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December/January issue, Volume 2, Issue 1

How streamlined IT service operations are doing more with less

The IT ops teams of today are flexible and efficient, using technology and management to run their businesses. What’s their secret? For better or worse, today’s IT service operations team is different from the one you joined five, 10 or 20 years ago, with fewer people and resources managing an ever-increasing number of systems. The most obvious culprit is the economy. In 2009 and 2010, IT budgets fell sharply. According to Gartner, they shrank 8.1% in 2009, and another 1.1% the year after. And while IT budgets started growing again in 2011, they are only at the level they were in 2005. At the same time, fewer IT staffers are managing more systems. Gone are the days of the 25:1 system-to-system-administrator ratio; today that number is closer to 250:1. “This is the new normal,” said Mike Sargent, general manager for enterprise management at CA, the management software vendor. “The effective demands on IT are going up exponentially, and it is under massive pressure to keep costs under control.” But most IT teams have responded ...

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