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: ZellaPedl
New Today: 67
New Yesterday: 97
Overall: 141319

People Online:
Visitors: 63
Members: 0
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 - How does one determine the optimal number personell?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

How does one determine the optimal number personell?

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


Joined: Jun 11, 2005
Posts: 1

PostPosted: Mon Jun 13, 2005 3:56 am    Post subject: How does one determine the optimal number personell? Reply with quote

Hi There!

I have 750 users located in 8 branch offices. Currently we have two service technicians receiving calls. The number of incidents never seem to reduce, but stay at a constant level or increase.

Are we understaffed? How does one go about determinig the optimal number of support staff that sit at the service desk? Is there a rule of thumb for this?

Cheers!

Janam
Back to top
View user's profile
Peter
Guest





PostPosted: Wed Jun 15, 2005 3:22 am    Post subject: Reply with quote

There are several factors involved here. What I recomend you do is establish Service Level Agreements that your business thinks it needs to run the organization and then staff to meet these SLA's. THere are a range of tools that can help you. For the Phone support staff you can use a staff scheduling tool, google Erlang C
Back to top
javierarcal
Senior Itiler


Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain

PostPosted: Wed Jun 15, 2005 4:13 am    Post subject: Free erlang calculation Reply with quote

You can find a freeware version of erlang at 3w.erlang.org
Back to top
View user's profile Send e-mail
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.