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Leveraging IT Financial Transparency to
Drive Transformation
Mary Lou Alter, EMC
Brett Arnott, VMware
OPT4732
#OPT4732
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Agenda
1. Cloud and IT as a Service
2. Service Costing Fundamentals
3. Automating the process
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3 3
Agenda
1. Cloud and IT as a Service
2. Service Costing Fundamentals
3. Automating the process
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Transformational Drivers
Market
Speed New Global Markets
Opening, Expanding
Lowered Barriers Erase
Traditional Advantages
IT Consumers
Have Choices
Service Providers (SPs)
as Enterprise IT
Alternative
Mobile Platforms for
Consuming Digital
Products & Services
Disruptive
Technology
Virtualization, Converged
Infrastructure, Cloud,
Modern Application
Architectures
Cloud Empowers New
Business Models
Private Public
Hybrid
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The Attraction of the Cloud
Accelerate Service Deployment 1
Increased Financial Transparency 3
Pay As You Go 2
Better Staff Utilization 4
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IT-As-A-Service
Business Focus
Service Consumption Mindset
Service-Based Pricing
Service Level Expectations
Integrated Cloud Architecture
Integrated GRC
Transforming ourselves into a competitive service provider
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“…As A Service” The New Standard
Internally & Externally Provided Services: Digital + Human
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ITaaS - A New Way to Deliver Value
Consume
“Everything as a Service”
with robust catalog and
financial transparency
Operate
Highly automated with
transformed people &
process models
Architect
Transformed End User
Computing, Application and
Infrastructure platforms
with interoperability
Private Public
Hybrid
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Transforming IT through ITaaS
DNA, Skills, Roles &
Organizational Alignment
“Front Office” Capabilities
Service Accountabilities
Technology Breadth
Enabling Technology
Private, Hybrid, Public Clouds
End-to-End Automation
Financial Transparency
Self-Service Capabilities
A New IT Business Model
Service Oriented
Market Driven
“P & L” Focused
Broker and Builder
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Cost & Agility Benefits
Virtualization and cloud services have allowed
organizations to become more agile and devote a greater
% of the IT budget to strategic initiatives
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Agenda
1. Cloud and IT as a Service
2. Service Costing Fundamentals
3. Automating the process
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Service Based Costing
Business-Value centric & Service-oriented view vs.
Component/Project view (traditional)
Clearer relationship of IT service cost to business services and
enables more effective demand management
Effective service cost management helps an IT organization keep
costs under control and make wise decisions of future investments
Traditional IT Cost Categories are aggregated into the services that
consume them
Service costing changes the conversation between
business and IT to one of value and demand
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Achieving Cost Transparency
1. Inventory Services & Their Component Costs
a. Service Catalog
2. Build Cost Model That Illustrate Cost of Each Service
3. Identify Business Value of Each Service
a. Service Portfolio Management
4. Produce Chargeback or Showback invoice for Customers
5. Benchmark Service Costs versus Industry
Service models require that IT costs must be aggregated
by service not by thing
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Service Costing Target State
Cost Transparency by:
• Service
• Service component & technology
• Organization
Chargeback of Costs to Users
Competitive/Market Rates for Internal Services
Service Lifecycle Cost Management
Consolidated Request Channels
Automation of Service Provisioning, Costing & Charging
Simple, Clear Reporting & Invoicing
Characteristics of the ideal future state IT Financial
Management
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Cost Model Structure
Seven layer model for the most mature of organizations
Typical organizations will deploy 4-5 of the layers and evolve this over time and maturity
Each layer will support various degrees of maturity and consideration. Few to many objects will be used to support specific customer needs
Service Groupings support alignment to ITIL or other customer methodology
EMC IT Approach
Focus on 5 layers (cost sources, cost pools, IT projects, IT Products & IT Services) with ability to extend model to include additional activity based data in future.
