how much should a small organization should pay for IT support and services?

February 2, 2004 10:47 AM

I need some help finding general numbers/info about how much a small organization (around 50 employees) should expect to pay for IT support and services.
posted by yeahyeahyeahwhoo to Computers & Internet (4 answers total)

The range is going to be pretty broad depending on industry and the size of IT infrastructure. At one end are just PC, LAN and workgroup server support costs for simple light office use, and at the other end are the costs of supporting a business with a heavy investment in IT as a competitive tool -- "e-commerce," customer relationship management, or an engineering or manufacturing shop with CAD and/or automation.

I've used a ballpark figure in the past: 7%-10% of the payroll per year for businesses with a strong emphasis on exploiting IT and growing an infrastructure. Your situation may be entirely different, and that number might be either unsurprising or alarming.
posted by majick at 10:58 AM on February 2, 2004

You'll need to break down the generic nature of "IT" into its components first to get a better idea:

-Helpdesk Services
-Hardware Break-Fix
-Application and or Web Development
-Computer Moves/Initial Setup/Disposal
-Software Standardization/Imaging/Change Management/Patch Management
-Software Distribution and Packaging
-Network closet and premise wiring support
-Voice mail
-Server support

Many of these line items may be extravagant for a small business, but they define the piece meal approach to services that most IT organizations utilize whether in house or outsourced. Without knowing which components you need it's very difficult if near impossible to point you in the right direction
posted by machaus at 11:00 AM on February 2, 2004

Response by poster: the org is a small non profit that is making some budget changes.

i realize that IT can be broken down into those areas (part of my plan is outlining this to them), i've found some gartner research on schools that is helpful to some extent. but, i'm having a hard time finding free support materials and hard numbers.
posted by yeahyeahyeahwhoo at 11:36 AM on February 2, 2004

Why not call some outsourcing firms and get estimates? Break down internal vs. external designations and go for both a high-end and a small, scrappy company. That should give you a range on which to base your costs.
posted by werty at 12:03 PM on February 2, 2004