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Chapter 9. Resource and Cost Model - Pg. 65

65 Chapter 9. Resource and Cost Model Introduction Chapter 6 showed us how to develop the service model based on the creation of work packages that support the services being requested from customers. In Chapter 8 we developed job descrip- tions, which were aligned to the work packages in the service model. Chapter 9 centers around the resource model, which combines the work packages and job descriptions to provide an approach to estimate the number of people needed to support customer requests. It also helps in determining the number and type of resources required; that is, one Jr. DBA, three intermediate DBAs, and two Sr. DBAs. The end result of the resource model is to estimate the number of hours needed to support work packages. The model helps justify the work effort needed to support the customers. From the resource model we feed the information into a cost model to estimate the labor cost associated with the service model. 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 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 and database monitoring are examples of scheduled services because they must be performed periodically with- out being requested by the customer. Server installation and software installation are examples of on-demand services. The ISD organization would only perform these services when requested by the customer. Offered Time Offered Time is a determination of the time period the service is offered. Most ISD organizations are 24 hours by seven days (24 × 7) operations. But not all services are performed anytime, every day of the week. Many services are dependent on customers being available to assist in the request. There are two time periods used in the resource model: 24 × 7 and 8 × 5 (eight hours, Monday­