Staffing

[thomast]

Can anyone give me some Staffing Requirements for ServiceCenter???



Developers???

System Admin??

Knowledge??



With EA we had 5 Developers

1 System Admin

2 Knowledge people



Looking to see what other companies have done to support ServiceCenter..



Thanks

Tom...



Here are some Answers to questions that have been asked to let me know about Staffing..



1. What's the peak number of active users on an average day?



Right now about 250+ expected to go up...



2. Which ServiceCenter applications are being used?

Incident/problem to start adding change



3. How long have your been using ServiceCenter by application?



putting in this year, replacing TSD



4. Do you have a RAD license, and if so, how much RAD programming is being done?



NO



5. How many different assignment groups are supported?



300+



6. How many tickets are being opened during an average month?



not sure will have to look

7. Do you support an internal help desk, external help desk, or both?

internal and external

[tommy]

Following installation is supported by 4 SC developers/ Admins + 1 full time for reporting.

From time to time we also make use of 1 sometimes 2 external consultants.





1. What's the peak number of active users on an average day?



Approx 70-80 floating users. Expected to increase.



2. Which ServiceCenter applications are being used?



Service Management, Problem Management and Change Management



3. How long have your been using ServiceCenter by application?



2,5 year, starting with SC2.1 on unix, currently SC3SP3 on mvs. Later this year 4.x on unix.



4. Do you have a RAD license, and if so, how much RAD programming is being done?



NO



5. How many different assignment groups are supported?



approx 120-140



6. How many tickets are being opened during an average month?



approx 22.000 calls and approx 5000 problems



7. Do you support an internal help desk, external help desk, or both?



Internal with 32 agents in CPH + 8 in USA + 4 in TYO, some on daytime and some 24/7.

[thomast]

Why do you have Developers/Sys admins???

[tommy]

thomast wrote:

Why do you have Developers/Sys admins???

Because we do our own cusomization of servicecenter? I am not quite sure I understand your question.

[thomast]

Well,



With EA we have 1 sysadmin and 5 developers



With SC we are trying to figure out the Staffing



So you are Saying that the Sysadmin does the tailoring???



Our Developers are saying that they need to do the tailoring..



Questions..Questions...

[tommy]

Maybe we should define what we see in the different roles.



In our setup I don't see any difference between Sysadmin and developer. The 4 four people that work with sc all do the same tailoring in sc and support our users.



Only few tasks such as create new users, assignment groups and assets has been delegated to other people and and wo not call these peope sysadmins on sc.

[thomast]

Yes that is what I'm looking for..



what the different roles for each person is...



Thanks...

Tom

[thomast]

What are the roles of the SC support groups that you have come across in the past????



Any help??

[tommy]

I only have experience with my own work with SC.



In my company the people that work with SC works with all aspects of SC, that is development, administration, operations etc.



Apart from that we have a function that does all our reporting.