[41128] in Resnet-Forum
Re: IT Personnel ratio to customers supported?
daemon@ATHENA.MIT.EDU (Lyons, Andrew H)
Thu Mar 24 16:02:57 2016
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Date: Thu, 24 Mar 2016 20:02:45 +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: <BLUPR01MB3596D9D76C532FF3C3F5DAEEC820@BLUPR01MB359.prod.exchangelabs.com>
Kevin raises another important difference: ITS here doesn't run ResNet or have a personal repair service (we'll look at issues and help troubleshoot, but don't take possession of personal equipment).
Kim's point about who counts in distributed and how much matters, too. We have some people and groups who manage their own office images and AD OUs while some are more like the well-trained main contact who makes sure people reboot and give details when asking for help.
Andrew Lyons
IT Support Specialist
Information Technology Services
University at Albany
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Rocha, Kevin
Sent: Thursday, March 24, 2016 3:58 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: [RESNET-L] IT Personnel ratio to customers supported?
Here at UNT Dallas we have about 350 Faculty/Staff and 2500 students. I have 7 full time employees (including myself) and the equivalent of 8 more in Student Workers. So our ratio is roughly 190 to 1 but we do not support student owned personal machines in a break/fix situation.
Kevin Rocha
Manager, IT Support
University of North Texas System
T: 972.338.1445
C: 254.434.7739
E: Kevin.Rocha @untsystem.edu
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Kimberly Doss-Cortes
Sent: Thursday, March 24, 2016 2:54 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: IT Personnel ratio to customers supported?
Another thing to consider is whether there is departmental IT staff. At U of A, we had central IT, then departmental IT staff of various size and focus. Those numbers were not included in the breakdown I gave earlier, because there wasn't any real record of the numbers or the types of jobs done by those departmental staff members.
Kim Doss
Help Desk Supervisor
(650) 543-3840
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Lyons, Andrew H
Sent: Thursday, March 24, 2016 3:39 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: IT Personnel ratio to customers supported?
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 about 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 significant 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 dozen 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@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 end 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 – 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 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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