Gartner Research

Best Practices for Determining Your IT Service Desk Staffing Ratio

Published: 27 March 2015

ID: G00273465

Analyst(s): Priyanka Ashok, Chris Matchett


It's okay for IT service desk staffing levels to be higher or lower than the industry average and those of other companies. IT service desk managers must improve their IT service desk efficiency by understanding the variables that affect staffing levels in order to determine the right ratio to use.

Table Of Contents
  • Key Challenges



  • Start by Measuring Your IT Service Desk Staffing Ratio Against the Average Number of End-User Contacts
  • Consistently Track Key Variables, Such as Service-Level Expectations
  • Engage in a Benchmarking Study Instead of Quick Comparisons to Industry Averages

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