Do you remember a time when determining the size of your IT team was a simple head count calculation?
Each end user requires X amount of IT support hours and we have Y amount of end users. These days, with so much complexity, the calculation is not so straight forward. Gartner talks about an average ratio of 70:1, however in our experience this only fits a small set of companies.
IT environments now span the whole breadth of most companies, and requirements are constantly fluctuating. Engineers are managing more and more, across cloud and infrastructure maintenance, application support and Dev Ops, and the ever-challenging end user support.
Under-resourcing in any of these areas can have major knock-on effects, directly impacting productivity, revenue generation, and staff satisfaction. But over-resourcing the IT support function is not an option for most businesses as it can have a negative impact on profit.