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Stki 2011 staffing_ratios

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IT staffing ratios

IT staffing ratios

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  • 1. Staffing Ratios Pini Cohen’s work Copyright 2011 @STKI 1 Do not remove source or attribution from any graphic or portion of graphic
  • 2. Table of contentsERP BIDWPortal NetworkingPrinting SecurityDevelopment SOAESBESM – Monitoring DBMSServers NOC – OperatorsPC support StoragePPM Pini Cohen’s work Copyright 2011 @STKI 2 Do not remove source or attribution from any graphic or portion of graphic
  • 3. Click to edit Master title styleERP Staffing ratios in Israel • Click size of Israeli ERP department:Averageto edit Master text styles 15 employees Second level link between degree of customizations andClearThird level size of ERP staff – Fourth levelPercent of » Fifth employees from entire IT ERP level department: 8-10% (ranged from 3%-45%)Average ratio ERP staff / ERP users: 1: 52 – 1:80Ratio abroad: 1:31 in multiple versions installations, 1:40 forsingle version installation (Source: Computer Economics) The larger the installation – the better the Ratio Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 3
  • 4. SAP to edit in IsraelClickstaffingMaster title style• Click to edit Master text styles department is 50% of ERP SAP Second level implementers! Third level (who perform many of the other tasks) SAP ‫חלוקת תפקידים מחלקות‬ – Fourth level » Fifth level :‫הדרכה‬ 4% :‫תמיכה‬ 21% :‫מיישמים‬ 48% :‫בייסיס‬ 14% Source: STKI survey :‫מפתחים‬ Einat Shimoni’s work Copyright 2010 @STKI Einat Shimoni’s work Copyright 2011 @STKI or attribution from any graphic or portion of graphic Do not remove source 16% Do not remove source or attribution from any graphic or portion of graphic 4 4
  • 5. Click to edit Master title style ERPERP staffing trends • Click to Organizations stylesInsourcing! edit Master textprefer to “go it alone” and only use outside help in new areas Second level Third levelEven then, they want to gradually train  – Fourth leveltheir own people » Fifth levelAreas in which outside help is wanted:New modules (no knowledge) ERP Infrastructures (portals, BI, BPM) – Fusion, Netweaver Top experts knowledge – but only for a few hours  Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 5
  • 6. Size of to edit Master titleClick ERP department style ERPdepends on: • Click to edit Master text styles ‫מידת השינויים שנעשו בחבילה‬ Second level Third level – Fourth level ‫בינוני‬ -20%( ‫מעט‬ » Fifth level )10% )>10%( 25% 37% ‫משמעותי‬ )<20%( 38% Source: STKI survey Einat Shimoni’s work Copyright 2010 @STKI Einat Shimoni’s work Copyright 2011 @STKI or attribution from any graphic or portion of graphic Do not remove source 6 Do not remove source or attribution from any graphic or portion of graphic 6
  • 7. And to edit of use:Clickon type Master title style ERP• Click to edit Master text styles Second level - ‫אופי היישום‬ ‫ליבתי או אדמיניסטרטיבי‬ Third level – Fourth level » Fifth level ‫גם‬ ‫וגם‬ 13% ‫ליבתי‬ 37% ‫אדמיניסט‬ ‫רטיבי‬ 50% Source: STKI survey Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 7
  • 8. Click– to edit Master title styleIsrael DW/BI Staffing ratio • Click to ratio: BI/DW is 6% of IT department Average Israeli edit Master text styles(compared to 4.3% abroad – source: Computer Economics) Second levelAn average of 8level Third DW/BI employees in Israeli organizations  – Fourth levelSmallest: government+high tech (2-5 employees,3% of IT) » Fifth levelLargest: banking+telecom (15-60 employees, 8-10% of IT)75% of Israeli enterprises have a centralized BI/DW department (very good compared to worldwide situation)50% of staff is external, trend towards in-sourcing BI  Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 8
  • 9. Click Staffing ratio in Israel stylePortal to edit Master title • Click to edit Master text stylesAverage number of employees dedicated to portals  Second levelin Israel: 2.5 employees (~2% of IT department) Third levelIn 70% of organizations, portal is under the IT  – Fourth leveldepartment » Fifth level Small departments, also doing other things (i.e Internet, document management) Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 9
