The document shows the forecasted and actual hours spent on various weekly and monthly recurring service desk activities. For weekly activities, actual hours for incident support and problem/root cause analysis were higher than forecasted, while hours for testing and release in production and reporting were lower. Monthly activities like bank holidays, holidays, and training also saw higher actual hours compared to forecasts. The total monthly hours and full-time employees required were higher than forecasted.

1. Week Activities expressed in hrs Service Desk
forecast actual variance
Incident support 12 8
Problem / Root Cause analysis 8 10
Weekly Recurring Design & Engineering 0 0
Change Management 0 2
activities
Testing 2 4
Release in production 0 2
reporting 16 6
Eandis
monitoring 0 0
configuration management 0 0
subtotal weekly recurring activities 38 32
Monthly Activities expressed in
Days
Recurring
activities
Monthly
Bank holidays 1 8
Holidays 2.5 1
Illness 0.5 0
training 1 8
Projects 3
subtotal monthly recurring activities 5 20
in days
Total monthly days 25.57 37.32
translated in total hours 204.54 298.56
Total FTE's per week (40hrs
workweek)
Translation in FTE's per month
(40hrs workweek)

2. NOC 1st line NOC 2nd line NOC 3rd line Local Intervention DBA / DBE team