Buy Now Standard Windows environment. Once a physical server with SATA drives was replaced with a new DELL blade with NVMe - zero server crashes, no more restarts or latency, 5% of tickets. Don't have SLAs? Poll: IT Pros, how much of your time is spent on strategic planning? Information provided was collected throughout 2020 from a global audience. 3. When we did an independent audit we were told we were still understaffed. Jamie Guevara, Over 100 specific IT support metrics are provided, asshown below. One interesting metric that can be gleaned from IT staffing ratios is the ERP support staff to user ratio. Guiding Principles on Independence and Objectivity. on October 1, 2008, 5:22 AM PDT. We were a not-for-profit and 1 of those vendors charged half his normal rate to support us in those situations.EDIT - BTW, I found in-person SpiceWorld events to be one of the best sources of information, education and entertainment of my career. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations. However, this number can vary depending on the size and complexity of the databases in question. Brand Representative for Inspired eLearning. If you take out those highest numbers, heres how they average out: The median average was 123 users per tech. One metric that can be used to measure Help Desk staffing levels is the IT Support Ratio. Ever. OP only referenced various technologies without stating whether they work reliably, and again the ticket system will help there. Great article, but something I want to know is whether these techs are also supporting anything else (IE infrastructure, or are they purely user support? This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. I supported 140 people. Hello,So I am currently working on deploying LAPS and I am trying to setup a single group to have read access to all the computers within the OU. Will probably pet your dog. Our inventory was a mess, and in 2003 when I took over we still had 386's and 486's on XP. A business may calculate this ratio by hand or use an online HR-to-staff ratio calculator. Of the 65: 8 are 100% management (non-technical) HR to employee ratio = (Number of HR employees / Total number of employees) x 100 You can divide the number of HR staff members by the total number of employees then multiply the result by 100. Option B. With plans to pursue a career in public relations, Lizs career quickly took. Or a chemical lab. Auvik is a trademark of Auvik Networks Inc., registered in the United States of America and certain other countries. Looks like you have JavaScript disabled. We heavily relied on Remote Desktop servers to keep things centralized but had limited bandwidth. There is IE Networking, Cisco Voice, Windows Server, Security (firewalls), etc. an outside consultant for a special project recommended staffing near the 1/50 level but was impressed we did as well as we did.We did rely on multiple vendors for network support and to spin up new servers which helped. 10% of an FTE. Privacy Policy. As for time off, I'll take an extended, 3- or 4- day weekend periodically. Our research practices and procedures distill large volumes of data into clear, precise recommendations. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. that was ~4500.00 per month for 50 VM's. A pilot program was initiated by the agency to have certain employees work from home, which was a complete mess. Its research is produced independently by its research organization without input or influence from any third party. Just me for the bulk of the IT stuff. Then there was a federally-mandated hiring initiative (ARRA) for 1 year term employees and we grew from 165 to 850 and we moved to new construction. How much IT staff do you need: Lessons for leaders. WebManage your IT staffing levels. https://www.hpe.com/us/en/insights/articles/how-much-it-staff-do-you-need-1909.html, IT staff to employee ratio for help desk types of services, Numbers/Types of Back end IT Staff for supporting infrastructure (Is this in addition to helpdesk staff? Evaluate your IT key performance indicators (KPIs). Chris Matchett. Standard Windows environment. Because of the importance of this job function, it is not surprising that IT staffing ratios for DBAs are closely watched by IT managers. Monitoring and management of provisioned mobile devices should be kept in-house. 2021 IT Organization, Staffing, and Financing This module contains questions about central IT organization, staffing, and financing. Legal Documents We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth. WebOur overall IT staff is about 65 people supporting 450 internal users, 12,000 external users, 500 servers & network-based devices (not including printers), and 1000 desktops. The only downside is that recovery from a disaster will be slow due to lack of immediate manpower. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. For further information, see Guiding Principles on Independence and Objectivity. Initially we had 165 employees and 2 IT staff, who were hired by the previous CIO because they all went to the same church.. The phone system was on OS/2. Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. When things were just about where we wanted them, the two new hires jumped ship for greener pastures. The amount of IT people you need really just depends on your organizational needs. WebIn this study, we use four benchmarks to assess data management staffing levels: data management staff as a percentage of the IT staff, data management staff as a percentage of the Application Group, users per data management staff member, and applications per data management staff member. Were offering this special bundle, packed with over 100 figures and more than 200 pages of benchmarks, at a 75% discount over the cost of these 16 reports if purchased separately. Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. Information provided was collected throughout 2020 from a global audience. Deciding the proper user/IT support ratio. Reprinted with permission from Organizing for Results: IT Structures and Staffing Survey by people3,Mercer Human Resource Consulting, and ITAA. 350ish Adjunct (part-time) Faculty. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. 2022Gartner, Inc. and/or its affiliates. 1 Linux test box for playing around with self hosted stuff on. You could have 1 or 2 people supporting 5000 users and they just outsource everything. He was the one who had set up the servers before I joined. Nick Michelogiannakis, IMO, It's manageable by one experienced person, or maybe two who aren't as experienced. Organizing for Results: IT Structures and Staffing Survey, Minimum Wage by State in 2023 All You Need to Know, 4 proven steps for tackling employee absenteeism, 8 ways to reduce overtime and labor costs. By clicking the "" button, you are agreeing to the Of course, your mileage may vary greatly depending on everything from the type of clients you have, the tools youre using, how much youve been able to automate, and even how well your team is structured, as this MSP points out. To be fair, nearly all of the respondents with more than 700 users per tech were supporting schools. Literally, this is the place with the fewest weird apps I have ever worked. Syncing it with a scheduling system makes it even easier to see wage and hour variances. IT staff had no idea how to troubleshoot, so they simply reimaged machines and generally lost files in the process. Do you have developers, websites, in-house