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https://www.beyondtrust.com/assets/documents/HDI_2013_Research_Corner_Staffing_Desktop_Support.pdf
variation in the desktop support arena for a one-size-fits-all approach. The purpose of this research brief is to examine the data from the 2012 HDI Desktop Support Practices & Salary Report and leverage that information to offer a possible starting point for making sound staffing decisions for desktop support.
https://www.gartner.com/en/documents/1193316/staffing-for-desktop-management-and-support
Organizations spend almost 4% of their IT budgets on desktop management and support staff, and they frequently ask about proper staffing levels. Gartner tracks staffing metrics; however, even if you're in line with industry-average levels, you could still be understaffed or overstaffed.
https://www.hdaa.com.au/FilesFolder/Rumburg%20-%20True%20Cost%20of%20Desktop%20Support.pdf
organization handling 5,000 desktop support tickets per month is incurring defect costs of $15,500 per month. That’s $186,000 per year! Figure 3: The Cost of Desktop Support Defects Workload Drivers The final factor that drives the true cost of desktop support is the workload. While this
https://www.gartner.com/doc/2932821/it-key-metrics-data-
This research contains high-level End-User Computing cost efficiency and support staff productivity ratios for organizations managing operations internally. Information provided was collected between 2010 and 2014 from a global audience of CIOs and IT leaders.
https://www.cio.com/article/2425171/as-prices-for-outsourced-desktop-support-drop--some-it-shops-get-shafted.html
In the last year, some IT shops have signed new outsourcing contracts for desktop support with prices ranging from $20 and $24 per device per month, according to Ben Trowbridge, CEO of outsourcing ...Author: Stephanie Overby
https://www.thinkhdi.com/library/supportworld/2016/staffing-ratios-for-support.aspx
The average handle time per contact is 23 minutes, by phone or email. Organization 2 has 3,500 employees in a straightforward environment, using commercial off-the-shelf (COTS) software. On average, each employee contacts support twice per year (.16 times per month) and average handle time is 7 minutes, by phone or email.
https://community.spiceworks.com/topic/936427-it-support-to-end-user-ratio
May 07, 2015 · Back in the days of mainframes, you'd often have 10 -12 IT staff to handle one system. During the early 90s, it dropped to 1 IT person per server, then perhaps 1 per 5 - 10 servers; now with virtualization, you often have a single IT person handling 1000s of servers. A lot will depend upon what systems you run, what level of support etc.
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