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Production Changes Impacting Help Desks

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by tracy thompson

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Is anyone aware of or possibly created a "formula" which calculates the LOE associated with post-production environment changes?

I'm specifically interested with projects/changes that result in problems which are then reported to an IT Help Desk.
My goal is anticipating "industry standard" costs and efforts required by the IT Help Desk when these events occur.

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by oldefar

There isn't a standard figure because of the many variables.

What can work is an analysis of issues during the pilot phase of the new system. The issues will be either system issues or user training issues.

For system issues, you can calculatethe effort times sites with a curve that should approach zero by the fifth sight implemented.

For user issues, you can calculate a time to user count ratio and carry it through for the implementation duration. Adjust for the skills of the pilot group versus average skills across the user community, or use a pilot group with weakest skill set.

The key thing is to get this analysis included as part of the pilot instead of being left to chance. You seem to be headed in the right direction for this.

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