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Archive for June, 2010

Robert HalfIn a presentation entitled “Staffing Strategies for the 21stCentury” by Katherine Spencer Lee, Executive Director at Robert Half Technology (September 18, 2008), the following IT staffing metrics were presented:

A Robert Half Technology* survey asked 1,400 CIOs to compare …
Actual versus ideal ratio of internal end-users to technical support employees at their company

  • Mean response for Actual was 136:1
  • Mean response for Ideal was 82:1

Technical Support Center staffs are 40 percent smaller, on average, than optimal.

Mobile vs Static staffing ratios:

  • There is a baseline ratio around 90 customers per analyst.
  • Technical and mobile user bases earn a lower ratio due to higher complexity (1:80-110)
  • Fewer analysts required for non-technical and static users (1:120-160)

Organizational goals should help set staffing levels:

  1. Compete at the cutting edge of innovation (25:1 to 50:1)
  2. Compete on full service and overall value (60:1 t0 100:1)
  3. Compete on thin cost margin and scalability (125:1 to 200:1)

A complete copy of the Robert Half presentation can be found here.

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PinkA laundry list of sample metrics for IT processes was developed by Pink Elephant.  This document provides a detailed list of over one hundred metrics for the Service Desk and each of the ten ITIL support and delivery processes.  The list includes ITIL metrics for:

  • Configuration Management
  • Problem Management
  • Change Management
  • Service Delivery Processes
  • Capacity Management
  • IT Service Continuity Management
  • Financial Management
  • Service Level Management
  • Incident Management

Click here to download the complete “Laundry List of ITIL Metrics”.

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javascript benchmarkAccording to benchmark tests performed by Stephen Shankland of CNet News, Google’s Chrome outperforms Firefox, MS Internet Explorer and Safari on the five subtests of JavaScript performance.   The five Javascript benchmarks used in the study were:

• Richards: OS kernel simulation benchmark, originally written in BCPL by Martin Richards (539 lines).

• DeltaBlue: One-way constraint solver, originally written in Smalltalk by John Maloney and Mario Wolczko (880 lines).

• Crypto: Encryption and decryption benchmark based on code by Tom Wu (1,689 lines).

• RayTrace: Ray tracer benchmark based on code by Adam Burmister (3,418 lines).

• EarleyBoyer: Classic Scheme benchmarks, translated to JavaScript by Florian Loitsch’s Scheme2Js compiler (4,682 lines).

The complete test can be found: http://news.cnet.com/8301-1001_3-10030888-92.html?tag=mncol

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