[41119] in Resnet-Forum
Re: IT Personnel ratio to customers supported?
daemon@ATHENA.MIT.EDU (Wendy Worlund)
Wed Mar 23 16:14:33 2016
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Date: Wed, 23 Mar 2016 15:13:42 -0500
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Wendy Worlund <wendy.worlund@uah.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <b5bb847dc794a66ac4500155c9fbece4@mail.gmail.com>
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Thanks all. FYI, UAH is classified as "R2: Doctoral Universities =E2=80=93 =
Higher
research activity." I've been trying to find a published standard, and that
data all seems to be behind a price tag.
Wendy Worlund
Manager of Client Services
UAH - Office of Information Technology
VBH M22
(256) 824-2616
wendy.worlund@uah.edu
On Wed, Mar 23, 2016 at 3:04 PM, Kimberly Doss-Cortes <kim.doss@menlo.edu>
wrote:
> 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 yo=
u
> 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 believ=
e
> 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 fo=
r
> x
> amount of customers. So far, I can't find what I need online. (I don't ha=
ve
> 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 th=
e
> 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
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
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>
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<div dir=3D"ltr">Thanks all.=C2=A0FYI, UAH is classified as "R2: Docto=
ral Universities =E2=80=93 Higher research activity." I've been tr=
ying to find a published standard, and that data all seems to be behind a p=
rice tag.</div><div class=3D"gmail_extra"><br clear=3D"all"><div><div class=
=3D"gmail_signature"><div dir=3D"ltr"><br>Wendy Worlund<br>Manager of Clien=
t Services<br>UAH - Office of Information Technology<br>VBH M22<br>(256) 82=
4-2616<br><a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_blank">wendy.=
worlund@uah.edu</a></div></div></div>
<br><div class=3D"gmail_quote">On Wed, Mar 23, 2016 at 3:04 PM, Kimberly Do=
ss-Cortes <span dir=3D"ltr"><<a href=3D"mailto:kim.doss@menlo.edu" targe=
t=3D"_blank">kim.doss@menlo.edu</a>></span> wrote:<br><blockquote class=
=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padd=
ing-left:1ex">We have about 750 students and 200 staff/faculty members. We =
have 2<br>
full-time support people, and we currently have 7 student-employees who als=
o<br>
do support. For just support, that's about 1 employee to 105 users. If =
you<br>
talk about our entire department, we have 9 full-timers and 8<br>
student-employees. So, that's about 55 users to 1 employee. I'm not=
sure the<br>
entirety of the department is a good measure, though, since most of the<br>
department is tending to systems, data, networking, etc. I find the<br>
support-to-user ratio a better indicator of services being offered to the<b=
r>
campus community. Most standards I have seen don't focus on higher<br>
education, and they generally just give support-to-user ratios. (I believe<=
br>
the last one I saw was 75 users to 1 support person.)<br>
<br>
Kim Doss<br>
Help Desk Supervisor<br>
(650) 543-3840<br>
<br>
<br>
From: Resnet Forum [mailto:<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESN=
ET-L@LISTSERV.ND.EDU</a>] On Behalf Of Wendy<br>
Worlund<br>
Sent: Wednesday, March 23, 2016 12:46 PM<br>
To: <a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a=
><br>
Subject: IT Personnel ratio to customers supported?<br>
<div class=3D"HOEnZb"><div class=3D"h5"><br>
Hello friends,<br>
I'm looking for a standard on the amount of personnel typically needed =
for x<br>
amount of customers. So far, I can't find what I need online. (I don=
9;t have<br>
an HDI subscription.)<br>
<br>
<br>
We have approximately 40 full time employees and 14 students in OIT. We hav=
e<br>
approximately 9,000 users to support (approximately 1,348 employees and<br>
7,650 students last semester). I'm going to average that to say our rat=
io is<br>
180 customers to 1 employee.<br>
<br>
I'm trying to see where we fall in with most people. If you don't k=
now the<br>
standard, will you approximate what yours is for me?<br>
<br>
Thanks in advance,<br>
<br>
Wendy Worlund<br>
Manager of Client Services<br>
UAH - Office of Information Technology<br>
VBH M22<br>
(256) 824-2616<br>
<a href=3D"mailto:wendy.worlund@uah.edu">wendy.worlund@uah.edu</a><br>
</div></div><div class=3D"HOEnZb"><div class=3D"h5">_______________________=
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</div></div></blockquote></div><br></div>
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