Staffing Strategies for Maintenance of Critical Software Systems at the Jet Propulsion Laboratory

Determining Staffing Needs for Administrative, Professional, and Technical Workers in the U.S. Secret Service: Methods and Lessons Learned

“…Although two FTEs is enough manpower to accomplish all of the function's workload, the queuing calculations indicate that the system would tend to have an average of 3.4 requests in backlog and that the customer would see an average time to resolution of 1.7 months, including the wait time. This level of performance might be unacceptably slow, or it might introduce risk to other IT systems that builds as maintenance issues sit unaddressed (Taber and Port, 2016). Thus, the organization might consider reducing the backlog and time to resolution through overtime or adding an additional FTE at the expense of a lower tendency to utilize the employees.…”