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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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9.2. Resource Model

The resource model combines the work packages and job descriptions to provide an approach to estimate the number of people needed to support customer requests. To develop the resource model we used a spreadsheet. The work packages from the service model make up the rows, and the job titles from the job description make up the columns. In addition to the job titles, there are several new columns added to aid in estimating the hours for each work package.

  • Scheduled or On Demand

  • Offered Time

  • Skill Set

  • Frequency

  • Unit of Measure

9.2.1. Scheduled or On Demand

Scheduled or On Demand is a determination of when the service is performed. A scheduled service would be a work package that is performed on an ongoing basis. Server monitoring ...

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