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ITIL :: View topic - Incident volume v Staff Numbers
Posted: Wed Feb 13, 2008 10:08 pm Post subject: Incident volume v Staff Numbers
I am the Service Desk Manager on a site with 1500 users logging about 80 incidents per day. What would the average amount of staff on the service desk to Incidents be?
Should one member be able to deal with 10 incidents per day or more?
the incidents take up to an hour at a time to fix.
How many Service Desk staff should i have on the team?
if incidents take up to 1 hour to deal with and you have one user deal with 10 that = 10 hours of work + additional break time. How does that compare with local labour laws.
Take the estimated number of calls per day / week
Get the estimated time required to deal with these calls - then think of the following if that time is high like 1 hour - if you want to reduce the time you need to set up level 1 to just take calls and speand say 10-15 minutes trying a 1st time fix and then after that they escalate the call to level 2 ang get onto the next call.
Then do the maths. Level 1 should not be spending up to 1 hour on incidents. Level 2 support should. Now you need to calculate how many you need on level 1 and level 2 which are 2 different requirements. Do you have any historical data to use? _________________ Mark O'Loughlin
ITSM / ITIL Consultant
This is excellent stuff. I have a couple of years worth of data that i can trawl through. I have been in the job for only a few days and immediately i can see there are not enough staff but i need a way to quantify this with senior IT Managers.
I am working with group that deals with at least 30 tickets a day(10% customer tickets and 90% event generated tickets) at level 2 support. What's your opinion on this?
Mark-OLoughlin wrote:
Hi,
if incidents take up to 1 hour to deal with and you have one user deal with 10 that = 10 hours of work + additional break time. How does that compare with local labour laws.
Take the estimated number of calls per day / week
Get the estimated time required to deal with these calls - then think of the following if that time is high like 1 hour - if you want to reduce the time you need to set up level 1 to just take calls and speand say 10-15 minutes trying a 1st time fix and then after that they escalate the call to level 2 ang get onto the next call.
Then do the maths. Level 1 should not be spending up to 1 hour on incidents. Level 2 support should. Now you need to calculate how many you need on level 1 and level 2 which are 2 different requirements. Do you have any historical data to use?
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