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ITIL :: View topic - How to measure the Staff utlization Percentage of a Service
Rajadurai Newbie Joined: May 14, 2008 Posts: 1 Location: Chennai, India
Posted: Thu May 15, 2008 12:45 am Post subject: How to measure the Staff utlization Percentage of a Service
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 ?
UrgentJensen Senior Itiler Joined: Feb 23, 2005 Posts: 458 Location: London
Posted: Thu May 15, 2008 1:06 am Post subject:
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.
UJ _________________ Did I just say that out loud?
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