System and method for determining FTE of integrated network and security operations helpdesk

Network and security operations helpdesk performs incident and problem management for IT components of any enterprise. It includes managing IP (internet protocol) traffic flow management (routing, switching and quality of services implementation), device monitoring (routers, switches, firewalls, intrusion detection systems, and traffic shaping modules/devices.) and security policies (firewall policies, security signatures, routing etc.) management for complete enterprise network. To achieve a 24*7 management, the operation is managed using a helpdesk approach. The document illustrates the system with layered approach of analyzing the tasks performed at helpdesk and method to calculate FTE (Full time equivalence) for the tasks performed at helpdesk.