<ul><li>Increasing the ratio of service desk agents to employees has little effect on average incident resolution time.</li><li>Data shows the more incidents each agent handles, the faster they tend to fix them.</li><li>The cause for this could stem from Parkinson’s Law, which can slow work completion when more time is allotted for a task.</li><li>Protecting employees against burnout is a major concern for service desk managers.</li><li>Gallup’s State of the Global Workplace Report 2023 says burnout drains upwards of $8,900 billion in global GDP.</li><li>ITSM automation is a powerful tool against burnout by tackling repetitive tasks.</li><li>The report revealed automation can reduce average ticket resolution time by over three hours and cut missed service-level agreements (SLAs) in half.</li><li>Organizations utilizing fewer agents invested in KB articles to encourage independent problem-solving among staff.</li><li>Investing in refining processes may yield better results than simply hiring more agents for struggling ITSM workloads.</li><li>The modern service desk solution has AI features designed to maximize productivity and accelerate resolution times.</li></ul>

More Service Desk Agents Aren’t the Answer

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