In 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 [...]
Archive for the ‘tech support’ Category
IT Staffing Benchmark Metrics
Posted in analyst, helpdesk, ITIL, personel, service desk, staffing, tech support, tagged analyst, helpdesk, ITIL, staffing on June 14, 2010 | 1 Comment »
Predicting IT Staffing Sizes
Posted in helpdesk, model, personel, staffing, system admin, tech support, tagged helpdesk, staffing ratio, tech support on April 6, 2010 | Leave a Comment »
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 [...]
Information Technology Operation Benchmarks – University
Posted in budget, helpdesk, personel, servers, staffing, system admin, tech support, Uncategorized, university, tagged benchmark, budget, staffing, university on February 6, 2010 | Leave a Comment »
A “Information Technology Operation Benchmarks Report” created by Nick Ganesan, CIO/Associate Vice-Chancellor for ITTS at Fayetteville State University. The report contains detailed benchmark data for: IT Budget Profile IT Budget per IT User IT Budget as a Percentage of Institutional Budget IT Users to IT Staff ratio IT Staff to Number of PCs – Ratio [...]
IT Staffing Model
Posted in analyst, helpdesk, model, personel, programmer, spreadsheet, staffing, system admin, tech support, tagged spreadsheet, staffing on December 9, 2009 | Leave a Comment »
TechRepublic has provided a spreadsheet model to help you determine the right number of people in your IT shop. In their approach, they focus on one category of staff at a time. In each category, a few key questions are used to focus the analysis: 1. Programmers Is there a separation between application development and [...]
IT Staff to User Ratio – Additional Numbers
Posted in staffing, tech support, tagged forum post, ratio, staffing on January 5, 2009 | Leave a Comment »
A recent posting on the Spiceworks Community forum revels IT staff to user ratios ranging from 100:1 to 20:1 based upon different factors such as number of different locations, hardware and software diversity, proficiency of the users, hours for direct support, help desk availability, etc. The best posting came from Eric Osterholm. He reported: “Awhile [...]
IT Staffing Benchmarks
Posted in helpdesk, staffing, tech support, Uncategorized, tagged communications, helpdesk, installation, staffing on December 16, 2008 | Leave a Comment »
IT Staff Benchmarks Level One – Basic helpdesk phone support – 1:80 to 1:110 Level Two – Installation, configuration, and desktop support – 1:45 to 1:85 Level Three – Systems, communications, high end support and design – 1:250 to 1:400 There is no single answer Depends on – Staff expertise – Technical proficiency of end [...]
Users-to-tech support ratio
Posted in staffing, tech support, tagged staffing, tech support on December 3, 2008 | Leave a Comment »
Justine Nguyen suggests a baseline users-to-tech ratio of 60 users per one technician. Read more to find out the details. Source: http://news.zdnet.com/2422-13569_22-155252.html Users-to-tech support ratio How many employees should one tech support staff person oversee? CNET’s Justine Nguyen explains the golden ratio of users to tech support staff, and what factors contribute to it. My [...]
