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https://www.thinkhdi.com/library/supportworld/2016/staffing-ratios-for-support.aspx
Each contact, on average, lasts 7 minutes, so the total amount of work for the analysts is 49,000 minutes (7 x 7000), or 816.7 hours. Given an 8 hour workday (yes, that includes all breaks and lunches—we’ll subtract them out later) for 5 days a week and 52 weeks a year,...
https://www.computereconomics.com/article.cfm?id=1328
Therefore, understanding the support requirements of these systems is important for managing overall staffing levels within IT. This Research Byte is a summary of our full report, ERP Support Staffing Ratios. ERP Support Staffing is Key to TCO ERP systems are intended to form the transactional backbone of the major functions of an organization.
https://www.gartner.com/en/documents/1193316/staffing-for-desktop-management-and-support
Gartner tracks staffing metrics; however, even if you're in line with industry-average levels, you could still be understaffed or overstaffed. Organizations spend almost 4% of their IT budgets on desktop management and support staff, and they frequently ask about proper staffing levels.
https://www.computereconomics.com/page.cfm?name=IT_Staffing_Ratios
Computer Economics--IT metrics and best practices for the strategic and financial management of information technology, with focus on IT spending benchmarks by industry and organization size, IT staffing ratios, IT best practices, outsourcing, and technol
https://itbenchmark.files.wordpress.com/2010/04/gowen_predicting.pdf
Predicting Staffing Sizes for Maintaining Computer-Networking Infrastructures by Lon D. Gowen, Ph.D. Lead Systems and Software Engineer The MITRE Corporation Abstract MITRE recently completed a three-month study to assess the “state of the practice” in staffing levels for maintaining a computer-networking infrastructure (CNI). The
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