Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: RMonds
New Today: 66
New Yesterday: 88
Overall: 139967

People Online:
Visitors: 60
Members: 3
Total: 63 .

Languages
Select Interface Language:


Major ITIL Portals
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

Related Resources
Service related resources
Service Level Agreement
Outsourcing

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 - Bench mark number of the service desk call volume
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Bench mark number of the service desk call volume

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
airflying
Newbie
Newbie


Joined: Nov 16, 2007
Posts: 6

PostPosted: Wed Jun 18, 2008 7:05 pm    Post subject: Bench mark number of the service desk call volume Reply with quote

Hi there,

I am setting up a service desk and need to estimated the resource for it. So i wonder if there is any reference number of how many calls/month a service desk agent received.

Thanks
Andrew
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3293
Location: London, UK

PostPosted: Wed Jun 18, 2008 7:11 pm    Post subject: Reply with quote

It depends

The following criteria would impact the # of tickets per SD

how big is the company
how many applications
the purpose of the SD etc

HDI may have stats ...

In addition, is the SD a 24x7 or a 12 hour or 8 hour desk

you would need at least 3 people per 8 shift

2 is the minimum for Health & Safety (UK)
1 for either team lead or spare
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
UrgentJensen
Senior Itiler


Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Wed Jun 18, 2008 7:20 pm    Post subject: Reply with quote

I'd say a minimum ot 3.2 and maximum of 5.6. Except on wednesdays and Fridays when you don't want to have an odd number of staff.

UJ
_________________
Did I just say that out loud?

(Beige badge)
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Jun 18, 2008 7:21 pm    Post subject: Reply with quote

Hi,

There is already at least one thread with detailed discussions of resourcing a service desk. If you read those, perhaps you could ask a more focussed question so that it is possible to give some kind of meaningful response.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3293
Location: London, UK

PostPosted: Wed Jun 18, 2008 8:39 pm    Post subject: Reply with quote

Meaningful responses ?

Why should any one expect meaningful responses?

It is not like we started back with the discussion on

SD with Scouse or Geordie accents
SD staffing using Scottish terriers, chichihuahua or chipmunks
or the the Sixth Book






Aka The Dark Lord of the Si(x)th
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
m_croon
Senior Itiler


Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Wed Jun 18, 2008 11:36 pm    Post subject: Reply with quote

I thought we were clear about the chichihuahua?
Back to top
View user's profile Visit poster's website
ozz
Itiler


Joined: Apr 02, 2006
Posts: 40

PostPosted: Thu Jun 19, 2008 5:28 am    Post subject: Reply with quote

search for erlang and lokad the first result will describe the what erlang is and provides a spreadsheet to help you calculate your service desk staffing numbers..

oz
Back to top
View user's profile
dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Thu Jun 19, 2008 3:03 pm    Post subject: Reply with quote

ozz wrote:
search for erlang and lokad the first result will describe the what erlang is and provides a spreadsheet to help you calculate your service desk staffing numbers..

oz


I download a tool that does Erlang B and C at a very basic level for free in my five day course deliveries. It's called ccModeler (Google is your friend) and does the basic Erlang calculations without having to pay. To get additional functionality such as graphing or doing time based volume modeling, you need to pay for it. Not an advertisement for this tool, just something I show my students on what the Erlang calculation can do.
Back to top
View user's profile
ozz
Itiler


Joined: Apr 02, 2006
Posts: 40

PostPosted: Thu Jun 19, 2008 10:47 pm    Post subject: Reply with quote

What is important to understand is the the Erlang thingy is just another tool. I In a perfect world the service desk would be overstaffed just a tad , the real would says it will be understaffed and during the "getting to steady state" portion of the rollout you can tune the staffing needs..

oz
_________________
Ozzie Sutcliffe

NYC
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
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

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.