IT KEY METRICS DATA FOR INFRASTRUCTURE & OPERATIONS
The IT Key Metrics Data for Infrastructure & Operations is divided into three main volumes of information. Please click on the link below to visit a particular section of the report.
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- Introduction
- Key Industry Measures
- Key Industry Measures: Multi Year Trends
- Key Infrastructure Metrics
- Glossary of Terms
- Definition of Industries
Key Infrastructure Metrics
Mainframe
- Notable Mainframe Environment Trends
- Mainframe Spend as a Percent of IT Spend
- Mainframe Spend as a Percent of IT Spend 2005 - 2006 Averages
- Mainframe Cost Per MIPS
- Mainframe Cost Per MIPS 2002 - 2006 Averages
- Distribution of Mainframe Costs 2002 - 2006 Averages
- Mainframe Support FTEs as a Percent of Total IT FTEs
- Mainframe Support FTEs as a Percent of Total IT FTEs 2005 - 2006 Averages
- Salaries & Benefits Cost Per Mainframe Support FTE
- Salaries & Benefits Cost Per Mainframe Support FTE 2002 - 2006 Averages
- Distribution of Mainframe Support: Insourced vs. Contract 2002 - 2006
- Mainframe Support FTE Per MIPS
- Mainframe Support FTE Per MIPS 2002 - 2006 Averages
- Mainframe MIPS Per Support FTE
- Mainframe MIPS Per Support FTE 2002 - 2006 Averages
Intel Server
- Notable Intel Server Environment Trends
- Intel Server Spend as a Percent of IT Spend
- Intel Server Spend as a Percent of IT Spend 2005 - 2006 Averages
- Intel Server Cost Per Server/Processor
- Intel Server Cost Per Server vs. Cost Per Processor 2002 - 2006 Averages
- Distribution of Intel Server Costs 2002 - 2006 Averages
- Intel Server Support FTEs as a Percent of Total IT FTEs
- Intel Server Support FTEs as a Percent of Total IT FTEs 2005 - 2006 Averages
- Salaries & Benefits Cost Per Intel Server Support FTE
- Salaries & Benefits Cost Per Intel Server Support FTE 2002 - 2006 Averages
- Distribution of Intel Server Support: Insourced vs. Contract 2002 - 2006
- Intel Server Support FTEs Per Server/Processor
- Intel Server Support FTEs Per Server/Processor 2002 - 2006 Averages
- Intel Servers/Processors Per Support FTE
- Intel Servers/Processors Per Support FTE 2002 - 2006 Averages
Unix Server
- Notable Unix Server Environment Trends
- Unix Server Spend as a Percent of IT Spend
- Unix Server Spend as a Percent of IT Spend 2005 - 2006 Averages
- Unix Server Cost Per Server/Processor
- Unix Server Cost Per Server vs. Cost Per Processor 2002 - 2006 Averages
- Distribution of Unix Server Costs 2002 - 2006 Averages
- Unix Server Support FTEs as a Percent of Total IT FTEs
- Unix Server Support FTEs as a Percent of Total IT FTEs 2005 - 2006 Averages
- Salaries & Benefits Cost Per Unix Server Support FTE
- Salaries & Benefits Cost Per Unix Server Support FTE 2002 - 2006 Averages
- Distribution of Unix Server Support: Insourced vs. Contract 2002 - 2006
- Unix Server Support FTEs Per Server/Processor
- Unix Server Support FTEs Per Server/Processor 2002 - 2006 Averages
- Unix Servers/Processors Per Support FTE
- Unix Servers/Processors Per Support FTE 2002 - 2006 Averages
Data Network
- Data Network Spend as a Percent of Total IT Spend
- Data Network Spend as a Percent of Total IT Spend 2002 - 2006 Averages
- Data Network Support FTEs as a Percent of IT Employees
- Data Network Support FTEs as a Percent of IT Employees 2002 - 2006 Averages
- Wide Area Network Cost Per Device
- Wide Area Network Cost Per Device 2002 - 2006 Averages
- Wide Area Network Spend Distribution 2002 - 2006 Averages
- Salaries & Benefits Cost Per Wide Area Network Support FTE
- Salaries & Benefits Cost Per WAN Support FTE 2002 - 2006 Averages
- Distribution of Wide Area Network Support 2002 - 2006 Averages
- Local Area Network Cost Per Port
- Local Area Network Cost Per Port 2002 - 2006 Averages
- Local Area Network Spend Distribution 2002 - 2006 Averages
- Salaries & Benefits Cost Per LAN Support FTE
- Salaries & Benefits Cost Per LAN Support FTE 2002 - 2006 Averages
- Distribution of Local Area Network Support 2002 - 2006 Averages
- Metropolitan Area Network Cost Per Gigabyte
- Metropolitan Area Network Cost Per Gigabyte 2004 - 2006 Averages
- Metropolitan Area Network Spend Distribution 2002 - 2006 Averages
- Salaries & Benefits Cost Per Metropolitan Area Network Support FTE
- Salaries & Benefits Cost Per MAN Support FTE 2004 - 2006 Averages
- Distribution of Metropolitan Area Network Support 2004 - 2006 Averages
- Internet Access Services Cost Per Gigabyte
- Internet Access Services Cost Per Gigabyte 2004 - 2006 Averages
- Internet Access Services Spend Distribution 2002 - 2006 Averages
- Salaries & Benefits Cost Per IAS Support FTE
