My previous question had disappeared for some unknown reason so I’ll try to repeat it briefly:
There is a guide published by TechRepublic in 2005 that is called “Improving Help Desk Service Levels”. This guideline describes a method of how to calculate the recommended ratio of IT staff to end-users.
I’d like to ask if this method is suitable to get the staff ratio for all types of IT Department activities including services strategy, financial management, new projects, security etc. or is it suitable just for the cases when someone needs to calculate the IT support personnel (incidents, events).
What do you understand by the term “Help Desk Service levels”?
Thanks in advance!
