Re: Staffing Matrix

["Sarazen, Daniel" <dsarazen () UMASSP EDU>]

Thanks for the feedback.

 

The majority of the servers are currently print/file servers. There is a
population of applications, but they do not process large volumes of
transactions and do not require constant configuration changes. The vast
majority of the servers are Windows based, with a few Novell's thrown
into the mix.

 

As for the desktop standardization, that's an excellent point that I'll
add to our planning.

 

 

 

From: The EDUCAUSE Security Constituent Group Listserv
[mailto:SECURITY () LISTSERV EDUCAUSE EDU] On Behalf Of Harry E Flowers
(flowers)
Sent: Friday, November 20, 2009 4:20 PM
To: SECURITY () LISTSERV EDUCAUSE EDU
Subject: Re: [SECURITY] Staffing Matrix

 

I don't think you really can have a useful matrix of that information
without specifying a lot of environmental variables.

 

First off, how standardized is the environment?

-          If you're running all one flavor of servers all doing the
same or similar tasks, it takes fewer admins to manage.

-          If you're running a standardized desktop that is locked down,
it takes fewer client service technicians and consultants

 

An instructor at a configuration management course years ago made the
following statement which holds true today: "You can't automate
anarchy."  It applies to support situations as well: the less you can
standardize, the more varied the environment and the more resources it
takes to maintain it.  It's hard to find tools that will work well
across Linux, Windows, and Mac desktop environments.  On the server
side, if you're using Citrix, VMware, Xen, Hyper-V, App-V, Windows
Server, SUSE, Red Hat, HP-UX, Solaris, AIX, OS/400, VMS, and any number
of other server technologies instead of standardizing on at most a
handful of them, you'll need more folks to keep your alphabet-soup
environment running.

 

I wouldn't trust any matrix I received that didn't take standardization
into account.  There are also other factors such as how demanding the
applications are that need to be used and how tech-savvy the user base
is.  Having a tech-savvy user base is a mixed blessing, of course... the
less standardized you are, the more variety of things tech-savvy users
will be wanting supported. J

-- 

Harry Flowers

Manager, Systems Software

Information Technology Division

The University of Memphis

 

 

From: The EDUCAUSE Security Constituent Group Listserv
[mailto:SECURITY () LISTSERV EDUCAUSE EDU] On Behalf Of Sarazen, Daniel
Sent: Friday, November 20, 2009 2:38 PM
To: SECURITY () LISTSERV EDUCAUSE EDU
Subject: [SECURITY] Staffing Matrix

 

Hi All,

 

I'm wondering if anybody has any matrix providing guidance for the
following:

 

Servers per server administrator

Help Desk (Tier 1) staffer per supported staff (taking calls, tracking
issues, maybe providing remote support)

Help Desk (Tier 2) staffer per supported staff (Setting up
laptops/desktops and more complicated issue resolution which requires
actually being at the users work area)

 

Thanks,

 

 

 

 

 

 

:: Daniel Sarazen, Senior Information Technology Auditor
:: University Internal Audit
:: University of Massachusetts President's Office

:: 774-455-7558

:: 781-724-3377 Cell
:: 774-455-7550 Fax
:: Dsarazen () umassp edu


University of Massachusetts : 333 South St. : Suite 450 : Shrewsbury, MA
01545 : www.massachusetts.edu <http://www.massachusetts.edu/>