[41130] in Resnet-Forum
Re: IT Personnel ratio to customers supported?
daemon@ATHENA.MIT.EDU (Laura Rickard)
Thu Mar 24 16:23:01 2016
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Date: Thu, 24 Mar 2016 16:21:22 -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: <e1c85a21f30b62e0bd80133eff41d812@mail.gmail.com>
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To clarify some of the additional points brought up -
I did not include support staff that are not "central IT" department
employees. There are very few, but we have 7 technicians and 1 technology
support analyst who maintain department-specific software on the lab
computers in the sciences (3 technicians in Biology, 1 in Physics, 1 in
Chemistry, 1 in Geography, and 1 in Computer Science; 1 technology support
analyst in Psychology). Computer Science is the only department that
manages their own images and computer-related hardware purchases.
Everything else goes through "central IT."
*Personal devices:*
We do not support personally-owned machines except in an advisory-type role
(how to install a campus network printer, etc.).
We will provide assistance with data recovery (that does not involve any
voiding of warranties or similar issues of potential liability for
damages).
We do not repair hardware or install software on personal machines, but can
offer guidance and help troubleshoot *with the owner present* - we do not
take possession.
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>
On Thu, Mar 24, 2016 at 3:54 PM, Kimberly Doss-Cortes <kim.doss@menlo.edu>
wrote:
> 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 ar=
e
> 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 =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
> 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 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
> ___________________________________________________
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
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> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
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> ___________________________________________________
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>
> ___________________________________________________
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>
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<div dir=3D"ltr"><div>To clarify some of the additional points brought up -=
=C2=A0</div><div><br></div>I did not include support staff that are not &qu=
ot;central IT" department employees.=C2=A0 There are very few, but we =
have 7 technicians and 1 technology support analyst who maintain department=
-specific software on the lab computers in the sciences (3 technicians in B=
iology, 1 in Physics, 1 in Chemistry, 1 in Geography, and 1 in Computer Sci=
ence; 1 technology support analyst in Psychology).=C2=A0 Computer Science i=
s the only department that manages their own images and computer-related ha=
rdware purchases.=C2=A0 Everything else goes through "central IT."=
;<div><br></div><div><u>Personal devices:</u></div><div><div>We do not supp=
ort personally-owned machines except in an advisory-type role (how to insta=
ll a campus network printer, etc.). =C2=A0</div><div>We will provide assist=
ance with data recovery (that does not involve any voiding of warranties or=
similar issues of potential liability for damages). =C2=A0</div><div>We do=
not repair hardware or install software on personal machines, but can offe=
r guidance and help troubleshoot <u>with the owner present</u> - we do not =
take possession.=C2=A0<br></div></div><div><br></div><div><br></div><div cl=
ass=3D"gmail_extra"><div><div class=3D"gmail_signature"><div dir=3D"ltr"><s=
pan><div dir=3D"ltr"><span><div dir=3D"ltr"><div dir=3D"ltr"><div dir=3D"lt=
r"><div><span style=3D"font-size:13.5pt;font-family:Arial;color:rgb(153,0,0=
)"><br>Laura Rickard</span><span style=3D"font-size:10pt;font-family:Arial"=
></span><br><span style=3D"font-size:8pt;font-family:Arial;color:black">Tec=
hnical 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><br></div></div></div></div></span></div></span></div></div></div>
<br><div class=3D"gmail_quote">On Thu, Mar 24, 2016 at 3:54 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">Another thing to consider is whether there is departmental IT=
staff. At U<br>
of A, we had central IT, then departmental IT staff of various size and<br>
focus. Those numbers were not included in the breakdown I gave earlier,<br>
because there wasn't any real record of the numbers or the types of job=
s<br>
done by those departmental staff members.<br>
<span class=3D""><br>
Kim Doss<br>
Help Desk Supervisor<br>
<a href=3D"tel:%28650%29%20543-3840" value=3D"+16505433840">(650) 543-3840<=
/a><br>
<br>
<br>
<br>
<br>
</span>From: Resnet Forum [mailto:<a href=3D"mailto:RESNET-L@LISTSERV.ND.ED=
U">RESNET-L@LISTSERV.ND.EDU</a>] On Behalf Of Lyons,<br>
Andrew H<br>
Sent: Thursday, March 24, 2016 3:39 AM<br>
<div class=3D"HOEnZb"><div class=3D"h5">To: <a href=3D"mailto:RESNET-L@LIST=
SERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a><br>
Subject: Re: IT Personnel ratio to customers supported?<br>
<br>
UAlbany ITS has about 125 staff and maybe 40 student staff total. Of that,<=
br>
we have 4 HelpDesk staff and 20 student staff. Our main customer base is<br=
>
about 17,000 students and 5,000 employees. That makes our ratio 176:1.<br>
I agree that the Focus of who is counted as "support staff" makes=
a<br>
significant difference. Other local details matter, too, so it is hard to<b=
r>
compare apples to apples without context. For example, like others, we<br>
have about 2/3 of ITS not directly customer facing, but UAlbany also has a<=
br>
couple-few dozen distributed desktop and other support technicians who are<=
br>
relevant but not counted.<br>
Andrew<br>
ITS HelpDesk<br>
University at Albany<br>
<br>
<br>
On Wed, Mar 23, 2016 at 9:12 PM -0700, "Kimberly Doss-Cortes"<br>
<<a href=3D"mailto:kim.doss@menlo.edu">kim.doss@menlo.edu</a>> wrote:=
<br>
When I worked at the University of Arizona (also a research institution),<b=
r>
the help desk had 12 full-timers and ~40 student-employees. The entirety<br=
>
of<br>
UITS was about 300 people, not including student-employees. There were<br>
just<br>
over 42,000 students and 12,000 faculty/staff.=C2=A0 That would be almost 1=
87<br>
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>
<a href=3D"tel:%28650%29%20543-3840" value=3D"+16505433840">(650) 543-3840<=
/a><br>
<br>
<br>
<br>
<br>
<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 1:14 PM<br>
To: <a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a=
><br>
Subject: Re: IT Personnel ratio to customers supported?<br>
<br>
Thanks all. FYI, UAH is classified as "R2: Doctoral Universities =E2=
=80=93 Higher<br>
research activity." I've been trying to find a published standard,=
and<br>
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>
<a href=3D"tel:%28256%29%20824-2616" value=3D"+12568242616">(256) 824-2616<=
/a><br>
<a href=3D"mailto:wendy.worlund@uah.edu">wendy.worlund@uah.edu</a><br>
<br>
On Wed, Mar 23, 2016 at 3:04 PM, Kimberly Doss-Cortes <<a href=3D"mailto=
:kim.doss@menlo.edu">kim.doss@menlo.edu</a>><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<br>
also<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<br>
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>
<br>
Hello friends,<br>
I'm looking for a standard on the amount of personnel typically needed =
for<br>
x<br>
amount of customers. So far, I can't find what I need online. (I don=
9;t<br>
have<br>
an HDI subscription.)<br>
<br>
<br>
We have approximately 40 full time employees and 14 students in OIT. We<br>
have<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<br>
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>
___________________________________________________ You are subscribed to<b=
r>
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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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<br>
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