How many Support Techs does it take to screw in a Light Bulb

I recently discovered a great video that addresses the issue of how many Support techs are needed for a given number of deployed devices. Over the years I have seen ranges of numbers quoted but this is the first time that I have seen a presentation that quantifies the number assigned to the implementation of best practice procedures.  Additionally Justine Nguyen who at the time was the CNET Director of Desktop Support is not attempting to hawk hardware or software … simply to educate.  BRAVO!!!