Gartner Research

Do You Have the Right IT Service Desk Staffing Ratio?

Published: 19 August 2009

ID: G00170174

Analyst(s): David Coyle, Kris Brittain


IT organizations are under scrutiny to optimize their IT service desk staffing levels. This research explores the variables that affect staffing ratios, and what you can do to improve staffing levels.

Table Of Contents
  • Overview
  • No Magic Staffing Ratios
  • The Largest Staffing Variable Is Contacts per End User to the IT Service Desk
  • Other Variables That Influence IT Service Desk Staffing Ratios
    • Size of the IT Service Desk
    • Service-Level Expectations
    • Process Maturity
    • Average Handle Time
    • Utilization Rate
    • Number of Requests in the Queue
    • Service Offerings

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