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Desktop Support Outsourcing Trends and Customer Experience 2011
Companies can reduce costs through outsourcing the desktop support function, but caution is advised as service received by IT users can decline as well. In this study, we assess desktop support outsourcing activity with four measures: frequency, level, net growth trend, and volatility. We also assess the customer experience as determined by our cost-success and service-success ratings. The report examines the five-year trend in desktop support outsourcing frequency and level and provides recommendations on desktop support outsourcing. (19 pp., 12 figs.) [Research Byte]
April, 2012
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IT Organizations Embrace PMO Model
Much of the work in IT organizations is project-based, and the project management office (PMO) has emerged as a best practice in formalizing project management disciplines. This Research Byte presents the best practice profile for project management, which rates both adoption and practice levels as high.
March, 2012
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Project Management Office (PMO) Adoption and Best Practices
Much of the work in IT organizations is project-based, and the project management office (PMO) has emerged as a best practice in formalizing project management disciplines. In this study, we examine the trend toward adoption of PMOs. The study examines the extent to which IT organizations have deployed PMOs and measures the level of an organization’s engagement in the practice. We also look at how adoption of this IT management best practice differs by organization size and sector. Finally, we provide recommendations for monitoring the success of the PMO. (10 pp., 5 figs.) [Research Byte]
March, 2012
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Project Managers Grow in Importance
Much of the work in an IT group is project-based, which means project management should be a core competency. But how many project managers are truly required? In this Research Byte, we look at the five-year trend in project management staff as a percentage of IT staff, showing the direction staffing levels have gone recently and why.
March, 2012
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Project Manager Staffing Ratios
Much of the work in an IT group is project based, which means project management should be a core competency. But how many project managers are truly required? In this study, we present five benchmarks: project managers as a percentage of the IT staff, users per project manager, application developers per project manager, applications per project manager, and capital budget per project manager. All of these ratios are presented by organization size. In addition, we look at the influence of sector on project management staffing. We conclude with recommendations on assessing the performance of the project management function. (19 pp., 10 figs.) [Research Byte]
March, 2012
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App Dev Outsourcing Roars Back, for Now
As IT organizations renew capital spending, IT managers again will be faced with deciding whether to build internal development capabilities or outsource application development. This Research Byte presents the five-year trend in the frequency of application development outsourcing, looking at the reasons behind the change and the direction the trend may be headed to help managers gauge their own approach to the strategy.
March, 2012
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Application Development Outsourcing Trends and Customer Experience 2012
As IT organizations renew capital spending, IT managers again will be faced with deciding whether to build internal development capabilities or outsource application development. This report will help IT managers understand how many organizations outsource application development, how much of the workload is typically outsourced, and what the cost and service experience is for companies that outsource this function. The study also assesses outsourcing by organization sector and size and the frequency and level of offshore outsourcing (19 pp., 14 figs.) [Research Byte]
March, 2012
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Web Support Staff Stays Grounded as Cloud Rises
No longer the black hole of IT investment, web operations have become a stable part of the IT landscape. In this Research Byte, we present the changing ratio of web and e-commerce staff to total IT staff from 2007 to 2011.
February, 2012
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Web/E-Commerce Staffing Ratios 2012
No longer the black hole of IT investment, web operations have become a stable part of the IT landscape. In this study, we provide benchmarks for staffing functions related to web and e-commerce operations and development. We benchmark web staffing with two ratios: web/e-commerce staff as a percentage of the IT staff and users per web/e-commerce staff member. For organizations with less division of labor, we also provide benchmarks for all personnel engaged in supporting applications, which we call the application group, and we examine the influence of sector and organization size on web staffing. (18 pp., 10 figs.) [Research Byte]
February, 2012
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Measuring User Satisfaction Often Falls Short
The surveying of user satisfaction is a widespread practice among IT organizations in North America today, but more often than not, the surveying is limited in scope. This Research Byte looks at the current adoption and practice levels for user surveys to find where this practice stands among organizations today.
February, 2012
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User Satisfaction Surveying Adoption and Best Practices
A primary goal of IT organizations is to satisfy the needs of its business users for information systems. How can the CIO know whether users are satisfied with IT services? This study examines the extent to which IT organizations have deployed user satisfaction surveys and measures the level of organizational engagement in the practice. We look at the percentage of organizations that are partially and fully engaged with the practice. We also look at how adoption of this IT management best practice differs by organization size. Finally, we determine which industry sectors are most likely to be engaged in this best practice. (11 pp.,5 figs.) [Research Byte]
February, 2012
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Application Developers Down for the Count?
This Research Byte presents the 5-year trend in application developers as a percentage of total IT staff, showing that programmer and system analyst staffing declined significantly during the recession and has yet to recover.
February, 2012
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Application Development and Maintenance Staffing Ratios 2012
Application developers make up the single largest job category in the IT organization today. The number of application programmers and systems analysts as a percentage of the typical IT organization has been in decline, however. What is the typical staffing level? This study uses three metrics to make that assessment: application developers as a percentage of the IT staff, users per application developer, and applications per application developer. We provide benchmarks for the composite sample, by organization, and by sector. We also provide benchmarks for the application group, which includes not only programmers but also business analysts, web developers, and data warehouse personnel. (19 pp., 11 figs.) [Research Byte]
February, 2012
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DBA Ranks Stay Lean Despite Data Growth
Organizations are placing ever-increasing demands on the role of the database administrator (DBA). This Research Byte presents the three-year trend in database administrators as a percentage of IT staff and provides a perspective on the role that DBAs play within the IT organization.
February, 2012
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Database Administration (DBA) Staffing Ratios 2012
Organizations are placing ever-increasing demands on the role of the database administrator (DBA). This study helps IT managers determine whether they are keeping pace with industry standards by providing three benchmarks: DBAs as a percentage of the IT staff, users per DBA, and applications per DBA. We present benchmarks for small, midsize, and large organizations. We also examine the influence of sector on the benchmarks and look at the three-year trend in DBA staffing. (18 pp., 11 figs.) [Research Byte]
February, 2012
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