Service Desk and Service Management
Received: 28 February 2024
This FOI relates to the numbers of Service Desk and Service Management Staff in your council's IT department . For this FOI Service Desk and Service Management Staff includes 1st and 2nd line service support staff and staff directly employed in service management roles such as change management, ticket management, incident management, capturing IT Service Management (ITSM) metrics and data, and ITSM tool/application development. 1.As a percentage of your entire IT staff, how many are Service Desk and Service Management Staff? 2.How many end users are supported by each Service Desk and Service Management FTE (or what is your ratio of Service Desk and Service Management staff FTE to end user FTE). 3.Expressed as a percentages, how many of your Service Desk and Service Management Staff are insourced and how many outsourced. 4.Expressed as a percentages, how many of your Service Desk and Service Management are permanent and how many temporary staff/agency.
Outcome / Documents
- Response (all information to be supplied) - application/pdf - Download