Re: Staffing Matrix

[Linda VanHorn <Linda.VanHorn () TUFTS EDU>]

Daniel -
  Gartner has published a couple of articles on the staffing matrix -
the most current one came out September 30th and is called "Staffing for
Desktop Management and Support". The high level general ratios are 1
Staff per 200 unmanaged desktops vs 1 Staff per 400 managed desktops,
although usually people have a mix. The paper also discusses system
administration of desktop life cycle management tools, Tier 1 and Tier 2
staffing.
  Our Medical School has used this paper as part of their ITIL metrics.

Regards -
Linda VanHorn,GCIH
Information Security
Tufts University Information Technology
Somerville, MA 02144


Sarazen, Daniel wrote:
> Hi All,
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> I’m wondering if anybody has any matrix providing guidance for the
> following:
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> Servers per server administrator
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> 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)
>
>
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> Thanks,
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> http://media.umassp.edu/pix/mail/umass.gif
>
>         
>
> :: *Daniel Sarazen*, Senior Information Technology Auditor
> :: University Internal Audit
> :: University of Massachusetts President's Office
>
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>
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>
>
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