Are there any statistics re: the number of Helpdesk calls to plan for in a low, medium, high impact project?
Joseph SivoliEnterprise Program Manager| FISOrlando, Fl, United States
We are doing a back-end Exchange Upgrade (not touching the outlook client.) I am struggling with numbers to plan for how many Help Desk calls we may generate. I would prefer not to guess and see if I can refer to another's research or statistics as a guideline. However, I have not been able to find any to date. Wondering if anyone else out there knows of a "rule of thumb" or ? Saving Changes...
Not exactly an Exchange uprade but we were implementing a software package that depended on Exchange. Though the software worked flawlessly, we found about 10% of the remote installs didn't work properly causing calls to HelpDesk almost every time. So my rule of thumb now is to always count on a minimum of 10% of the affected users calling in with install issues if doing a remote install.
Though I've not personally been involved in an Exchange upgrade, other folks I know say it depends on the changes taking place. Minor patches versus release level upgrades. One thing is for sure, Exchange itself won't be your problem but systems feeding and/or working with Exchange will be the weak spots. How about your email surveillance systems? How about all those batch processes generating email from automation? Just some things to consider. Saving Changes...
Joseph SivoliEnterprise Program Manager| FISOrlando, Fl, United States
Thanks Harold! We ended up using a 20% call in assumption for 15 min each to start. For us, it ended up meaning about 4 extra Help Desk FTE's to assist during the upgrade. We are moving the mailboxes in the background (in theory less impactful to our clients) and then focusing on pulling in all thier local .PST files afterwards (more impactful.) Saving Changes...