Service Costing
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IT Centric Costing to Business Relevant Pricing
... and prices services based
on business controllable
drivers
New model maps costs to
business-relevant services…
End user services
Driven by headcount
Business application services
Most existing chargeback will b e
reflected here. Billing based on
SDG hours, supporting
infrastructure costs, and
depreciation
Hosting services (PaaS and
IaaS)
Weight number of servers used by
app classification of those servers
Professional services
Actual hours and hourly rates
pulled from IT hours logging
system (PlanIT)
Premium services
Will be item-specific. On-going
effort as new services are defined
and brought online
• 18315 - ENTERPRISE DATA
WAREHOUSE
• 18320 - ECM/COLLABORATION
• 18325 - ENTERPRISE
ARCHITECTURE
• 18330 - E-Business Programs
• 18335 - ENTERPRISE
TECHNOLOGY SERVICES
• 18336 - ENTERPRISE
INTEGRATION SOLUTIONS
• 18410 - DOCUMENTUM
INTEGRATION - IT
• 18415 - IMG IT OPERATIONS
• 18420 - IT EVENT COORDINATION
• 18425 - GLOBAL INFRA & SVCS
OPS
• 18430 - IT CERT
• 18440 - IMG FIELD ENGINEERING
SYSTEMS
• 18445 - IT INTERNATIONAL
CLIENT SERVICES
• 18450 - IMG DOMESTIC DG
• 18610 - KNOWLEDGE
MANAGEMENT BTG
• …
Costs currently tracked
by IT categories
(examples)
*
A
B
C
D
E
Service
Messaging
Collaboration
Conference room a/v
End-user support services
Equipment acquisition*
Remote field office backup & restore
Desktop image provisioning / home dir. svcs
Shared security services
Connectivity services
Fax & print services*Facilities move, add, change, close
Software acquisition
* portion of these services not currently charged back
Business application services
- Traditional development
- SaaS integration
Hosting services (IaaS & PaaS)
Architecture services
Business intelligence
Event it support
M&A integration
Solution development
Premium services
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Service Costing Illustrated
IT Components Srvc 1 Srvc 2 Srvc 3 Srvc 4 Srvc 5 Srvc 6 Srvc 7 Srvc 8 Srvc 9 Srvc 10 Component Total
Component 1 $300 $200 $400 $300 $100 $200 $100 $1,600
Component 2 $200 $200 $200 $200 $200 $200 $200 $200 $200 $200 $2,000
Component 3 $100 $150 $150 $100 $200 $300 $400 $200 $1,600
Component 4 $400 $350 $340 $230 $230 $420 $230 $320 $230 $500 $3,250
Component 5 $200 $200 $200 $200 $200 $200 $1,200
Component 6 $100 $100 $200 $300 $100 $800
Component 7 $400 $350 $230 $420 $230 $320 $1,950
Component 8 $100 $100 $100 $100 $100 $100 $100 $100 $100 $100 $1,000
Component 9 $200 $200 $200 $200 $200 $1,000
Component 10 $100 $150 $150 $300 $100 $800
Component 11 $340 $230 $230 $420 $230 $230 $230 $420 $200 $2,530
Component 12 $200 $200 $200 $200 $200 $200 $200 $200 $200 $100 $1,900
Component 13 $100 $100 $200 $100 $300 $800
Component 14 $400 $350 $230 $420 $230 $350 $230 $420 $300 $2,930
Component 15 $100 $100 $100 $100 $100 $100 $600
People $300 $310 $120 $150 $200 $230 $400 $320 $320 $1,000 $3,350
Overhead $200 $200 $200 $200 $200 $200 $200 $200 $200 $200 $2,000
Others and T&E $150 $150 $300 $230 $230 $420 $230 $230 $230 $420 $2,590
Services Total $2,890 $2,190 $3,370 $3,650 $2,900 $3,820 $3,450 $3,730 $2,280 $3,620 $31,900
Traditional IT
Accounting
Service-based Accounting Ideally – should match
But error margin
+5% to 10%
What we initially pull from the General Ledger
With Automated dedicated ITFM solution …
You can reduce the error margin to 0
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Pricing and External Benchmarking
Monthly expense
reports provided
with usage and
cost details
Benchmarking is critical to establishing competitive rates for
internal services
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Service Costing Planning Considerations
Account for the full cost of every
IT service
Track actual service costs
incurred
Allocate all IT costs to services
being delivered
Correctly tag service costs
with CAPEX and/or OPEX
Failing to allocate any IT cost
will impact overall service cost
accuracy/ transparency
• Maybe perceived too cheap
• Maybe unfair or unrealistic
In terms of
Amount $$
Cost Category
Cost Drivers
Business Units
Services related
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Step by Step
8-Step Process For Simple, Fair, Accurate Charge/Showback
Define Services
Categories
Allocate All Costs
Determine Unit Drivers
Derive Unit Costs
Determine Unit Prices
Measure Service Usage
Invoice Business
Units
Funds Transfer From
BU to IT
1 2 3 4 5 6 7 8
Both Fixed
And Variable
To Specific
Services
For Costs And
Prices In Each
Service
Category
By Dividing
Service
Costs By The
Service Unit
Driver
Prices Should
Reflect
Corporate
Goals
For Each
Service And
Map To The
Appropriate
Service Unit
Drivers
Create
Monthly
Invoices For
Business
Units For
Each
Service
Choose
Services That
Align
To Industry
Offerings
Set Up A
Mechanism
For Easy
Fund
Transfers
PRICING ANALYSIS METERING / INVOICING SERVICE COSTING
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Agenda
Cloud and IT as a Service
Service Costing Fundamentals
Automating the process
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Automating Service Costing – 3 Keys
Data Aggregation and Analysis 3
Cost Modeling 2
Data Discovery 1
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Data Discovery – Common Concerns
I don’t have the
right data
My data is all over
the place
My data is not
usable
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THE TRUTH IS OUT THERE
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Rocket Science?
