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.

 

Research IT response rates and end-user training, then form a presentation on how this can be improved.

 

Use a presentation and address the following:

1. Can the current IT personnel 50 address work requests for the number of employees within the company?
2. What might be some end-user gaps in training and support delivery based on your research?
3. What can the company do to improve response times and reduce the amount of work orders?