[41118] in Resnet-Forum
Re: IT Personnel ratio to customers supported?
daemon@ATHENA.MIT.EDU (Kimberly Doss-Cortes)
Wed Mar 23 16:05:50 2016
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Date: Wed, 23 Mar 2016 13:04:40 -0700
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Kimberly Doss-Cortes <kim.doss@MENLO.EDU>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAGrgJktQbfVd6q=ix+GdCr6GzQBviB0j4nG52dLFu6mF92X+cg@mail.gmail.com>
We have about 750 students and 200 staff/faculty members. We have 2
full-time support people, and we currently have 7 student-employees who also
do support. For just support, that's about 1 employee to 105 users. If you
talk about our entire department, we have 9 full-timers and 8
student-employees. So, that's about 55 users to 1 employee. I'm not sure the
entirety of the department is a good measure, though, since most of the
department is tending to systems, data, networking, etc. I find the
support-to-user ratio a better indicator of services being offered to the
campus community. Most standards I have seen don't focus on higher
education, and they generally just give support-to-user ratios. (I believe
the last one I saw was 75 users to 1 support person.)
Kim Doss
Help Desk Supervisor
(650) 543-3840
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Wendy
Worlund
Sent: Wednesday, March 23, 2016 12:46 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: IT Personnel ratio to customers supported?
Hello friends,
I'm looking for a standard on the amount of personnel typically needed for x
amount of customers. So far, I can't find what I need online. (I don't have
an HDI subscription.)
We have approximately 40 full time employees and 14 students in OIT. We have
approximately 9,000 users to support (approximately 1,348 employees and
7,650 students last semester). I'm going to average that to say our ratio is
180 customers to 1 employee.
I'm trying to see where we fall in with most people. If you don't know the
standard, will you approximate what yours is for me?
Thanks in advance,
Wendy Worlund
Manager of Client Services
UAH - Office of Information Technology
VBH M22
(256) 824-2616
wendy.worlund@uah.edu
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