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Right Sizing for Application Support Staff in Enterprise Environment

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by mark.baggesen

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Greetings.

Here is my question(s:

How do IT Managers in an Enterprise environment decide the right number of people for 2nd and 3rd level support of applications in production (the levels defined as: staff responding to operational problems, errors, bugs fixes as well as new development projects )? Is there a rule of thumb for estimating the right number of staff?

We have peoplesoft, oracle, jd edwards, siebel in house and would like to find a methodology that helps company?s ?right size? that part of IT.

A colleague of mine has said 2 to 4 support people, per large software module (such as the HR module for SAP, or the CRM module for People). Do you think is correct?

Should the number of users effect, the number of support staff at this level that you choose?

Thank you so much for your participation in this forum.

2 replies

by cg it

If you have no support/trouble call history to go on, then how many is a WAG. You WAG and then adjust as needed until you have history.

If you do have history on support and trouble call, then you use that to justify your budget for support levels.

It's not so much how many per application or user but how much work there is and how many are needed to accomplish the work.

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