I have to calculate the required number of staff (-> support costs) for using and managing a specific software system which is an on-premise solution and can manage devices like mobile devices, notebooks etc. and deploy internal enterprise applications.

I know that there are a lot of parameters like amount of users who will use the system and need support, how many software updates per year, support time (24/7) etc. But I want to know how can this be calculated in general? Are there any best practices or methods which I can base me on?

closed as not constructive by Sven, Ward, voretaq7 May 5 '13 at 3:38

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  • possible duplicate of Can you help me with my capacity planning? – Sven May 4 '13 at 13:49
  • I do not have to plan hardware costs or development costs, only the support costs which will be caused by using a software system. We have x devices and y applications which should be managed which will be used by z users. So I think I will create an excel sheet and do some calculations. – Tim May 4 '13 at 14:06
  • @Tim Planning staff costs is way out of scope for Server Fault -- As it's phrased it's also way too broad: we have no way of knowing what kind of maintenance will be required by this software/system (buggy systems will chew up more resources), nor what kind of users you'll have (high-maintenance users who call every day for hand-holding obviously require more support staff). The best resource I could point you at would be a course in project management. – voretaq7 May 5 '13 at 3:38

No, there is no general approach and there can't be as this all so completely dependent on your situation that any attempt to generalize this would be meaningless.

  • Okay, I thought that maybe there are some approaches which I can use as a basis rather than reinventing the wheel. – Tim May 4 '13 at 14:03
  • Cost estimation for software engineering exists like COCOMO and function point analysis, so I thought there is maybe sth. similiar for support costs estimations. – Tim May 4 '13 at 14:09

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