This is the most comprehensive study that I have seen on IT Staffing. It was written by Lon D. Gowen, Ph.D., Lead Systems and Software Engineer at the MITRE Corporation. The paper is entitled “Predicting Staffing Sizes for Maintaining Computer-Networking Infrastructures”. It was published in 2000.
In this paper Gowan presents benchmark data for the “Number of Users Per FTE of CNI Support” for
- Systems Administration
- Help Desk
- Configuration Management
These numbers were observed in both a DoD and a Private sector enviroment. Acutal numbers are presented in the paper and are compared to numbers predicted using a COTS modeling tool.
Full paper available at: Predicting Staffing Levels