Re: Staffing Matrix

["Harry E Flowers (flowers)" <flowers () MEMPHIS EDU>]

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. :)
--
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,





[cid:image001.gif@01CA69F1.3EB032D0]

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

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:: Dsarazen () umassp edu<mailto:Dsarazen () umassp edu>

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