IT Staffing Archives

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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
Help Wanted for the Help Desk
The help desk role should never be overlooked; it is more important than ever. It is the face of IT for the business. And, as businesses maneuver to adapt to new working environments—work from anywhere—help desk technicians take on a strategic imperative. In 2021, the help desk staffing ratio took another jump, albeit small, surpassing the 2019 ratio. This Research Byte summarizes our full report on help desk staffing ratios.
October, 2021
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
European IT Departments More Cautious Than American Counterparts
The best way to describe the European recovery from the COVID-19 pandemic is cautiously optimistic. Maybe with a little extra emphasis on optimistic. But it is nothing quite like the miracle recovery we described a little over a month ago for IT organizations in the US and Canada. Still, it is not all bad. In Europe, we continue to see expected increases in spending on digital transformation, software as a service (SaaS), and cloud, indicating that IT organizations are not holding back on new investments, and they see a clear path toward a digital future. This research byte is a brief description of some of the findings in our European IT Spending and Staffing Benchmarks 2021/2022 study.
September, 2021
The Recovery of IT Spending in 2021
It is nothing short of a miracle. No, not just the vaccines. Producing a vaccine in a year against a novel virus was a miracle. But the other miracle was reshaping the entire global economy practically overnight. Many organizations went to fully working at home over a weekend. Everything any consumer needed from healthcare to home improvement could be shipped to their doorstep. The economy went digital, and there is no going back. So even where vaccine rollouts are slow and lockdowns are still in place, IT budgets are going up. This research byte is a brief description of some of the findings in our IT Spending and Staffing Benchmarks 2021/2022 study.
July, 2021
Coronavirus Putting 2020 IT Budget Plans in State of Flux
At the beginning of 2020, companies in the U.S. and Canada were poised for another year of strong IT operational budget growth. For the fourth year in a row, IT operational budgets were set to increase at a rate higher than inflation. The outlook for the year was looking strong for IT organizations—at least until the global pandemic struck. This Research Byte explains why our IT spending and staffing benchmarks for 2020 remain valid, even though we see the COVID-19 pandemic putting a dampener on year over year IT spending growth.
July, 2020
Get Access to Our 2020 IT Spending Metrics
Our IT Spending Survey is now underway, and we're looking for additional qualified respondents. If you have access to your organization's IT budget, please apply now. If you qualify to participate and you complete the online survey, we'll send you the a number of our research publications (including the composite benchmarks from this study), at no charge--over $6,000 in value!
January, 2019
IT Staffing Levels Flat as Cloud Shifts Focus to Higher-Level Skills
IT operational budgets in 2017 are growing modestly, but that growth is not being mirrored in IT staffing levels, which are essentially flat at the median. According to Computer Economics, fewer than half (49%) of all companies in its newly released IT Spending and Staffing Benchmarks 2017/2018 study are planning to increase IT headcount.
June, 2017
Security, Privacy, Cloud Apps Top Priorities for 2017 IT Spending
When it comes to new spending, IT departments have two rather clear priorities—secure their data and continue the transition to the cloud, according to the Computer Economics annual IT Spending and Staffing Benchmarks study for 2017/2018. Given the constant array of new threats facing IT departments every day, it is no surprise that security is a major priority. At the same time, the rise of cloud applications has been going on for many years, but it continues to accelerate.
June, 2017
Cloud Shows Positive Impact on IT Budgets, New Survey Finds
IT organizations continue on a path of steady but modest growth in operational budgets, while capital budgets and hiring are essentially flat, according to the Computer Economics annual IT Spending and Staffing Benchmarks study for 2017/2018. These trends are tangible evidence of the effects of cloud computing on corporate IT budgets.
June, 2017
IT Spending and Staffing Outlook for 2016: Divergence Ahead
As they make budget plans for 2016, IT organizations in the U.S. and Canada are of two minds. Some IT organizations are bullish about the future and even forecasting a revival in IT capital spending. Others, particularly larger ones, anticipate no growth in their budgets and appear to be hunkering down. Meanwhile, security will be a top priority and migration to the cloud ongoing. In our annual IT budget outlook study, we provide guidance for IT executives in the U.S. and Canada as they firm up spending plans for the coming year. The study assesses IT operational and capital spending plans for 2016, priorities for IT spending and investment, and plans for hiring and outsourcing. (24 pp., 23 fig.) [Research Byte]
December, 2015
IT Spending and Staffing Outlook for 2015
What is the outlook for IT spending and staffing in 2015? This annual report provides an early look at the economic trends that are shaping IT budgets heading into the new year to assist IT executives in preparing their spending plans. The study assesses IT spending plans for 2015, priorities for IT spending and investment, plans for hiring and outsourcing, and use of contractors and part-time workers. We also look at the forecast for pay raises for IT workers. (34 pp., 26 figs.) [Research Byte]
November, 2014
IT Spending and Staffing Outlook for 2014
This annual report provides guidance for IT executives as they firm up spending plans for the coming year. It also is useful for IT product and service providers in forecasting economic trends for IT spending for 2014. The study assesses the spending and staffing actions IT managers are currently taking, the budget actions they took over the past year, and what they are including in their budget plans for the year ahead. Our outlook report provides 2014 forecasts for IT operational spending, IT capital spending, and IT hiring. We also forecast pay raises for IT workers. (33pp., 26 fig.) [Research Byte]
October, 2013
Outlook for IT Spending and Staffing in 2013
This annual report provides guidance for IT executives as they firm up spending plans for the coming year. It is also useful for IT product and service providers in forecasting economic trends for IT spending for 2013. It is based on our fourth-quarter poll of 162 organizations worldwide. The study assesses the spending and staffing actions IT managers are currently taking, the budget actions they took over the past year, and what they are including in their budget plans for the year ahead. Our outlook report provides 2013 forecasts for IT operational spending, IT capital spending, and IT hiring. We also forecast pay raises for IT workers in North America. (34 pp., 27 fig.) [Research Byte]
January, 2013
Outlook for IT Spending and Staffing in 2012
This annual report provides guidance for IT executives as they firm up spending plans for the coming year. It is also useful for IT product and service providers in forecasting economic trends for IT spending for 2012. It is based on our fourth-quarter poll of 157 organizations worldwide, including 97 IT organizations in the U.S. and Canada, with more than $40 million in annual revenue. The study assesses the spending and staffing actions IT managers are currently taking, the budget actions they took over the past year, and what they are including in their budget plans for the year ahead. Our outlook report provides 2012 forecasts for IT operational spending, IT capital spending, and IT hiring by organization size. We also forecast pay raises for IT workers. (28 pp., 27 figs.) [Research Byte]
November, 2011