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https://www.gartner.com/en/documents/3173327/it-key-metrics-data-2016-key-infrastructure-measures-end
Dec 14, 2015 · This research contains high-level End-User Computing cost efficiency and support staff productivity ratios. Information provided was collected throughout 2015 from a global audience. Key cost and support distributions as well as metrics based on the environment scale are also included.
https://www.gartner.com/en/documents/3016518/best-practices-for-determining-your-it-service-desk-staf
Mar 27, 2015 · Best Practices for Determining Your IT Service Desk Staffing Ratio. Published: 27 March 2015. ID: G00273465. Analyst(s): Priyanka Ashok , Chris Matchett. It's okay for IT service desk staffing levels to be higher or lower than the industry average and those of other companies.
https://www.gartner.com/en/documents/1749221/how-to-determine-your-it-service-desk-staffing-ratio
Jul 21, 2011 · Summary IT organizations often optimize their IT service desk staffing levels solely on the basis of cost. Many variables affect staffing ratios, and no single industry-standard benchmark for an IT service desk staffing ratio is appropriate for all companies.
https://www.gartner.com/en/documents/1138913/do-you-have-the-right-it-service-desk-staffing-ratio-
Aug 19, 2009 · No Magic Staffing Ratios; The Largest Staffing Variable Is Contacts per End User to the IT Service Desk; Other Variables That Influence IT Service Desk Staffing Ratios. Size of the IT Service Desk; Service-Level Expectations; Process Maturity; Average Handle Time; Utilization Rate; Number of Requests in the Queue; Service Offerings
https://www.gartner.com/en/documents/3832268/how-to-determine-your-it-service-desk-staffing-ratio
Nov 22, 2017 · Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations.
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.industryweek.com/the-economy/public-policy/article/22007831/it-matters-it-support-staffend-user-ratio-short-of-ideal
Farthest from their ideal were CIOs from midsize firms (250-499 employees), who said that their ratio of end-users to IT support staff is 131:1, when in a perfect world it would be 64:1. The national poll includes interviews with more than 1,400 CIOs from a stratified random sample of U.S. companies with 100 or more employees.
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.techrepublic.com/article/download-these-guidelines-to-develop-the-right-end-user-it-support-staff-ratio/
Download these guidelines to develop the right end user/IT support staff ratio by Mike Walton in CXO on October 10, 2000, 12:00 AM PST
https://www.techrepublic.com/article/what-is-a-reasonable-end-user-tech-support-ratio/
Concerns of cost control combined with quality of service often make finding the optimum end-user to tech-support ratio difficult. There are a variety of factors that affect the number of support ...Author: Singer Singleton
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