118 Location: London, UK
Posted: Fri Jan 18, 2008 12:11 am Post subject:
Why
How is the forum going to solve them ?
Seems to me that you need to talk to your mgmt
What is the expectation on the 70 incidents per day ?
Closure w/in 1 day, week etc ?
Are the incident written up by the 2 analysts and then solved by the same people... if so you arer most likely unnderstaff and if this is an outsource contract then the contract was underpriced or the volume not well defined
when the contract
How many of them could be solved by FAQs pages and KB pages on things _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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