Gartner Research

Staffing for Desktop Management and Support

Published: 30 September 2009

ID: G00171197

Analyst(s): Terrence Cosgrove , Ed Holub

Summary

Organizations spend almost 4% of their IT budgets on desktop management and support staff, and they frequently ask about proper staffing levels. Gartner tracks staffing metrics; however, even if you're in line with industry-average levels, you could still be understaffed or overstaffed.

Table Of Contents
  • Overview
  • Description of the Desktop Support Roles
  • Typical Staffing Ranges (Ratio of PCs to IT Personnel)
  • Complexity Factors
    • User Autonomy
    • Platform Standardization
    • Tools
    • Geographic Complexity
    • Support Expectations
    • Process Maturity
    • Breadth of Responsibility
    • Expertise
    • Number of Applications
    • Age of Hardware
    • Breadth of Devices
    • Rate of Change
    • Centralization Versus Decentralization

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