An appropriately skilled workforce is a workforce whose competences (capability, experience and capacity) are aligned with the current services required and ideally has the potential to meet future planned service requirements. To have increased control over resources, it is often desirable to deliver some of the capacity and capabilities with in-house staff whereas other capacity and capabilities might be acquired through outsourcing or cosourcing through vendors.

Data centers should be customer focused. Based on the services offered in the service catalogue and committed service levels, as per the agreed SLAs, the organization should analyse the capacity and capability requirements for the workforce resources. These resource requirements should be described in the skills and resource matrix. The combination of these matrices will allow the organization to plan for the staff capacity and capabilities as well as to decide on which type of resource(s) need to be developed in-house (training of existing staff and/or hiring new staff) and which to be outsourced.