  • 10. Networking Staffing Ratios Ratios of data/voice Ratios of data/voicenetworking Personnel networking Personnel (Israel) (Abroad) 6% of IT unit 7.7% of IT unit Average number of Ports / End user (Israel) 4.7 Ports / End user Shahar Maor’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic Source: STKI Source for non-Israeli numbers: Computer Economics 10
  • 11. Customer Center Staffing Average number of IT FTEs dedicated to CC operations (including HD, not including operators of any kind) 7.5Application related -75% Telephony/Infrastructure related -25% Shahar Maor’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic Source: STKI 11
  • 12. Israeli Printing Benchmarks Average Employ Average % Average % of Printer pages /user /printers Of colored pages /job multiple expenses (1 year) pages pages jobs /userIsrael (CrossSector) 4,333 5.2 18% 2.7 75% 1,062 ₪ Source: Prime2 and Methoda, 2011 Shahar Maor’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 12
  • 13. Israeli Printing BenchmarksSector Average Employ Average % Average % of Printer pages /user /printers Of colored pages /job multiple expenses (1 year) pages pages jobs /userDefense 4,000 3.2 9% 2.2 59% 968 ₪Finance 5,775 3 8% 2.65 71% 1,331 ₪Healthcare 5,000 2.3 15% 2.72 79% 1,500 ₪Government 5,600 3.2 7% 2.85 77% 1,166 ₪Services 4,257 5.8 21% 2.94 81% 914 ₪Industry 3,400 7.2 23% 2.78 76% 603 ₪Telecom 3,150 7.6 14% 2.35 65% 1,255 ₪ Best in class Bad! Source: Prime2 and Methoda Shahar Maor’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 13
  • 14. Security Budgeting Ratios Ratios of Security Ratios of Security Budget (Israel) Budget (abroad)4.3% of IT operational 4% of IT operational budget budget Shahar Maor’s work Copyright 2011 @STKI Do notfigure: Computer Economics Source for abroad remove source or attribution from any graphic or portion of graphic 14
  • 15. Security Staffing Ratios Ratios of Security Ratios of Security Personnel (Israel) Personnel (Abroad) 2% of IT unit 1.8% of IT unitShahar Maor’s work Copyright 2011 @STKI Do notfigure: Computer Economics Source for abroad remove source or attribution from any graphic or portion of graphic 15
  • 16. Security Staffing Ratios-Israel >10 FTE Average IT size: 160 FTE 6-10 FTE 2-5 FTE 0-1 FTE0% 10% 20% 30% 40% 50% 60% Shahar Maor’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic Source: STKI 16
  • 17. Spending from IT budget on developing new SW projects All Data Package customization not includedMore Dev. ratios can befound in the “STKIdevelopment research” Pini Cohen’s work Copyright 2011 @STKI 17 Do not remove source or attribution from any graphic or portion of graphic Source: STKI Survey
  • 18. EAISOA Support Ratios• EAI SOA variations are very big: – From static (old) messaging interface (MQ) to new and changing “SOA” service – How “thick” is the interface: 20 times a day to 20,000 a minute – How involved are the applications developers? – Example of service : “update flight details to web site”, “credit scoring” , etc. – How to count?! Example: there is one big service “Retrieve document” but this services is accessing 10 applications and 3 document management environments. It also has several variationsaccess methods. So what should be the count?! Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 19. EAISOA Support Ratios• Number of Services/Interfaces supported by Integration/ESB/SOA team FTE Per FTE # of Services 25 percentile 51 Median 125 75 percentile 180 Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 20. ESM (Enterprise System Management) support ratio• Numbers of servers in Open (Win, Linux, Unix) covered by ESM team (including BSM, CMDB, etc. – if implemented)• Data about “not capable ESM teams” not included• FTE member: Per FTE # of Servers (all) # of Servers Prod 25 percentile 216 131 Median 347 220 75 percentile 459 316• About the same as last years data Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 21. DBMS Support Ratios• Number of developers (in the Open) supported by DBA FTE Per FTE # of Applications New 25 percentile 11 