Planning for SustainableDesktop Computing

Access ’98 Presentation

Robert N. KavanaghAssociate Vice-President, Information Technology Services,

University of Saskatchewan

Outline

Objective What makes for sustainable desktop

computing? Total Cost of Ownership -- where does it

fit? Key messages

Objective

to present a framework in which IT support staff and client managers can rationally look at sustainable desktop computing, while not getting carried away with oversimplified approaches.

What Makes for Sustainable Desktop Computing?

You are asked to be the project manager for aproject to install more than 20 new desktopcomputers in a unit that is scheduled for anupgrade. You are told that most of the usersfeel that their use of this technology so far hasbeen less than satisfactory, to anyone. Userscomplain of lack of skills, unreliability of themachines and problems in using the network.

What Makes for Sustainable Desktop Computing?

You want this upgrade project to succeed.What are the factors, beyond buying the barehardware, that you think need to be adequatelyplanned for so that the users will make gooduse of their new machines?

Total “Cost of Ownership” - wheredoes it fit?

‘Total Cost of Ownership’ was introduced in the corporate world in 1987, by Gartner Group.

Limited applications to date in higher education, but early adopters report that our industry has similar findings to that of the corporate world.

.. so what is the basis of TCO?

This is what we see, and think of as the ‘only’, or at leastthe ‘primary’ cost of using a desktop computer

DesktopComputerHardware

&Software

This is what we see, and think of as the ‘only’, or at leastthe ‘primary’ cost of using a desktop computer

... but there are many other costs to consider whenacquiring and using desk-top computers

DesktopComputerHardware

&Software

DesktopComputer

&Software

Stand-Alone, Self-Sufficient, Operation

DesktopComputer

&Software

Annual Maintenance(HW & SW)

Stand-Alone, Self-Sufficient, Operation

DesktopComputer

&Software

Annual Maintenance(HW & SW)

Space andFurniture

Stand-Alone, Self-Sufficient, Operation

DesktopComputer

&Software

Annual Maintenance(HW & SW)

Space andFurniture

Materials&

Supplies

Stand-Alone, Self-Sufficient, Operation

DesktopComputer

&Software

Annual Maintenance(HW & SW)

Space andFurniture

Utilities

Materials&

Supplies

Stand-Alone, Self-Sufficient, Operation

DesktopComputer

&Software

Annual Maintenance(HW & SW)

Space andFurniture

Utilities

Materials&

Supplies

End-User“Downtime”

Stand-Alone, Self-Sufficient, Operation

Fully networked environment with end-user support

Data Backup

Fully networked environment with end-user support

Data Backup

Training&

Front-LineSupport

Fully networked environment with end-user support

Data Backup

Training&

Front-LineSupport

Help Desk

Fully networked environment with end-user support

Data Backup

Training&

Front-LineSupport

Help Desk

Basic LocalNetworkAccess

Fully networked environment with end-user support

Data Backup

Training&

Front-LineSupport

Help Desk

Basic LocalNetworkAccess

InternetAccess

Fully networked environment with end-user support

Data Backup

Training&

Front-LineSupport

Help Desk

Basic LocalNetworkAccess

InternetAccess

Local Shared Data, Servers

and App'ns

Fully networked environment with end-user support

Data Backup

Training&

Front-LineSupport

Help Desk

Basic LocalNetworkAccess

InternetAccess

Local Shared Data, Servers

and App'ns

Data Backup

Fully networked environment with end-user support

Data Backup

Training&

Front-LineSupport

Help Desk

Basic LocalNetworkAccess

InternetAccess

Local Shared Data, Servers

and App'ns

Enterprise-Wide Data, Servers and

App'ns

Data Backup

Fully networked environment with end-user support

Data Backup

Training&

Front-LineSupport

Help Desk

User AccountManagement

Basic LocalNetworkAccess

InternetAccess

Local Shared Data, Servers

and App'ns

Enterprise-Wide Data, Servers and

App'ns

Data Backup

How to Use TCO: Stand-Alone Costs

• Initial Hardware & Software

• Annual Maintenance

• Materials & Supplies

• Space & Furniture

• Utilities

• End-User “Down Time”

Total Annual Investment Required

How to Use TCO: Networked with End-User Support

• Training

• Front-line Support

• Help Desk

• Basic Network Access

• Internet Access

• Local Shared data, servers andapplications• Data Backup

• Enterprise-wide data, servers andapplications• User account management

Total Annual Investment Required

Cost Element Annual InvestmentRequired

Basic Stand-AloneMachine

Networked Machinewith End-User Support

Total AnnualInvestment Required

Total Annual Investments Required

How to use TCO

Look for Leverage and Incorporate‘Best Practises’

lower technology costs ‘rent-to-use’ rather than ‘pay to own’ more efficient delivery of support services software site licensing and network

installation more efficient training methods leverage cash flow to obtain partnerships

What are the Pitfalls in using TCO?

it is a tool driven by cost minimization ... it does not give you any real understanding of quality of service.

some organizations have applied it willy-nilly, and thus have given it a bad name as useful tool. (example: time to replace faulty machines)

What are the Pitfalls in using TCO?

most managers would say that it is more important to deliver the required level of service at a fair cost than it is to drive down TCO at the risk of sacrificing quality.

Key Messages

Make desktop computing equipment acquisition and support an annual operating expense, not a periodic ‘capital crisis’.

Choose those TCO elements that you need to provide, determine the best way to provide them, and budget appropriately.

Incorporate way to monitor and assess service quality and to adapt accordingly.

Discussion