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ITIL :: View topic - How to measure the Staff utlization Percentage of a Service
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How to measure the Staff utlization Percentage of a Service

 
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Rajadurai
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Joined: May 14, 2008
Posts: 1
Location: Chennai, India
PostPosted: Thu May 15, 2008 12:45 am    Post subject: How to measure the Staff utlization Percentage of a Service Reply with quote
Hi

We are running a Global Service Desk with a staff of 23 handling 25000 incidents per month across the globe.
The source of the incidents are Calls, Web and Voice mail.

Its a bit challenge for me to measure the utlization percentage of my staffs.

Can anyone help on this please ?

Regards,
Rajadurai
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UrgentJensen
Senior Itiler


Joined: Feb 23, 2005
Posts: 458
Location: London
PostPosted: Thu May 15, 2008 1:06 am    Post subject: Reply with quote
Hi Rajadurai,

Please search the forums as this type of question has been covered a few times before.

Also contact the Help Desk Institute if you want their methodologies.

Cheers,

UJ
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