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Tickets per Technician per Month is a Desktop Support metric.  As the name suggests, Tickets per Technician per Month is simply the total number of monthly tickets logged by desktop support divided by the number of technicians working in desktop support.

For purposes of this discussion it is important to remember that desktop support tickets are comprised of both incidents and service requests.  An Incident is typically unplanned work that requires the assistance of an on-site technician to resolve.  Common examples include a desktop or laptop computer break/fix, a printer or server failure, connectivity problems, or any other issue that cannot be resolved remotely by the Level 1 Service Desk.  By contrast, most Service Requests represent planned work.  Among the most common Service Requests are Move’s/Add’s/Change’s, hardware refresh/replacement, and device upgrades.  Tickets represent the sum of all Incidents and Service Requests, as illustrated in Figure 1 below.

Figure 1:  Tickets, Incidents and Service Requests

Figure 1 Tickets, Incidents and Service Requests

Why it’s Important

Tickets are the primary unit of work in desktop support.  As such, ticket volume will drive the headcount of technicians needed by an organization.  A common misperception in desktop support is that the user population alone will define the number of technicians needed.  This approach wrongly assumes that the ratio of desktop support technicians to the number of users is fixed.  For example, 12.5 desktop support technicians are needed for every 1,000 users.  The error in this approach is that no two user populations have the same needs, and therefore no two user populations generate the same workload.  As such, staffing decisions in desktop support should be based upon workload, not user population.  With this in mind, it is easy to see why two organizations with exactly the same headcount may require very different staffing levels for desktop support.

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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