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ITIL :: View topic - Working Schedule for Service desk
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Working Schedule for Service desk

 
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nsudarshan
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Joined: Nov 14, 2007
Posts: 1

PostPosted: Mon Jul 13, 2009 5:43 pm    Post subject: Working Schedule for Service desk Reply with quote

Hi,
We are developing an Service desk ticketing software tool internally.
The issue that im stuck in formulating the working hours that im supposed to provide the information to Development team who are building this software.

Situation at present
1. Our work timings is 9.00 am to 8.00 PM - Monday through Friday
2.Saturdays and Holidays- 10.30 am to 6.30 PM.


Now I need to calculate SLA in such a way that :
1. Any tickets that is reported after 7.00 PM should be considered for Next day and the SLA should start from Next Business day only.
2. Skeletal staffing will be provided during Saturdays and holidays.

I need a method of calculating the SLA meter to be triggered as per above Specs.
Please help me
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Best Regards
Sudarshan N


" Zeal is alright as a wick. It soon flickers if not fed with oil of devotion."
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3298
Location: London, UK

PostPosted: Mon Jul 13, 2009 7:14 pm    Post subject: Reply with quote

This web site is not a tool development support website

Give your requirements to the your own developers. Hopefully some one on the development staff can

1 - write an algorithm that will determine that
2 - hopefully take into consideration if your hours change

Good luck
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Mon Jul 13, 2009 10:01 pm    Post subject: Reply with quote

I would specify it in a decision table.

More to the point, if you are struggling with the basic specification, how confident can you be that your organization has the capability to develop and maintain this kind of tool to the quality required.
_________________
"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
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