• Grid View
  • List View
  • 5 year help desk - Help Desk Staffing Ratios 2021

    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

  • staff graph updated - Database Administration Staffing Ratios 2021

    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

  • Trend in Project Managers as a Percentage of IT Staff

    IT Project Management Staffing Ratios 2021

    In this study, we assess how many project managers a typical IT organization requires. We present five benchmarks: project managers as a percentage of the IT staff, project managers as a percentage of the application group, users per project manager, applications per project manager, and application programmers per project manager. Our analysis also includes the influence of organization size and industry sector. We conclude with recommendations on assessing the performance of the project management function.

    May, 2021

  • Fig1CommunicationsSystemSupportStaffingRatios2021 - Communications System Support Staffing Ratios 2021

    Communications System Support Staffing Ratios 2021

    Corporate communications systems have become more complex, although the number of IT specialists who support these systems has stabilized in the past few years. Because of the COVID-19 pandemic and other factors, IT organizations can benefit from a periodic assessment of their communications system support staffing levels. This study uses three metrics to make that assessment: support staff as a percentage of the IT staff, percentage of support staff in relation to organization size, and support staff spending per user. We provide benchmarks for the composite sample, by organization size, and by sector.

    January, 2021

  • Trend in Application Developers as a Percentage of IT Staff

    Application Developer Staffing Ratios 2021

    The way that enterprise applications are internally developed and maintained has changed. With these changes, the need for application developers is in flux, and IT organizations can benefit from a periodic assessment of their staffing levels. This report uses three metrics to make that assessment: developers as a percentage of the IT staff, users per developer, and applications per developer. We provide benchmarks for the composite sample, by organization size and by sector. We also provide a benchmark for the larger Application Group, which includes personnel engaged in web development and support, quality assurance, data management, and business systems analysis.

    February, 2021

  • Trends in Telecommuting2020 - Trends in Telecommuting in the IT Workforce 2020

    Trends in Telecommuting in the IT Workforce 2020

    The practice of working remotely has skyrocketed over the past 11 years for many reasons, and in early 2020 it got a huge boost with growing concerns about the COVID-19 coronavirus. This report examines the reasons for the rise in telecommuting, how often IT workers do so, and what benefits companies and employees are enjoying—while also being mindful of possible disadvantages. We conclude with best-practice recommendations for a sound telecommuting policy. (10 pp., 4 fig.)

    March, 2020

  • Fig1ERPstaffing2021 - ERP Support Staffing Ratios 2021

    ERP Support Staffing Ratios 2021

    For many IT organizations, enterprise resource planning (ERP) systems are at the center of the application portfolio. In this report, we analyze ERP support requirements in several ways. First, we look at the ERP support staffing ratio, which is the number of ERP users divided by the number of ERP support personnel. We then assess this ratio by the size of the ERP installation. We also examine the data to determine the ratios by vendor. We examine the ratio by sector, age of installation, years since last upgrade, extent of modification, and type of deployment (on-premises, cloud, or hosted) as well. Finally, we provide recommendations on optimizing ERP staffing levels. (20 pp., 10 fig.)

    January, 2021

  • Fig1WorldwideITSpendingandStaffingOutlookfor2020 - Worldwide IT Spending and Staffing Outlook for 2020

    Worldwide IT Spending and Staffing Outlook for 2020

    Although IT leaders worldwide have a positive outlook for the global economy, that outlook seems a bit tinged with frustration compared to previous years. This report, based on our Q4 survey, provides data on the global and U.S./Canadian trends for IT spending and staffing in 2020. This year, our report assesses IT operational and capital spending plans, executive priorities for IT investment, and plans for hiring, outsourcing, and pay raises for IT organizations worldwide and in the U.S. and Canada. (34 pp., 24 fig.)

    January, 2020

  • Fig1HelpDeskStaffing2020 - Help Desk Staffing Ratios 2020

    Help Desk Staffing Ratios 2020

    The help desk not only plays a key role in maintaining user productivity, it also serves as the day-to-day face of the IT organization. This report provides staffing benchmarks for the help desk (service desk), which took a significant jump this year. We look at the trend in help desk staffing over a five-year period and provide four 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, and first-call resolution rate.

    January, 2020

  • Fig1CommunicationSupport2019 - Communications System Support Staffing Ratios 2019

    Communications System Support Staffing Ratios 2019

    Corporate communications systems—which include email, messaging, videoconferencing, unified communications, and other communications systems—have become more sophisticated. The communications system support headcount as a percentage of the IT staff increased in 2018, for a variety of reasons. IT organizations, therefore, can benefit from a periodic assessment of their communications system support staffing levels. This study uses three metrics to make that assessment: support staff as a percentage of the IT staff, percentage of support staff in relation to organization size, and support staff spending per user.

    January, 2019

  • Fig1WebEcommerce2020 - Web/E-Commerce Staffing Ratios 2020

    Web/E-Commerce Staffing Ratios 2020

    Web/e-commerce support personnel play a critical role in organizations, and that has become even more clear in the midst of the COVID-19 pandemic. Even before the coronavirus, the percentage of the IT staff dedicated to web/e-commerce functions rose in 2019, spiking to the highest percentage in five years. In this report, we provide benchmarks for staffing functions related to web and e-commerce development and operations. 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. Benchmarks are provided by organization size. We also assess the influence of sector on web/e-commerce staffing. (21pp., 8 fig.)

    April, 2020

  • Fig1AppMaintainance2019 - Application Maintenance Staffing Ratios 2019

    Application Maintenance Staffing Ratios 2019

    As an organization’s application portfolio grows, the application maintenance role becomes a more critical function and IT organizations can benefit from periodic assessment of their staffing levels. This report uses three metrics to make that assessment: application maintenance staff as a percentage of the IT staff, users per application maintenance staff member, and applications per application maintenance staff member.

    March, 2019

  • Fig1ERPstaffingRatio2019 - ERP Support Staffing Ratios 2019

    ERP Support Staffing Ratios 2019

    For many IT organizations, enterprise resource planning (ERP) systems are at the center of the application portfolio. In this report, we analyze ERP support requirements in several ways. First, we look at the ERP support staffing ratio, which is the number of ERP users divided by the number of ERP support personnel. We then assess this ratio by the size of the ERP installation. We also examine the data to determine the ratios by vendor: SAP, Oracle E-Business Suite, Oracle JD Edwards, Microsoft, Infor, and “all other” ERP systems.

    May, 2019

  • Fig1ITmgtStaffingRatios2019 - IT Management and Administration Staffing Ratios 2019

    IT Management and Administration Staffing Ratios 2019

    When it comes to IT managers, it is important to find the sweet spot. Too many, and the IT group can become top-heavy and bureaucratic, while too few can leave IT staff members feeling unsupported and without direction. This report examines how many IT managers a well-run IT organization typically requires, along with staffing metrics for two related administrative functions: IT finance/vendor management and clerical support.

    August, 2019

  • Fig1DataAdminStaffing2019 - Database Administration Staffing Ratios 2019

    Database Administration Staffing Ratios 2019

    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.

    October, 2019