Lowering TCO: Using Desktop Policies, Procedures and Best Practices

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Lowering TCO Using Desktop Policies, Procedures
and Best Practices

• Mark Margevicius

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Key Issues

• How has PC usage evolved, and what are the new
  barriers of management that have been introduced
  as a result?
• What are the best practices that are effective in
  regaining IT control of client devices?
• What impact will client-centric technologies have
  in management approaches of IT?

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Key Issues

• How has PC usage evolved, and what are the new
  barriers of management that have been introduced
  as a result?
• What are the best practices that are effective in
  regaining IT control of client devices?
• What impact will client-centric technologies have
  in management approaches of IT?

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PC-Client Evolution

• PCs are integrated to all systems
• PCs are no longer just personal
• PCs are not alone

Focus on manageability IT must assume control PCs
are enterprise clients
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Employee-Owned PCs Pandoras Box Is Now Open
More work Nice benefit More skilled workers Lower
training costs In touch with e-consumers
The Goal Company-owned PCs for the home benefit
everyone
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Managing Personal Domains
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Key Issues

• How has PC usage evolved, and what are the new
  barriers of management that have been introduced
  as a result?
• What are the best practices that are effective in
  regaining IT control of client devices?
• What impact will client-centric technologies have
  in management approaches of IT?

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TCO The Great Equalizer?
Technical Support 25 percent
Admin. 12 percent
Capital 23 percent
The Corporate Desktop
Annual Cost
7500-8500
Labor
77 percent
Capital
23 percent
End-User Operations 40 percent
Note Assumes a loosely managed Win9x environment
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PC TCO Is Real
Desktop Lockdown
Leveraging best practices in these areas can
lead to an 18-26 reduction in TCO
Inventory and Asset Management
Self-Healing
Remote Control
Software Distribution
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Desktop Lockdown Can Be Done!

• People
• Endorsement
• User representation
• User segmentation
• Focus on value
• Communicate
• Listen!

• Process
• Start small
• Measure the effect
• Refine process
• Use policies

• Tools
• Add value
• Integrate with tools
• More apps!

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Standardization Key Ingredients
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Consolidated Service Desk
Call Dispatch
Integrated tools servicing differing requirements
yield optimized productivity
Problem Management
Software Distribution
Problem Resolution
Change Management
Asset Tracking
LAN Management End-User Support Network
Management Legacy Management Application
Management IMAC Management Asset
Management Knowledge Management SLA Management
CSD Objectives
Consolidated Service Desk
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PC Staffing Help at the Right Location
Average Number of People Supported by One PC
Staff Member
300
250
200
150
100
50
0
Help Desk
Help Desk
Level 2
Level 2
Low
High
Low
High
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PC Life-Cycle Management An Evergreening
Approach