Staff the Service Desk to Meet Demand – Phases 1-3

Author(s): Natalie Sansone, Allison Kinnaird

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This storyboard will help you measure and track your workload and ticket trends over time to help inform your service desk staffing strategy.

Follow our three-phase methodology to determine your needs and plan your approach:

  1. Define environment and operating model
  2. Determine staffing needs
  3. Interpret data to plan approach

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Staff the Service Desk to Meet Demand

There is no one-size-fits-all ratio of service desk staff to users; base your resourcing on your demand.

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