Lowering TCO: Using Desktop Policies, Procedures and Best Practices

Lowering TCO: Using Desktop Policies, Procedures and Best Practices

Mark MargeviciusMark Margevicius

Key IssuesKey Issues

How has PC usage evolved, and what are How has PC usage evolved, and what are the new barriers of management that have the new barriers of management that have been introduced as a result?been introduced as a result?

What are the best practices that are effective What are the best practices that are effective in regaining IT control of client devices?in regaining IT control of client devices?

What impact will client-centric technologies What impact will client-centric technologies have in management approaches of IT?have in management approaches of IT?

Key IssuesKey Issues

How has PC usage evolved, and what are How has PC usage evolved, and what are the new barriers of management that have the new barriers of management that have been introduced as a result?been introduced as a result?

What are the best practices that are effective What are the best practices that are effective in regaining IT control of client devices?in regaining IT control of client devices?

What impact will client-centric technologies What impact will client-centric technologies have in management approaches of IT?have in management approaches of IT?

PCs are integrated to all systems PCs are integrated to all systems

PCs are no longer just personalPCs are no longer just personal

PCs are not alonePCs are not alone

Focus on manageabilityFocus on manageability

IT must assume controlIT must assume control

PCs are enterprise clientsPCs are enterprise clients

PC-Client EvolutionPC-Client Evolution

The Goal:The Goal: Company- Company-owned PCs for the owned PCs for the home benefit everyonehome benefit everyone

Employee-Owned PCs — Pandora’s Box Is Now Open

Employee-Owned PCs — Pandora’s Box Is Now Open

More workMore work

Nice benefitNice benefit

More skilled workersMore skilled workers

Lower training costsLower training costs

““In touch” with In touch” with e-consumerse-consumers

Reality: Unforeseen issues will arise that will force companies to justify home PCs

Reality: Unforeseen issues will arise that will force companies to justify home PCs

Intellectual PropertyIntellectual Property SupportSupport LiabilityLiability ProductivityProductivity LicensingLicensing ErgonomicsErgonomics SecuritySecurity

Notebook

Cell Phone

Pager

Server

Enterprise

(Highly Managed)

Consumer

(Unmanaged)PDA

Car Radio

CorporateCorporateDataData

Desktop

UnsanitizedUnsanitizedDataData

Data IssuesData IssuesPlatform IssuesPlatform Issues

Managing Personal DomainsManaging Personal Domains

Key IssuesKey Issues

How has PC usage evolved, and what are How has PC usage evolved, and what are the new barriers of management that have the new barriers of management that have been introduced as a result?been introduced as a result?

What are the best practices that are effective What are the best practices that are effective in regaining IT control of client devices?in regaining IT control of client devices?

What impact will client-centric technologies What impact will client-centric technologies have in management approaches of IT?have in management approaches of IT?

TCO: The Great Equalizer?

Admin.12 percent

End-User Operations 40 percent

Technical Support25 percent

Capital23 percent

Note: Assumes a loosely managed Win9x environment

Annual Cost: $7500-$8500Labor: 77 percentCapital: 23 percent

The Corporate Desktop

End-User

IS

0

2

4

6

8

10

HW &SW

Mgmt. Supp. Dev. Comm. Downtime

TypicalCostTargetCost

Best Practices Impact on TCO

Cost(U.S. $

in Millions)

Leveraging best practicesLeveraging best practicesin these areas can leadin these areas can lead

to an 18%-26%to an 18%-26%reductionreductionin TCOin TCO

Leveraging best practicesLeveraging best practicesin these areas can leadin these areas can lead

to an 18%-26%to an 18%-26%reductionreductionin TCOin TCO

Desktop LockdownDesktop Lockdown

Inventory and AssetInventory and AssetManagementManagementSelf-HealingSelf-Healing

RemoteRemoteControlControl

SoftwareSoftware DistributionDistribution

PC TCO Is RealPC TCO Is Real

PeoplePeople EndorsementEndorsement User representationUser representation User segmentationUser segmentation Focus on valueFocus on value CommunicateCommunicate Listen!Listen!

ToolsTools Add valueAdd value Integrate Integrate

with toolswith tools More apps!More apps!

ProcessProcess Start smallStart small Measure Measure

the effectthe effect Refine processRefine process Use policiesUse policies

Desktop Lockdown Can Be Done!

Desktop Lockdown Can Be Done!

Standardization Key Ingredients

Standardization Key Ingredients

Reduce and SimplifyReduce and Simplify Eliminate RedundancyEliminate Redundancy Identify Product/Process Identify Product/Process

InterdependenciesInterdependencies Establish Life Cycle Establish Life Cycle

ManagementManagement Consolidate ReleasesConsolidate Releases Simplify Vendor Simplify Vendor

RelationshipsRelationships

Reduce and SimplifyReduce and Simplify Eliminate RedundancyEliminate Redundancy Identify Product/Process Identify Product/Process

InterdependenciesInterdependencies Establish Life Cycle Establish Life Cycle

ManagementManagement Consolidate ReleasesConsolidate Releases Simplify Vendor Simplify Vendor

RelationshipsRelationships

ConsolidatedConsolidatedService DeskService Desk

ProblemProblemResolutionResolutionProblemProblem

ResolutionResolutionChangeChange

ManagementManagementChangeChange

ManagementManagementAssetAsset

TrackingTrackingAssetAsset

TrackingTracking

ProblemProblemManagementManagement

ProblemProblemManagementManagement

SoftwareSoftwareDistributionDistributionSoftwareSoftware

DistributionDistribution

CallCallDispatchDispatch

CallCallDispatchDispatch

LAN ManagementLAN ManagementEnd-User SupportEnd-User Support

Network ManagementNetwork ManagementLegacy ManagementLegacy Management

Application ManagementApplication ManagementIMAC ManagementIMAC ManagementAsset ManagementAsset Management

Knowledge ManagementKnowledge ManagementSLA ManagementSLA Management

LAN ManagementLAN ManagementEnd-User SupportEnd-User Support

Network ManagementNetwork ManagementLegacy ManagementLegacy Management

Application ManagementApplication ManagementIMAC ManagementIMAC ManagementAsset ManagementAsset Management

Knowledge ManagementKnowledge ManagementSLA ManagementSLA Management

CSD ObjectivesCSD Objectives

Integrated tools servicing Integrated tools servicing differing requirements yield differing requirements yield optimized productivityoptimized productivity

Consolidated Service DeskConsolidated Service Desk

Average Number of People Supported by One PC Staff Member

PC Staffing — Help at the Right Location

PC Staffing — Help at the Right Location

00

5050

100100

150150

200200

250250

300300

Help DeskHelp Desk

LowLowHelp DeskHelp Desk

HighHighLevel 2Level 2

LowLowLevel 2Level 2

HighHigh

Type AType A

Type BType B

Type CType CBest PracticesBest Practices

Retirement/Retirement/DisposalDisposalStrategiesStrategies

AssetAssetIdentificationIdentification

Tools andTools andTechnologiesTechnologies

ConsolidatedConsolidatedService DeskService Desk

??

ProcurementProcurement

AssetAssetTrackingTracking

PC Life-Cycle Management — An Evergreening Approach

PC Life-Cycle Management — An Evergreening Approach