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Staffing Ratios
  Pini Cohen’s work Copyright 2011 @STKI                                  1
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Table of contents
ERP                                                     BIDW
Portal                                                  Networking
Printing                                                Security
Development                                             SOAESB
ESM – Monitoring                                        DBMS
Servers                                                 NOC – Operators
PC support                                              Storage
PPM




             Pini Cohen’s work Copyright 2011 @STKI                                  2
             Do not remove source or attribution from any graphic or portion of graphic
Click to edit Master title style
ERP 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 – 1:80
Ratio abroad: 1:31 in multiple versions installations, 1:40 for
single 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
SAP to edit in Israel
ClickstaffingMaster 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
Click to edit Master title style ERP
ERP staffing trends

  • Click to Organizations styles
Insourcing! edit Master textprefer to “go it 
alone” and only use outside help in new areas
    Second level
          Third level
Even then, they want to gradually train 
        – Fourth level
their own people
            » Fifth level

Areas 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
Size of to edit Master title
Click ERP department                                                                                   style ERP
depends 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
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
Click– to edit Master title style
Israel 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 level
An average of 8level
       Third DW/BI employees in Israeli organizations 
            – Fourth level
Smallest: government+high tech (2-5 employees,3% of IT)
                » Fifth level
Largest: 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
Click Staffing ratio in Israel style
Portal to edit Master title

 • Click to edit Master text styles
Average number of employees dedicated to portals 
     Second level
in Israel: 2.5 employees (~2% of IT department)
        Third level
In 70% of organizations, portal is under the IT 
           – Fourth level
department
                        » 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
Networking Staffing Ratios

 Ratios of data/voice                                                   Ratios of data/voice
networking 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
Customer Center Staffing

 Average number of IT FTEs dedicated to CC
  operations (including HD, not including
          operators of any kind)
                    7.5
Application 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
Israeli Printing Benchmarks
                   Average     Employ                               Average %                 Average                   % of              Printer
                   pages /user /printers                            Of colored                pages /job                multiple          expenses
                   (1 year)                                         pages                                               pages jobs        /user

Israel (Cross
Sector)               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
Israeli Printing Benchmarks
Sector          Average     Employ                               Average %                 Average                  % of               Printer
                pages /user /printers                            Of colored                pages /job               multiple           expenses
                (1 year)                                         pages                                              pages jobs         /user
Defense               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
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
Security Staffing Ratios

  Ratios of Security                                                 Ratios of Security
  Personnel (Israel)                                                Personnel (Abroad)

         2% of IT unit                                                      1.8% of IT unit




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   15
Security Staffing Ratios-Israel

              >10 FTE                                                                                        Average IT size:
                                                                                                                160 FTE


                                          6-10 FTE


                                                                                                                                 2-5 FTE



                                                                        0-1 FTE

0%        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
Spending from IT budget on
            developing new SW projects
 All Data
 Package
 customization
 not included




More Dev. ratios can be
found in the “STKI
development 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
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
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
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
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
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
Percent of Production Windows
server 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
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
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
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
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
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
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
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
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

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Stki 2011 staffing_ratios

  • 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 contents ERP BIDW Portal Networking Printing Security Development SOAESB ESM – Monitoring DBMS Servers NOC – Operators PC support Storage PPM 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 style ERP 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 – 1:80 Ratio abroad: 1:31 in multiple versions installations, 1:40 for single 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 Israel ClickstaffingMaster 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 ERP ERP staffing trends • Click to Organizations styles Insourcing! edit Master textprefer to “go it  alone” and only use outside help in new areas Second level Third level Even then, they want to gradually train  – Fourth level their own people » Fifth level Areas 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 title Click ERP department style ERP depends 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 style Israel 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 level An average of 8level Third DW/BI employees in Israeli organizations  – Fourth level Smallest: government+high tech (2-5 employees,3% of IT) » Fifth level Largest: 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 style Portal to edit Master title • Click to edit Master text styles Average number of employees dedicated to portals  Second level in Israel: 2.5 employees (~2% of IT department) Third level In 70% of organizations, portal is under the IT  – Fourth level department » 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/voice networking 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) 7.5 Application 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 /user Israel (Cross Sector) 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 Benchmarks Sector Average Employ Average % Average % of Printer pages /user /printers Of colored pages /job multiple expenses (1 year) pages pages jobs /user Defense 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 unit 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 15
  • 16. Security Staffing Ratios-Israel >10 FTE Average IT size: 160 FTE 6-10 FTE 2-5 FTE 0-1 FTE 0% 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 included More Dev. ratios can be found in the “STKI development 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 Windows server 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