Select Interface Language:
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone
Service related resources
Service Level Agreement
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
The Itil Community Forum: Forums
ITIL :: View topic - Number calls monthly Vs Support on site
alguzman Newbie Joined: Feb 12, 2008 Posts: 2
Posted: Tue Feb 19, 2008 9:17 pm Post subject: Number calls monthly Vs Support on site
i have a problem with the SLAs, i think is the number of staff (on site support) i have 5 people for that activity and monthly each one deal 85-100 calls or services.
What is the number of services that staff on site support can deal?
Note: We have 850-900 calls a month.
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3190 Location: London, UK
Posted: Tue Feb 19, 2008 11:08 pm Post subject:
Well no one here wrote your SLAs.
There is no 'standard' / official number of staff to calls ratio
It depends it is a call centre, front line support etc
What you need to do is have the SLA reviewed on a regilar basis and request that the entire SLA process be re-looked at due to the increased number of calls
As to the # of calls, is yoru support 24x7, if so that 1.2 call per hour. That is not a lot of calls. If your support is 12x5, then it is roughly 2.1 calls per hour
Not very high _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
All times are GMT + 10 Hours
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
Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV Site source (c)2003, and is Free Software under the GNU / GPL . All Rights Are Reserved.