What is the optimal team size for Level 2 support?

Dear Wiz,
Our level 2 support people seem to manage more than one problem at a time. What is the optimum number of staff?


Dear PuzzledManager,

Optimum Team Size or OTS is a metric calculated from
1. Number of incidents
2. Time
3. User Group
4. Application Tier
5. SLA

You should try to group the incidents based on the resolution time, for example resolved within 1 hour, 2 hour, 4 hour, 8 hour, 16 hour, 40 hour, 80 hour etc.

Clearly you can see now how to derive OTS. It is simple once it is explained, no?

Good luck
The ITIL Wizard

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