[41122] in Resnet-Forum
Re: IT Personnel ratio to customers supported?
daemon@ATHENA.MIT.EDU (Lyons, Andrew H)
Thu Mar 24 06:40:57 2016
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Date: Thu, 24 Mar 2016 10:39:18 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: "Lyons, Andrew H" <alyons@albany.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <58c49e6e6fbf8c385aee78db608cd565@mail.gmail.com>
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UAlbany ITS has about 125 staff and maybe 40 student staff total. Of that, =
we have 4 HelpDesk staff and 20 student staff. Our main customer base is ab=
out 17,000 students and 5,000 employees. That makes our ratio 176:1.
I agree that the Focus of who is counted as "support staff" makes a signifi=
cant difference. Other local details matter, too, so it is hard to compare =
apples to apples without context. For example, like others, we have about 2=
/3 of ITS not directly customer facing, but UAlbany also has a couple-few d=
ozen distributed desktop and other support technicians who are relevant but=
not counted.
Andrew
ITS HelpDesk
University at Albany
On Wed, Mar 23, 2016 at 9:12 PM -0700, "Kimberly Doss-Cortes" <kim.doss@men=
lo.edu<mailto:kim.doss@menlo.edu>> wrote:
When I worked at the University of Arizona (also a research institution),
the help desk had 12 full-timers and ~40 student-employees. The entirety of
UITS was about 300 people, not including student-employees. There were just
over 42,000 students and 12,000 faculty/staff. That would be almost 187 en=
d
users per full-time technology worker. For support personnel (including
student-employees), that was almost 1077 end users per 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 1:14 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: IT Personnel ratio to customers supported?
Thanks all. FYI, UAH is classified as "R2: Doctoral Universities =96 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 als=
o
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 th=
e
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 hav=
e
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 i=
s
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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<p dir=3D"auto">UAlbany ITS has about 125 staff and maybe 40 student staff =
total. Of that, we have 4 HelpDesk staff and 20 student staff. Our main cus=
tomer base is about 17,000 students and 5,000 employees. That makes our rat=
io 176:1.</p>
<p dir=3D"auto">I agree that the Focus of who is counted as "support s=
taff" makes a significant difference. Other local details matter, too,=
so it is hard to compare apples to apples without context. For example, li=
ke others, we have about 2/3 of ITS not directly
customer facing, but UAlbany also has a couple-few dozen distributed deskt=
op and other support technicians who are relevant but not counted.
</p>
<p dir=3D"auto">Andrew<br>
ITS HelpDesk<br>
University at Albany<br>
</p>
<br>
<br>
<br>
<div class=3D"x_gmail_quote">On Wed, Mar 23, 2016 at 9:12 PM -0700, "K=
imberly Doss-Cortes"
<span dir=3D"ltr"><<a href=3D"mailto:kim.doss@menlo.edu" target=3D"_blan=
k">kim.doss@menlo.edu</a>></span> wrote:<br>
<br>
</div>
</div>
<font size=3D"2"><span style=3D"font-size:10pt;">
<div class=3D"PlainText">When I worked at the University of Arizona (also a=
research institution),<br>
the help desk had 12 full-timers and ~40 student-employees. The entirety of=
<br>
UITS was about 300 people, not including student-employees. There were just=
<br>
over 42,000 students and 12,000 faculty/staff. That would be almost 1=
87 end<br>
users per full-time technology worker. For support personnel (including<br>
student-employees), that was almost 1077 end users per support person.<br>
<br>
Kim Doss<br>
Help Desk Supervisor<br>
(650) 543-3840<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
From: Resnet Forum [<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">mailto:RESN=
ET-L@LISTSERV.ND.EDU</a>] On Behalf Of Wendy<br>
Worlund<br>
Sent: Wednesday, March 23, 2016 1:14 PM<br>
To: RESNET-L@LISTSERV.ND.EDU<br>
Subject: Re: IT Personnel ratio to customers supported?<br>
<br>
Thanks all. FYI, UAH is classified as "R2: Doctoral Universities =96 H=
igher<br>
research activity." I've been trying to find a published standard, and=
that<br>
data all seems to be behind a price tag.<br>
<br>
<br>
<br>
Wendy Worlund<br>
Manager of Client Services<br>
UAH - Office of Information Technology<br>
VBH M22<br>
(256) 824-2616<br>
wendy.worlund@uah.edu<br>
<br>
On Wed, Mar 23, 2016 at 3:04 PM, Kimberly Doss-Cortes <kim.doss@menlo.ed=
u><br>
wrote:<br>
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 th=
e<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 [<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">mailto:RESN=
ET-L@LISTSERV.ND.EDU</a>] On Behalf Of Wendy<br>
Worlund<br>
Sent: Wednesday, March 23, 2016 12:46 PM<br>
To: RESNET-L@LISTSERV.ND.EDU<br>
Subject: IT Personnel ratio to customers supported?<br>
<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'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 ratio i=
s<br>
180 customers to 1 employee.<br>
<br>
I'm trying to see where we fall in with most people. If you don't know 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>
wendy.worlund@uah.edu<br>
___________________________________________________ You are subscribed to<b=
r>
the ResNet-L mailing list.<br>
To subscribe, unsubscribe or search the archives, go to<br>
<a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html">http://LISTSERV.N=
D.EDU/archives/resnet-l.html</a><br>
___________________________________________________<br>
<br>
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You are subscribed to the ResNet-L mailing list.<br>
<br>
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SERV.ND.EDU/archives/resnet-l.html</a><br>
___________________________________________________<br>
<br>
___________________________________________________ You are subscribed to<b=
r>
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To subscribe, unsubscribe or search the archives, go to<br>
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<br>
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<br>
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