[41120] in Resnet-Forum
Re: IT Personnel ratio to customers supported?
daemon@ATHENA.MIT.EDU (Laura Rickard)
Wed Mar 23 17:04:08 2016
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Date: Wed, 23 Mar 2016 16:35:26 -0400
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Laura Rickard <lrickard@colgate.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAGrgJkvG-Baj8HbbxcM6uEtdh8LzuXdXgEnfw+Vmckkpe3L7Kw@mail.gmail.com>
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Hello,
We have 45 full-time professional IT support staff positions, ~2900
students plus ~950 staff/faculty members.
We have 80 part-time IT student employees who work 10 hours per week, so
that can be equal to 20 more IT support staff.
Using 65 full-time support staff and 3850 users gives us about 59 users to
1 support person.
(I am not counting the alumni or retired faculty who we also support to
some extent, so this could account for such a low ratio. The student
employees help support A/V events, classrooms, answer the Helpline, and
staff the Helpdesk and main campus computer lab.)
Laura Rickard
Technical Support Coordinator
355K Case Library and Geyer Center for Information Technology
Colgate University
13 Oak Drive, Hamilton NY 13346
Phone: 315-228-6019
Information Technology Services <http://www.colgate.edu/its>
Getting Help
<http://www.colgate.edu/offices-and-services/information-technology/getting=
-help>
|
ITS Blog <http://blogs.colgate.edu/its> | Operations and Infrastructure
<http://www.colgate.edu/offices-and-services/information-technology/about-i=
ts/who%27s-who-in-its>
<http://www.colgate.edu/offices-and-services/information-technology/about-i=
ts/who%27s-who-in-its>
Weekly Office Hours 1:30 - 2:30pm
*329 Ho Science Center* on Wednesdays
*225 McGregory Hall* on Thursdays
On Wed, Mar 23, 2016 at 4:13 PM, Wendy Worlund <wendy.worlund@uah.edu>
wrote:
> 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 th=
at
> 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 y=
ou
>> 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 th=
e
>> campus community. Most standards I have seen don't focus on higher
>> education, and they generally just give support-to-user ratios. (I belie=
ve
>> 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 rati=
o
>> is
>> 180 customers to 1 employee.
>>
>> I'm trying to see where we fall in with most people. If you don't know t=
he
>> 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 t=
o
>> 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
>> ___________________________________________________
>>
>
> ___________________________________________________ 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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<div dir=3D"ltr">Hello,<div><br></div><div>We have 45 full-time professiona=
l IT support staff positions, ~2900 students plus ~950 staff/faculty member=
s.<div>We have 80 part-time IT student employees who work 10 hours per week=
, so that can be equal to 20 more IT support staff.</div><div><br></div><di=
v>Using 65 full-time support staff and 3850 users gives us about 59 users t=
o 1 support person.</div><div><br></div><div>(I am not counting the alumni =
or retired faculty who we also support to some extent, so this could accoun=
t for such a low ratio. The student employees help support A/V events, clas=
srooms, answer the Helpline, and staff the Helpdesk and main campus compute=
r lab.)</div><div class=3D"gmail_extra"><div><div class=3D"gmail_signature"=
><div dir=3D"ltr"><span><div><div dir=3D"ltr"><span><div><div dir=3D"ltr"><=
div><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div><div><span style=3D"fo=
nt-size:13.5pt;font-family:Arial;color:rgb(153,0,0)"><br>Laura Rickard</spa=
n><span style=3D"font-size:10pt;font-family:Arial"></span><br><span style=
=3D"font-size:8pt;font-family:Arial;color:black">Technical Support
Coordinator</span><span style=3D"font-size:10pt;font-family:Times"></span><=
br><span style=3D"font-size:8pt;font-family:Arial;color:black">355K Case Li=
brary and Geyer
Center for Information Technology</span><span style=3D"font-size:10pt;font-=
family:Times"></span><br><span style=3D"font-size:9pt;font-family:Arial;col=
or:rgb(153,0,0)">Colgate University</span><span style=3D"font-size:9pt;font=
-family:Arial"></span><br><span style=3D"font-size:8pt;font-family:Arial;co=
lor:black">13 Oak Drive, Hamilton NY
13346</span><span style=3D"font-size:8pt;font-family:Arial"></span><span st=
yle=3D"font-size:8pt;font-family:Arial;color:black"></span><br><span style=
=3D"font-size:8pt;font-family:Arial"><span style=3D"color:rgb(0,0,0)">
<span style=3D"font-size:8.0pt;font-family:Arial;color:#3366ff"><span style=
=3D"color:#3366ff"><span style=3D"color:rgb(0,0,0)">Phone: </span>315-228-6=
019</span><br><br></span></span><span style=3D"color:rgb(204,204,204)"></sp=
an></span></div><div><span style=3D"font-size:9.0pt;font-family:Arial;color=
