9.7 Application Server Support

9.7 Application Server Support

Sched or On Dmnd  

The "O/D" indicator states that this work package is slated to be performed on demand. Tasks in this work package are usually requested by the developers, DBAs, and customers to be performed at a certain time. The requests are based on their project schedule.


These tasks can be performed during normal working hours and need the assistance of the requester to be completed, which is usually between the hours of 8 a.m. and 5 p.m. when the customers are at work. Although some requests may be performed during off-hours, a determination was made to offer this work package 8 — 5, since the majority of it can be completed M “F, 8 “5.

Skill Set  

The tasks represented in this work package vary in responsibility skill level. At times you may want a Sr. SA to perform an upgrade of software that is mission critical, but you may allow a Jr. SA to perform a software upgrade on a test server for the experience. A Jr. SA should easily accomplish tasks such as job monitoring and tape mounts. Because of the wide range of skill sets, we slotted this skill set for an Intermediate SA, shown as SA.


We set the frequency at 260 days. Because of the large number of servers being supported (greater than 50), we determined that requests for support on these tasks would happen on a daily basis. If we had the same number of servers (less than 25), we might have determined the frequency and UOM based on the number of servers.


Because of the large number of servers and the random on-demand type of requests for support of these tasks, we determined that days would best fit as a unit of measure. It would be much easier to estimate how many hours a day might be required to complete this work package, then estimate by the number of servers.

SA Effort Hrs/UOM  

An estimate of nine hours a day would be required to support this work package. This was based on the large amount of servers and customers (developers, DBAs, and end customers) being supported.

Total SA  

This is a calculation of the frequency column (260) times the SA Effort Hrs column (9) that equals 2340 hours. This is the estimate of the total hours per year that we projected would be spent on this work package.

In summary, the end result of the resource model is to estimate the number of hours needed to support work packages. The columns ”Schedule or On Demand, Offered, Skill Set, Frequency, and Unit of Measure ”are there to help you derive an estimate. After using this tool and arriving at an estimate, you need to "stand back" and place a mental check on the results as a sanity check. If the estimate seems low or high based on your knowledge of the environment being supported, it probably is. Go back into the resource model and make adjustments until it feels right. The resource model is a tool to help justify the work effort needed to support the customers. It also helps in determining the number and type of resources required, that is, one Jr. DBA, three intermediate DBAs, and two Sr. DBAs. You should review the resource model on a periodic basis and make changes based on new information.

IT Services Costs, Metrics, Benchmarking and Marketing
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93

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