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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

HDI - Staffing Ratios for Support: Not the Best Way!

Quite often, HDI gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair question, and one that goes back as far as there have been support centers, but it’s not the right question.  Consider the following scenarios: Organization 1 has 3,500 employees in a highly complex and proprietary technical environment. On average, each employee contacts the support center 10 times per year...More >>

 


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