apps? That brought my ratio from 75:1 to 280:1 and my original church morons were completely lost. Or a construction company. Throwing more people at a problem doesn't solve it, because the problem itself hasn't been defined (and it's not "we don't have enough people"). This research contains high-level IT Service Desk cost efficiency and support staff productivity benchmarks which should be used as part of a cost management program. Join your peers for the unveiling of the latest insights at Gartner conferences. All that travel sounds weary for just 1 person. The other important IT job function is database administration. Gartner Terms of Use If you were just doing it on numbers rather than roles than the ratio is 30:1. Ryan has worked as an advertising and marketing professional for over 12 years, working with leading global brands in Canada and internationally. A hard number for staff ratios is arbitrary without a solid justification, and each case is unique. Were in the region of 350:1 (500:1.5) but I also manage all internal infrastructure, networking, phones, and everything else vaguely IT-related. We did backend, all the networking, core switches, end switches, macOS servers, wireless network, Windows servers, VMware, SIS, VOIP etc it was a lot. In a new survey, chief information officers (CIOs) polled said their companies technical support teams are, on average, 40% smaller than they optimally should be. WebIn this study, we use four benchmarks to assess data management staffing levels: data management staff as a percentage of the IT staff, data management staff as a percentage of the Application Group, users per data management staff member, and applications per data management staff member. The national poll includes interviews with more than 1,400 CIOs from a stratified random sample of U.S. companies with 100 or more employees. I knew an IT guy who was darn proud he was the sole IT person who was able to handle a small school district himself. Privacy Policy. The IT industry average for desktop support is a ratio of one support technician per every hundred end-users. Use AI to guide staffing levels based on sales, foot traffic, and more. by John Sheesley in CXO. WebServer Support Staffing Ratios 2021 November, 2021 $ 495.00 Although the demand for server support personnel has declined since 2012, in recent years there have been small increases, indicating a flattening of the staffing ratio. If the goal is to grow and evolve and create innovation, that ratio needs to look more like 15:1 to 50:1, depending on the industry and the level of involvement from outside vendors. Gartner clients canlog into access the full library. 80% WFH with users living across the country (one person in Canada). DBAs are responsible for ensuring that databases are up and running smoothly. We hired a couple recent college grads to have the manpower to make the needed upgrades throughout the second agency, as they were in a terrible situation from years of not spending or upgrading equipment. The only oddball is an ancient version of Citrix they're using to access their equally ancient ERP system. Gartner prides itself on its reputation for independence and objectivity. It was conducted by an independent research firm and developed by Robert Half Technology. Our environment is a bit different. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. I was able to hire 2 to replace her, which helped tremendously. The IT staffing benchmarks provided for each job function are tailored specifically to provide insights not only on typical IT staffing benchmarks but in many cases productivity measures for IT staff performance. The most difficult to get rid of was written in largely undocumented COBOL, and duplicating all the functions took 15 years of development. Gartner Terms of Use As organizations modernize their digital workplace, IT cost management will become increasingly important. We have 5 people for approximately 12k devices and 1500 users. Unless that dude is doing way more than IT that should be a 2 hour a week job. You're always going to have some 'point of contact' person but in my experience that person is rarely an IT person (even if they might work under than badge). Ratio of IT Staff to Employees. This is why we have things like KnowBe4, right? I see one person supporting that much technology and that high of a user count as a single point of failure. 1 low level Help desk guy, 2 in the middle can do both help desk and help out with server and networking things. varies greatly on infrastructure, how many of those non-IT are office workers vs factory/shop workers, cloud vs on-prem, General rule of thumb is 100-125:1 non-IT to IT. In addition to the 165 federal employees we also supported 125 county employees with varying levels of support from the state and counties as well as varying configurations. 8 a.m. 5 p.m. GMT All rights reserved. so it worked in a basic sense but providing for the future was limited. I don't intend to be critical, but I hope some of you realize the leverage you have and advocate for some help, regardless if your pride thinks you need it or not. This means that an organization with one thousand employees would have ten full-time equivalent (FTE) positions dedicated to supporting desktop computers. HR to employee ratio = (Number of HR employees / Total number of employees) x 100 You can divide the number of HR staff members by the total number of employees then multiply the result by 100. Will this person be called to travel? We serve about 12,000 Students, 500ish staff and 150ish faculty. All rights reserved. How many server support staff members does an organization need today? All other trademarks are the property of their respective owners. We cover all of that. Flashback: March 1, 2008: Netscape Discontinued (Read more HERE.) We're Geekbuilt In responding to the survey questions in this module, unless specified otherwise please enter data that describe your IT environment during the prior fiscal year (FY202021). Is this you? Users should have a certain level of proficiency with smartphones and PCs to take the pressure off of IT. Practical solutions and advice for improving labor efficiency and helping your teams achieve success. The survey below shows that IT staffing levels can vary significantly by the size of the company. For further information, see Guiding Principles on Independence and Objectivity. 153 users, 171 laptops/desktops, 180 mobile devices. All rights reserved. My second to last job was at a federal agency, I was Facility CIO. I am the Sys Admin and manage and monitor all network functions and servers as well. So I don't mind the employee to IT ratio. Eric Stegman, They've had me doing everything from trying to fix an old broken cash register, to developing integrations for web apps, to developing standards and processes, and hell, they even had me tutoring people in writing CVs, job applications, and on one memorable occasion they had me teaching Syrian war refugees to speak Norwegian. Our independence as a research firm enables our experts to provide unbiased advice you can trust. Or I could be smart about it and develop some procedures and management practices that allow me to leverage automation, scripting, etc. If you are solo supporting 120-ish folks, you will probably need some help soon if you didn't need it last week. All rights reserved. What happens when you take leave?
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