:#3366ff"><a href=3D"http://www.colgate.edu/its" target=3D"_blank"><span st=
yle=3D"color:#3366ff">Information
Technology Services</span></a></span><span style=3D"font-size:9.0pt;font-fa=
mily:Times;color:#3366ff"></span><br><span style=3D"font-size:9.0pt;font-fa=
mily:Arial;color:#3366ff"><a href=3D"http://www.colgate.edu/offices-and-ser=
vices/information-technology/getting-help" target=3D"_blank"><span style=3D=
"color:#3366ff">Getting Help</span></a></span><span style=3D"font-size:9.0p=
t;font-family:Arial">=C2=A0| <span style=3D"color:#3366ff"><a href=3D"http:=
//blogs.colgate.edu/its" target=3D"_blank"><span style=3D"color:#3366ff">IT=
S Blog</span></a></span> |=C2=A0<span style=3D"color:#3366ff"><a href=3D"ht=
tp://www.colgate.edu/offices-and-services/information-technology/about-its/=
who%27s-who-in-its" target=3D"_blank"><span style=3D"color:#3366ff">Operati=
ons and Infrastructure</span></a></span></span><span style=3D"font-size:9.0=
pt;font-family:Times"></span><span style=3D"font-size:9pt;font-family:Arial=
"><span style=3D"color:rgb(84,141,212)"><a href=3D"http://www.colgate.edu/o=
ffices-and-services/information-technology/about-its/who%27s-who-in-its" ta=
rget=3D"_blank"><span style=3D"color:rgb(84,141,212)"></span></a></span></s=
pan><span style=3D"font-size:9pt;font-family:Times"></span><span style=3D"f=
ont-size:9pt;font-family:Arial"></span><br></div><div>
<br><span style=3D"font-size:9pt;font-family:Arial">Weekly
Office Hours=C2=A01:30 - 2:30pm</span><span style=3D"font-size:9pt;font-fam=
ily:Times"></span><br><b><span style=3D"font-size:8pt;font-family:Arial">32=
9 Ho Science Center</span></b><span style=3D"font-size:8pt;font-family:Aria=
l">=C2=A0on
Wednesdays</span><br><span style=3D"font-size:8pt;font-family:Arial"><b>225=
McGregory Hall</b>=C2=A0on Thursdays</span></div></div></div><div><span st=
yle=3D"font-size:8pt;font-family:Arial"><br></span></div><div><span style=
=3D"font-size:8pt;font-family:Arial"><br></span></div><div><span style=3D"f=
ont-size:8pt;font-family:Arial"><br></span></div></div></div></div></div></=
div></div></span></div></div></span></div></div></div>
<br><div class=3D"gmail_quote">On Wed, Mar 23, 2016 at 4:13 PM, Wendy Worlu=
nd <span dir=3D"ltr"><<a href=3D"mailto:wendy.worlund@uah.edu" target=3D=
"_blank">wendy.worlund@uah.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"><div dir=3D"ltr">Thanks all.=C2=A0FYI, UAH is classified as &=
quot;R2: Doctoral Universities =E2=80=93 Higher research activity." I&=
#39;ve been trying to find a published standard, and that data all seems to=
be behind a price tag.</div><div class=3D"gmail_extra"><span class=3D""><b=
r clear=3D"all"><div><div><div dir=3D"ltr"><br>Wendy Worlund<br>Manager of =
Client Services<br>UAH - Office of Information Technology<br>VBH M22<br><a =
href=3D"tel:%28256%29%20824-2616" value=3D"+12568242616" target=3D"_blank">=
(256) 824-2616</a><br><a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_b=
lank">wendy.worlund@uah.edu</a></div></div></div>
<br></span><div><div class=3D"h5"><div class=3D"gmail_quote">On Wed, Mar 23=
, 2016 at 3:04 PM, Kimberly Doss-Cortes <span dir=3D"ltr"><<a href=3D"ma=
ilto:kim.doss@menlo.edu" target=3D"_blank">kim.doss@menlo.edu</a>></span=
> wrote:<br><blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;bo=
rder-left:1px #ccc solid;padding-left:1ex">We have about 750 students and 2=
00 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>
<a href=3D"tel:%28650%29%20543-3840" value=3D"+16505433840" target=3D"_blan=
k">(650) 543-3840</a><br>
<br>
<br>
From: Resnet Forum [mailto:<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" targ=
et=3D"_blank">RESNET-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" target=3D"_blank">RESNET-L@=
LISTSERV.ND.EDU</a><br>
Subject: IT Personnel ratio to customers supported?<br>
<div><div><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>
<a href=3D"tel:%28256%29%20824-2616" value=3D"+12568242616" target=3D"_blan=
k">(256) 824-2616</a><br>
<a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_blank">wendy.worlund@ua=
h.edu</a><br>
</div></div><div><div>___________________________________________________ Y=
ou are subscribed to<br>
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To subscribe, unsubscribe or search the archives, go to<br>
<a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" rel=3D"noreferrer=
" target=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a><br>
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<br>
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You are subscribed to the ResNet-L mailing list.<br>
<br>
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</div></div></blockquote></div><br></div></div></div><div class=3D"HOEnZb">=
<div class=3D"h5">
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</p></div></div></blockquote></div><br></div></div></div>
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