Service desk Staff Count

[sherry]

We have about 1800 IT users in our company and 2 SD executives.On an avergae our SD receives 40-45 calls per day and about 30-45 mails for enquiry of status & for logging new calls.SD takes on an average 5 minuites for simple logging and 15-20 max for those including logging calls and providing resolution depending on the issue category.SD also does L1 application support.
At times the call volume is really high that they are not able to answer calls nor respond to mails on time.
At present from a service delivery point of view to ensure quality support and SLA stats i beleieve we need atleast 3 dedicated SD excecutives and 1 L1 application support person.I have arrived at this conclusion by observing the half hourly call pattern and call volume/resolution per day.

Could any one help me please if my thoughts are right?

[Mark-OLoughlin]

Hi,

I guess you wont know if this is the magic number until you put those resources in place. There is an option to use contractors to fill those roles that you estimate for a short period of time to evaluate if they can fill the need. If you can just about reach your targets then the numbers may apear correct. if you exceed the tagrets easily you have estimated too many. It is always difficult to anser such a question based on just numbers - you now have made youe estimate notw add the bodies - if you can't get full funding for all on a temporary basis then get who you can and baseline again and see how the numbers are affected for better or for worse.

Using contractors initially will allow you to let some go if your estimates are too high and maybe hire some on a full time basis if you want to keep them.
_________________
Mark O'Loughlin
ITSM / ITIL Consultant

[sherry]

Hi Mark

THanks for the reply.

We have this service desk already in place and functional with two people.Prior it was three 3 plus 2 for L1, now it has been downsized as the support is being rendered by outsourcing.
Now our buisness is expanding and the SD is kind of overloaded.Hence to help them arrive an a realistic headcount to acheive quality service, i need a suggestion for any calculating tool or method for the same.

[Mark-OLoughlin]

Hi,

I don't think that there is a magic tool that can calaulate this for you. As for method I have provided one feasable method for dealing with the situation. It comes down to the math(s)

You have to estimate the effort required to get you back to normal against the effort one perosn can provide in a given day and work from there.

i think you have done this ... "At present from a service delivery point of view to ensure quality support and SLA stats i beleieve we need atleast 3 dedicated SD excecutives and 1 L1 application support person"

So you have done the math(s) not the next thing is to see how close to reality this is - but trying it out with people. If you are looking fro some method or tool to back up your findings to management for budget / resources I don't think you will fond one other that the effort required against resource capability per day (or something similar).
_________________
Mark O'Loughlin
ITSM / ITIL Consultant

[sherry]

Hi Mark,
Thanks for your input.i will do as per the hint i got and will get back .

[erfo02]

One way of doing this is to divide the team into two parts. The first part is responsible for availability and solving those issues that are very quick (<5 mins such as passwords etc). The rest will be dispatched to backoffice. In this way you will make sure that users gets a reply which is the basic requirement for a SD.
The other part (backoffice) will pick up the issues that was not solved within frontoffice and call the users. These are responsible for solutionrate in your service desk

Frontoffice should be able to solve between 60-70% of your incoming calls and Backoffice an additional 10-15%. The rest will be escalated (functional escalation) to 2nd line units but still the responsibility stays with the Service desk of course.
_________________
Eric Fogelstrom
Founder/CEO CompITIL
ITIL Service Manager

[erfo02]

Maybe I also should add that I was more or less answering another question If you need help with calculating resources that according to incoming calls and issues I will of course assist you.

Please PM me and we can have this discussion off-line
_________________
Eric Fogelstrom
Founder/CEO CompITIL
ITIL Service Manager

[sherry]

Hi,

Thanks a lot for your help. please share your mail id if you could

[erfo02]

Sorry for not replying earlier. You can just send me an email using my first name.lastname@compitil.se.