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    ITIL Capacity Planning Template

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    ketan156
    The document reports a major problem with desk phones at a company. Employees have experienced frequent hang-ups, no dial tones, and call drops when transferring. The issue is caused by the telephone directory being misaligned and unable to handle the current call volume. The proposed solution is to upgrade the directory to one that can support 200 simultaneous calls at a cost of $12,300, with future upgrades costing $1,800. The expected outcome is that all reported phone issues will be resolved. The lesson learned is to periodically check administrative equipment can support growing employee numbers.

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    ITIL Capacity Planning Template

    Uploaded by

    ketan156
    15 views2 pages
    The document reports a major problem with desk phones at a company. Employees have experienced frequent hang-ups, no dial tones, and call drops when transferring. The issue is caused by the telephone directory being misaligned and unable to handle the current call volume. The proposed solution is to upgrade the directory to one that can support 200 simultaneous calls at a cost of $12,300, with future upgrades costing $1,800. The expected outcome is that all reported phone issues will be resolved. The lesson learned is to periodically check administrative equipment can support growing employee numbers.

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    The document reports a major problem with desk phones at a company. Employees have experienced frequent hang-ups, no dial tones, and call drops when transferring. The issue is caused by the telephone directory being misaligned and unable to handle the current call volume. The proposed solution is to upgrade the directory to one that can support 200 simultaneous calls at a cost of $12,300, with future upgrades costing $1,800. The expected outcome is that all reported phone issues will be resolved. The lesson learned is to periodically check administrative equipment can support growing employee numbers.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    15 views2 pages

    ITIL Capacity Planning Template

    Uploaded by

    ketan156
    The document reports a major problem with desk phones at a company. Employees have experienced frequent hang-ups, no dial tones, and call drops when transferring. The issue is caused by the telephone directory being misaligned and unable to handle the current call volume. The proposed solution is to upgrade the directory to one that can support 200 simultaneous calls at a cost of $12,300, with future upgrades costing $1,800. The expected outcome is that all reported phone issues will be resolved. The lesson learned is to periodically check administrative equipment can support growing employee numbers.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 2

    <Logo> <Company Name> Normal

    Major Problem Report

    Organization:
    Department:
    Section: Sheet: 1 of 2

    Basic Problem Information

    Problem Report Problem


    29-Jan-2018 High1
    Issue Date: Priority

    Issued By: Tamara Agafonov Position: Chief Service Desk Specialist

    Frequent hang-ups on desk-phones (12 users in 1 week), No dial tone


    Problems
    on desk-phone (9 users in 1 week), Call ended when tried to transfer a
    Reported
    call to another line (3 users in 1 week)

    Description of the The telephone directory is misaligned and the wiring isn’t equipped to
    Problem handle the current volume of calls

    Upgrade the current directory to one which is capable of handling 200


    simultaneous calls (currently the peak number of calls is 127). This
    Proposed Solution
    solution will cost $12,300, and any future upgrades to double the
    capacity will cost $1,800 each

    We expect all of the incidents reported to dissipate once the new


    Expected Outcome
    directory has been installed

    Periodically check the administrative equipment to ascertain whether


    they are equipped to handle the growing number of employees. This
    Lesson(s) Learned includes, but is not limited to, the E-mail server, the lunch ordering
    website, The cell-phone coverage plan, the car leasing program and
    the employee benefit internal website.

    Once every 6 months, or each time the company grows to twice its
    Frequency of Use
    former number of employees (whichever comes first)

    Problem Category Desk-phone directory, hang-ups, no dial tone

    1
    A major problem in an important (but not critical) office tool

    Document No: Sheet: 1 of 2


    Revision No: Issue Date: xx-xxx-xx
    Major Problem Report

    Authorization

    Reviewed By: Sheila Dobrowolski Position:

    Decision: I’m happy to hear that the problem was detected and that the solution is within our yearly
    budget. The solution offer is approved, and the timeline needs to be 2 weeks from today (30-Jan)

    Review Date: 30-January-2018 Signature:

    Document No: Sheet: 2 of 2


    Revision No: Issue Date: xx-xxx-xx

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