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IT Security Technology Adoption and Customer Experience 2021
Organizations in all industries and of all sizes need IT security technology, and with threats on the rise the investment rate is the highest of any category of technology that we track. However, return on investment is not as rosy, with security technology earning a moderate rating for ROI. This report examines adoption trends for IT security technology of all types, from basic capabilities such as firewalls and spam filtering to more advanced tools such as incident detection. We analyze the adoption rate, investment rate, and economic experience for security technology overall. We conclude with recommendations for ensuring the success of IT security technology investments.
November, 2021
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Server Support Staffing Ratios 2021
Although the demand for server support personnel has declined since 2012, in recent years there have been small increases, indicating a flattening of the staffing ratio. How many server support staff members does an organization need today? To answer that question, we provide four key benchmarks: server support staff as a percentage of the IT staff, users per server support staff member, physical servers per server support staff member, and OS instances per server support staff member. We provide these metrics for small, midsize, and large organizations. We also assess how industry sector can influence server support staffing metrics. We conclude with recommendations for improving server support productivity.
November, 2021
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Business Analyst Staffing Ratios 2021
Business analysts as a percentage of the IT staff has risen from its previous decline, and we expect that this will be the trend. The business analyst serves as a bridge between the IT organization and business users. It is a multifaceted role that is important for ensuring that IT application systems meet business objectives. In this study, we assess staffing levels for the business analysts using four metrics: business analysts as a percentage of the IT staff, business analysts as a percentage of the delivery group, applications per business analyst, and users per business analyst. We also present ratios by organization size and sector.
November, 2021
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Business and Data Analytics Adoption and Customer Experience 2021
IT organizations continue to devour data at unprecedented rates, and adoption and investment in business and data analytics tools are reaching new highs. But there are some headwinds that could slow that growth. This report examines adoption and investment trends for business and data analytics of all types, providing insight into how many organizations have the technology in place, how many are implementing it, and how many are expanding investments in new capabilities. To give additional insight, we look at the ROI and TCO experience of those that have adopted the technology. Finally, we recommend steps for a successful implementation.
November, 2021
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European IT Spending and Staffing Benchmarks 2020-2021: Full Study
This report is a companion study to our annual IT Spending and Staffing Benchmarks study, which provides a full set of IT budgetary benchmarks and IT staffing metrics by industry sector and organizational size. This companion study for Europe should be used in conjunction with our full study to provide insight into how high-level spending and staffing benchmarks differ for European organizations.
December, 2020
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Help Desk Staffing Ratios 2021
The help desk not only plays a key role in maintaining user productivity, but it also serves as the day-to-day face of the IT organization. This report provides staffing benchmarks for the help desk (service desk). We look at the trend in help desk staffing over a five-year period and provide five benchmarks by organization size and sector: help desk staff as a percentage of the IT staff, users per help desk staff member, applications per help desk staff member, first-call resolution rate, and help desk tickets per end-user support staff member. Because companies organize the end-user support function in different ways, we also provide benchmarks for a combined help desk and desktop support staff. We conclude with recommendations on optimizing help desk staffing levels.
October, 2021
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Database Administration Staffing Ratios 2021
As enterprises collect more data and connect more applications, they must ensure that data is secure, reliable, and accessible. But despite these increased demands, companies are restraining the growth in their database administration staff. This report helps IT managers determine whether they are keeping pace with industry standards by providing four benchmarks: database administrators (DBAs) as a percentage of the IT staff, DBAs as a percentage of the Data Center Group, users per DBA, and business applications per DBA. We present benchmarks for small, midsize, and large organizations and examine the influence by sector on these benchmarks. We conclude with best practices for optimizing DBA staffing.
October, 2021
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Application Development Outsourcing Trends and Customer Experience 2021
The outsourcing of the application development function grew a noticeable amount in our annual IT Outsourcing Statistics study after two years being stuck at a lower percentage. Why the uptick? For starters, there is much going on in the application development universe. This report examines adoption trends and customer experience with application development outsourcing. We report on the percentage of organizations outsourcing it (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present data on the cost and service experience and on how these trends differ by organization size and sector. We conclude with guidelines to consider when outsourcing application development.
October, 2021
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CRM Adoption Trends and Customer Experience 2021
Customer relationship management (CRM) systems are one of the most widely adopted categories of enterprise applications, and investment in new CRM capabilities continues to grow. This report provides an overview of key concepts in the CRM space. We also examine CRM adoption and investment trends, showing how many organizations have the technology in place, how many are in the process of implementing it, and how many are expanding implementations. We then look at the return on investment (ROI) experience, total cost of ownership (TCO) experience, and which type of applications are the most popular. We conclude with recommendations to ensure CRM implementation success and to encourage user adoption.
September, 2021
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European IT Spending and Staffing Benchmarks 2021/2022: Full Study
This report is a companion study to our annual IT Spending and Staffing Benchmarks study, which provides a full set of IT budgetary benchmarks and IT staffing metrics by industry sector and organizational size. This companion study for Europe should be used in conjunction with our full study to provide insight into how high-level spending and staffing benchmarks differ for European organizations.
September, 2021
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Data Classification and Retention Adoption and Best Practices 2021
Creating a formal classification scheme is an important element in managing data for security, disaster recovery, and retention purposes. Yet, many organizations—even those that profess a commitment to protecting corporate and customer information—fail to implement data classification. This report begins by defining data classification and retention. We next study the adoption and practice levels and examine those by organization size and sector. We conclude with best-practice recommendations.
July, 2021
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Website Accessibility Adoption and Best Practices 2021
Website accessibility is a best practice requiring the use of inclusive website design to facilitate use by people with disabilities, including visual, hearing, motor skills, or cognitive impairment. When this practice is followed formally and consistently, the experience is improved for people with disabilities who can better understand, navigate, and interact with an organization’s websites. In this report, we study the adoption and practice levels for website accessibility and examine those by organization size and sector. We conclude with practical recommendations for getting started with website accessibility.
August, 2021
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