The formation of a service desk based on information technology
Keywords:
service desk, Erlang C, queuing systems, information technologyAbstract
Today’s organizations depend on information technology services, even if their main tasks are dissimilar. End-users are capable to define their IT service requirements and quality claims which results in the initiation of new services. Problems and incidents used to be solved in an ad-hoc manner and not according to any regime. Streamlined call centers analyze data of incoming calls including key performance indicators. Based on this data the human resource need of the company can be designed, while the efficiency of work exceeds past results which issues in the contentment of users. The distribution of incoming calls is diverse. The service level of a service desk can be enhanced on the grounds of the audit of efficiency indicators. In such queuing systems the average waiting time can be determined by means of the Erlang C formula. Thus the ideal and appropriate number of agents can be stipulated. Nevertheless Erlang C neglect several factors because of which its implementation can be inefficient. I am going to introduce the allocation of important key performance indicators of a call center that significantly influence the service quality, service level and users’ satisfaction.
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