N = R* • fp • ne • fl • fi • fc • L
THE DRAKE EQUATION
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Time Tracking Organisation
Support Tickets
Assets
What to Look for
General Ledger
Metering
Data Sources
CMDB PPM
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More Than 100 Different Systems Integrated To Date • Pivotal
• Amdocs
• Portal
Billing
• Siebel
• PeopleSoft
• Clarify
CRM
• Genesys
• Avaya
• Nortel
CIM
• Oracle
• IBM DB2
• SQL Server
DB
•SMS Gateways
• Glenayre
•SS8 VM
System
Voice
• SAP
• JD Edwards
• Peoplesoft
ERP
• Asset Management
Apollo
Inventory
• Edify
• Brite
Intervoice
IVR
• MS Excel
• Log Files
• Web Forms
Manual
• Nortel
• Lucent
• Alcatel
PBX
• ServiceNow
•Remedy
• HP
Helpdesk
• Mercury
•LoadRunner
• QA Run
QA
•vCenter Ops
•HP OpenView
• IBM Tivoli
Monitoring
• Novel LDAP
• SiteMinder
Security
• Narus
• Metrica
• TEMS
Telco
• Mercury
SiteSeer
• Keynote
Web
• Nice
• Comverse
• Witness
Logging
Usage / Metering
Tools
Automating Access
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Mind the GAP
CURRENT
DATA
REQUIRED
DATA
GAP
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Automating Data Transformation
GL EXPENSE
ALLOCATION
AUTOMATED
BUSINESS
RULES
GAP ITBM SOLUTION
CONFIGURABLE
MAPPING
CONSUMPTION
DATA
AUTOMATED
BUSINESS
RULES
CONFIGURABLE
ASSUMPTIONS
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Proof Points
12 NUMBER OF YEARS
HELPING WITH DATA
DISCOVERY
Hundreds
ITBM CUSTOMERS
HELPED DISCOVER
DATA
>200 DATA SOURCES
LEADING US INSURER
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Recapping
Data Aggregation and Analysis
Cost Modeling
Data Discovery
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Cost Modeling – Common Concerns
Wrong level and
context
Not flexible
Difficult to explain
and defend
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The Basic Idea
IT Organization
Expenses
(General
Ledger)
Technology
Services Business
Services
IT Cost Flow
Business Units
(Consumers)
IT Cost Center 1
IT Cost Center 2
IT Cost Center 3
Organizational
Cost Mgmt
Technology
Cost Mgmt
Service
Cost Mgmt
Customer
Management
Compute
Storage
Network
End User
Computing
Applications
…
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Cost Modeling in Action
Expenses IT Organization Technical Services Business
Services
Business
Units
Organizational Cost
Mgmt Technology Costs Mgmt
Service
Cost Mgmt
Customer
Management
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Cost Modeling in Action
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Maintaining Flexibility
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Recapping
Data Aggregation and Analysis
Cost Modeling
Data Discovery
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Data Aggregation and Analysis – Common Concerns
Analysis is limited
Difficult to share
Not sustainable
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Time Tracking Organisation
Support Tickets
Assets
Data Aggregation and Analysis
General Ledger
Metering CMDB PPM
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Dashboards for Any Persona
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Facilitating Discussion with Line-Of-Business
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Addressing IT Quality Management
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Leveraging Benchmarking
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Planning for the Future
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Assuring Data Integrity and Security
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Communicating Across the Organization
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Recapping
Data Aggregation and Analysis
Cost Modeling
Data Discovery
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Cost Transparency with Automated Chargeback
Delivers Full Value of IT Transformation For Major US
State Agency
Automates chargeback for over 30 state agencies for speed & accuracy
Provides cost transparency through Web-based invoices for 150 users
Full cost transparency restores trust between the business and IT Major US State Agency
Real World Results
Leading US Insurer Validates IT Consolidation &
Uncovers Cost Reduction Opportunities With IT
Benchmarking
Comprehensive benchmark across 10 domains revealed $400M in cost reduction opportunities
Automated, repeatable approach provided “apples to apples” industry and peer comparisons Leading US Insurer
$10 Billion Prestige Cosmetics Company Transforms
to Broker of IT Services
Improved reporting accuracy to reduce tens of millions in trans-border tax liabilities annually
VMware ITBM supported client’s enterprise transformation to global shared services model
Cosmetics Company
Z
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Final Thoughts
DATA
DISCOVERY
COST
MODELING
DATA
AGGREGATION
& ANALYSIS
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Final Thoughts
INFORMATION &
INSIGHT FOR
EFFECTIVE DECISION
MAKING =
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Learn More
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Q&A
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Other VMware Activities Related to This Session
HOL:
HOL-SDC-1311
VMware IT Business Management
Group Discussions:
OPT1004-GD
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Leveraging IT Financial Transparency to
Drive Transformation
Mary Lou Alter, EMC
Brett Arnott, VMware
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