S&B Corporation is a sizeable company maintaining 4000 employees. Their IT department consists of 50 personnel to support all users. The IT Support Staff is understaffed and overworked. Company personnel continuously complain about delays in support. Average response times to a single user non-critical request can take up to 80 hours to complete, leaving users incapable of achieving their daily workloads. Critical response rates affecting entire departments can take up to 72 hours to complete