Service Management (Desktop, Field Services, Help Desk) Diagnostic and FTE Capacity Analysis

An infrastructure technology services provider required the expertise to review their end-to-end customer delivery chain and identify operational inefficiencies and opportunities for redeployment of full time equivalents (FTE’s).  The organization suffered from a lack communication throughout the customer delivery chain, inconsistent methods of data gathering and analysis and a lack of data driven understanding of the work effort required related to complexity to meet customer demands.  As a result, staffing levels were not optimal.

Service Management (Desktop, Field Services, Help Desk) Diagnostic and FTE Capacity Analysis

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