Balakrishnan August 26, 2013 11:51 pm

65 to 1 ratio? Based on what statistics? Does that ratio relsut in a staff that is always busy with no down time to refresh, learn new skills, etc?Is anyone in IT triaging the requests? Are they being assigned correctly? Is the staff properly trained to provide support? Have the end-users been properly trained in order to reduce the number of support calls that do not actually require IT attention?