Median 19 75 percentile 28 Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 22. Server Ratios - Windows• Number of Windows Servers (logical ) per System member Per FTE All Win Prod Win Servers Servers 25 percentile 92servers 47servers Median 122 Servers 67 Servers 75 percentile 200 Servers 100 servers – Median about the same compared to last year but both 25% percentile and 75% percentile increased at about 15% – Server is either physical or virtual – This includes SBC (CitrixWTSJetro) support• For development environment’s ratios can grow up to 600 Servers per FTE• Organizations with 100% identical servers in branches can get ratios of 1:500 servers per FTE Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 23. Percent of Production Windowsserver from all Windows servers Percent of prod servers 25 percentile 50% Median 62% 75 percentile 75% Server is either physical or virtual Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 24. Server Ratios –Unix Linux• Number of Unix (OS) and Linux servers per System member: Per FTE Unix Linux Servers 25 percentile 15servers Median 35 Servers 75 percentile 50 Servers• Roughly same ratios as last year’s data• Virtualization is used much less in Unix then in WindowsLinux• Good metric for Unix is hard to find: – Per CPU (but there are machines with many virtual OS on each CPU) – Per OS (but there are sometimes huge machines with 1 OS) – Per physical server Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 25. NOC, Operators Ratio• Number of Open production servers per NOC person: Per FTE Unix Linux Servers 25 percentile 15servers Median 46 Servers 75 percentile 80 Servers• Large variety since there is large variety in NOC operations• MF, AS/400, OpenVMS – not included in the count but add lots of load Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 26. PC Support Ratios• Support per PC is not equal to Support per Employee since there might be organizations with more PC and Employees (some employees has more than one PC) or vice versa (one PC is used for several employees working in shifts). The difference is small.• Service desk ratios variation is related a lot to the “application support” and even “business support”.• Applicationbusiness related support might be up to 30% of service desk effort Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 27. PC Support Ratios and TCO• 2nd level support is dependent on geographical locations and related devices (“check readers”)• PC Second Level support Ratios variation is very big since in some organizations the field technicians are part of new system implementation, some are responsible for HW (and some not…)• Thin client reduces the need for 2nd level support but increases the need for infrasystem support• Is the SBC system part of System or PC ?! Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 28. PC Support Ratios• Support Per PC for FTE Per FTE Service Second Third – Total Desk Level Image Support per PC 25 percentile 208 285 1000 117 Median 458 417 2000 159 75 percentile 573 525 3050 201 Source: STKI• Support per Employee for FTE Per FTE Service Second Third – Total Desk Level Image Support per Empl. 25 percentile 250 247 1025 117 Median 492 400 2000 157 75 percentile 592 675 3375 260 Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 29. Storage Ratios• Number of Raw TB and Usable TB per Storage Staff Member FTE (including backup and DRP of storage): Per FTE RAW Storage Usable Storage 25 percentile 97TB 42TB Median 225TB 150TB 75 percentile 350TB 238TB• Moderate 25% increase from last years data Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 30. Usable/Raw storage ratio• Net Storage in this research – usable for applications: – After Raids – After replication to DRP – Without VTL’s NETRAW Ratio – The term “Usable storage” is 25 percentile 50% tricky since with snapshots Median 60% application can see more 75 percentile 71% storage then “Raw storage” Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 31. PPM Israeli Trends• Most of ITOs have expended their OTC in 2010: OTC ~3.65% of IT department (vs. 2% last year) Galit Fein’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 31