- Salaries & Benefits Cost Per IAS Support FTE 2004 - 2006 Averages
- Distribution of Internet Access Services Support 2002 - 2006 Averages
- Remote Access Services Cost Per End-User
- Remote Access Services Cost Per End-User 2004 - 2006 Averages
- Remote Access Services Spend Distribution 2002 - 2006 Averages
- Salaries & Benefits Cost Per RAS Support FTE
- Salaries & Benefits Cost Per RAS Support FTE 2004 - 2006 Averages
- Distribution of Remote Access Services Support 2002 - 2006 Averages
Voice Network
- Voice Network Spend as a Percent of Total IT Spend
- Voice Network Spend as a Percent of Total IT Spend 2002 - 2006 Averages
- Voice Network Support FTEs as a Percent of IT Employees
- Voice Network Support FTEs as a Percent of IT Employees 2002 - 2006 Averages
- Wide Area Voice Spend as a Percent of IT Spend
- Wide Area Voice Support as a Percent of IT FTEs
- Wide Area Voice Cost Per Call Minute
- Wide Area Voice Cost Per Call Minute 2002 - 2006 Averages
- Wide Area Voice Spend Distribution 2002 - 2006 Averages
- Salaries & Benefits Cost Per Wide Area Voice Support FTE
- Salaries & Benefits Cost Per WAV Support FTE 2002 - 2006 Averages
- Distribution of Wide Area Voice Support 2002 - 2006 Averages
- Voice Premise Technology Spend as a Percent of IT Spend
- Voice Premise Technology Support as a Percent of IT FTEs
- Voice Premise Technology Cost Per Active Extension
- Voice Premise Technology Cost Per Active Extension 2002 - 2006 Averages
- Voice Premise Technology Spend Distribution 2002 - 2006 Averages
- Salaries & Benefits Cost Per VPT Support FTE
- Salaries & Benefits Cost Per VPT Support FTE 2002 - 2006 Averages
- Distribution of Voice Premise Technology Support 2002 - 2006 Averages
Desktop & Peripherals
- Client & Peripherals Spend as a Percent of Total IT Spend
- Client & Peripherals Spend as a Percent of Total IT Spend 2002 - 2006 Averages
- Client & Peripherals Cost Per Client
- Client & Peripherals Cost Per Client 2002 - 2006 Averages
- Distribution of Client & Peripherals Spend 2002 - 2006 Averages
- Client & Peripherals Support FTEs as a Percent of Total IT FTEs
- Client & Peripherals Support FTEs as a Percent of Total IT FTEs 2002 - 2006 Averages
- Salaries & Benefits Cost Per Client & Peripherals Support FTE
- Salaries & Benefits Cost Per Client & Peripherals Support FTE 2002 - 2006 Averages
- Distribution of Client & Peripherals Support: Insourced vs. Contract
- Clients Per Client & Peripherals Support FTE
- Clients Per Client & Peripherals Support FTE 2002 - 2006 Averages
- Types of Client Hardware Utilized
Help Desk
- A Note on Total Cost of Ownership
- Help Desk Spend as a Percent of IT Spend
- Help Desk Spend as a Percent of IT Spend 2002 - 2006 Averages
- Help Desk Cost Per Call
- Help Desk Cost Per Call 2002 - 2006 Averages
- Distribution of Help Desk Costs 2002 - 2006 Averages
- Help Desk Support FTEs as a Percent of Total IT FTEs
- Help Desk Support FTEs as a Percent of Total IT FTEs: 2002 - 2006 Averages
- Salaries & Benefits Cost Per Help Desk Support FTE
- Salaries & Benefits Cost Per Help Desk Support FTE: 2002 - 2006 Averages
- Distribution of Help Desk Support: Insourced vs. Contract 2002 - 2006 Averages
- Calls Handled Per Help Desk Support FTE Per Month
- Calls Handled Per Help Desk Support FTE Per Month: 2002 - 2006 Averages
- Calls Into the Help Desk Per End-user Per Month
- Calls Into the Help Desk Per End-user Per Month: 2002 - 2006 Averages
- First Call Resolution Rate
- First Call Resolution Rate: 2002 - 2006 Averages
- Abandonment Rate
- Abandonment Rate: 2002 - 2006 Averages
- Speed to Answer (seconds)
- Speed to Answer (seconds): 2002 - 2006 Averages
Contact Center
- Contact Center Cost Per Inbound Call
- Distribution of Contact Center Costs
- Salaries & Benefits Per Contact Center Support FTE
- Inbound Calls Handled Per Month Per Total Contact Center FTE
- Number of Calls Per Month Per Contact Center Customer
- First Call Resolution Rate Reported
- Percent of Abandoned Voice Calls
IT Customer Satisfaction
- Notable IT Customer Satisfaction Trends
- IT Customer Satisfaction Rating - Global View
- IT Customer Satisfaction Rating - Regional View: APAC
- IT Customer Satisfaction Rating - Regional View: EMEA
- IT Customer Satisfaction Rating - Regional View: NA
- IT Customer Satisfaction Rating by Size: Supporting < 500 Clients
- IT Customer Satisfaction Rating by Size: Supporting 500 - 1,000 Clients
- IT Customer Satisfaction Rating by Size: Supporting 1,000 - 5,000 Clients
- IT Customer Satisfaction Rating by Size: Supporting 5,000 - 10,000 Clients
- IT Customer Satisfaction Rating by Size: Supporting > 10,000 Clients
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