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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
IT Spending and Staffing Benchmarks 2020-2021: Chapter 21: Food and Beverage Subsector Benchmarks
Chapter 21 provides benchmarks for food and beverage manufacturers. The 16 respondents in the sample range in size from $145 million to $2.2 billion in annual revenue. Food and beverage companies produce beverages, snack foods, meat products, seafood products, vegetables, dairy products, dietary supplements, and other consumable food products. Some are suppliers to other food manufacturers or to the food service industry, while many also distribute consumer products to retailers or direct to consumers. (49 pp., 30 fig.)
July, 2020
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
New Technologies Boost Business Analytics but Challenges Remain
IT organizations continue to devour data at unprecedented rates, and adoption and investment in business and data analytics tools are reaching new heights. But challenges remain when it comes to wider adoption of these tools. This Research Byte summarizes our full report on business and data analytics technologies.
November, 2021
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
CRM Necessary but Messy
Customer relationship management systems are one of the most widely adopted categories of enterprise applications. But investing in a new CRM can be a messy business. As a core system, a CRM needs to interact with data across the entire business. Business processes should change to match the new capabilities. Hidden or unexpected costs can quickly add up, and missteps can result in a major setback, or worse, project failure. This Research Byte summarizes our full report on CRM Adoption Trends and Customer Experience.
September, 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
Current Fair Market Values October 2021
Our Fair Market Value (FMV) report provides data for the following categories of equipment: (1) IBM mainframe and midrange hardware and IBM peripherals; (2) Workstations, PCs, and servers from Compaq, Dell, HP, IBM/Lenovo, Lexmark, Okidata, Silicon Graphics, Sony, Sun, and Toshiba; (3) Network Communication gear from Cisco, Bay/Nortel, IBM, Intel, Lucent, and others. Fair Market Values are provided for end-user, wholesale, and orderly liquidation values (OLV) prices.
October, 2021
Retailers Feeling the Need for More Database Administrators
: While database administration (DBA) staffing remains steady or has declined in most sectors, the retail/wholesale sector has increased staffing in this area. The COVID-19 pandemic elevated the importance of an online presence in the retail/wholesale sector. This Research Byte provides a summary of our full report on database administration staffing ratios.
October, 2021
European IT Spending and Staffing Benchmarks 2021/2022: Chapter 2: Composite Benchmarks
This chapter provides composite metrics for all of the organizations surveyed, across all industry sectors and organization sizes. The key metrics provided in this chapter are listed in the Key Metrics Descriptions section
September, 2021
Application Development Outsourcing on the Rise
The outsourcing of the application development function grew a noticeable amount in our annual IT Outsourcing Statistics study after a period of slow or no growth. However, this is an outsourcing category that deserves watching, because there are countervailing trends that may result in decreased demand for developers in the near future. This Research Byte summarizes our full report on ERP Adoption Trends and Customer Experience.
October, 2021
Digital Acceleration Key to Increase Resilience – A/NZ market
The drive towards digitization due to COVID-19 has changed the nature of IT engagement and outsourcing. It is no different in the case of the Australia and New Zealand (ANZ) market, where clients are facing budget constraints and shorter decision-making windows. Their business strategies are increasingly underpinned by use of multiple digital technologies to cater to changing consumer demand. And, they are responding by consolidating their vendor ecosystems and taking a holistic approach rather than a siloed or individual solution-based view. This article builds on findings from the Wipro Australia and New Zealand Analyst and Advisory Day as well as Avasant Research.
October, 2021