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. We provide benchmarks for the composite sample, by organization size, and by sector. We conclude with recommendations for optimizing the productivity of communications system support personnel. (20 pp., 7 fig.)
Communications System Support Staffing Ratios 2019
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