IT Infrastructure Line of Business Benchmarking

1
IT Infrastructure Line of BusinessBenchmarking

• David Biser

2
Overview

• IT Infrastructure Line of Business (ITILOB) -
  Goals
• ITILOB Activities
• Benchmarking Scope
• End User Systems and Support
• Telecommunications Systems and Support
• Mainframes and Servers Systems and Support
• Benchmarking Results
• Vs. Industry - Proprietary
• Government-wide
• 5-Year Plan

3
ITILOB Vision and Goals

• VISION A Government-wide optimized and
  cost-effective IT infrastructure enabling core
  agency missions and government-wide
  customer-centric services.
• The long-term goal of the ITILOB is to
  institutionalize and lead Government-wide IT
  practices that
• Optimize technology infrastructure support for
  core agency missions and the delivery of
  government-wide customer-centric services
• Operate in a manner that is secure, standardized,
  interoperable, extensible, resilient, adaptive,
  and cost-effective
• Encourage collaboration and resource sharing
  across the Federal government through a coherent
  technology strategy.

ITILOB IT Infrastructure Line of Business
4
ITILOB Participating Agencies

• DHS
• DOC
• DOD
• DOE
• DOeD
• DOI
• DOJ
• DOL
• DOT
• EPA
• GSA
• HHS

• HUD
• NASA
• OPM
• NSF
• SBA
• SSA
• State
• Treasury
• USAID
• USDA
• VA

5
Scope of Benchmarking

• Analysis Environment
• Commodity IT Infrastructure Only
• Unclassified, Contiguous 48 States Only
• Workload, Costs, and Staffing from FY07 and FY08
• Accuracy Level Goal within /-10
• Best Estimates of Non-tracked Items
• Best Data in the Time Allotted

6
Scope of EUSS Benchmarking

• Client and Peripherals
• Desktop, Laptop, Handheld Devices
• Printers, Scanners, Other Peripherals
• Associated Client Software
• Occupancy for IT Support Staff
• Personnel

• IT Help Desk
• Hardware, Software
• Occupancy for IT Support Staff
• Transmissions
• Personnel

EUSS End User Systems and Support
7
Scope of MSSS Benchmarking

• Mainframes and Servers
• IBM Mainframe
• Other Mainframe
• Wintel Servers
• Unix Servers
• Linux Servers
• Other Servers

MSSS Mainframes and Servers Systems and Support
8
Scope of TSS Benchmarking

• Telecommunications Systems
• Wide Area Data Network
• Metropolitan Area Network
• Local Area Network
• Internet Access
• Wide Area Voice Network (Long Distance)
• Voice Premise Technology (Local Calling)
• Cellular Calling
• Video Teleconferencing (NNSA)

TSS Telecommunications Systems and Support
9
EUSS Benchmarks vs. Industry

• DOE is spending xx less for both Clients and
  Peripherals and IT Help Desk than the top of the
  Industry range would spend to support the same
  workload of users, devices, and contacts
• DOE is within the Industry range for the Total
  Cost per User metric
• Total Cost per Device metric is slightly above
  the top of the Industry range due to a lower than
  average number of devices
• Cost per Handled Contact is below the bottom of
  the Industry range
• DOE exceeds all the service restoration level
  metrics.

EUSS End User Systems and Support
10
EUSS Benchmarks vs. Industry
11
MSSS Benchmarks Results vs. Industry

• MSSS unit costs are all within the industry
  ranges, except for IBM Mainframe which is below
  the industry range bottom
• For availability, Unix and Linux servers are
  above the industry values, while IBM Mainframe
  and Wintel Servers are both lower
• Productivity is mixed, from the low end for Unix
  to higher-than-industry for IBM Mainframe

MSSS Mainframes and Servers Systems and Support
12
MSSS Benchmarks Results vs. Industry
MSSS Mainframes and Servers Systems and Support
13
TSS Benchmarks Data Networks vs. Industry

• DOE provides a very low cost data networking
  environment.
• Except for Internet Access, availability is lower
  than industry. (our SLAs are slightly lower)
• Productivity in Wide Area Data and Internet
  Access is particularly high.

TSS Telecommunications Systems and Support
14
TSS Benchmarks Data Networks vs. Industry
MSSS Mainframes and Servers Systems and Support
15
TSS Benchmarks VoiceNetworking vs. Industry

• DOE Long Distance and Local Voice services are
  very low cost
• Low cost performance in Local Voice results from
  depreciated hardware
• Productivity is lower than industry ranges in all
  areas except VTC

16
TSS Benchmarks Voice Networking vs. Industry
TSS Telecommunications Systems and Support
17
EUSS Government-wide Results FY07

• Gartners allocation of costs between Client and
  Peripherals and IT Help Desk was used for the DOE
  managed seat environment.
• Total Cost per User is xx lower than the top of
  the Medium Industry range and Total Cost per
  Device is on par with same comparison group.
• Outsourcing to the Most Efficient Organization
  (MEO) and the use of a common operating
  environment appears to have been cost effective
  for the DOE.
• Lower operating costs
• Higher service levels
• Hardware costs appear very low and could be an
  issue in future years.

EUSS End User Systems and Support
18
ITILOB 5-Year Plan

• Agencies submit their 5-Year Plans and reports on
  their performance results to the ITILOB Program
  Performance Measurement Office (PPMO GSA) for
  government-wide consolidation, analysis, and
  reporting to the Office of Management and Budget
  (OMB).
• Plans are used to identify agencies that have
  high performance results against the metrics and
  other indicators of optimization to facilitate
  information sharing among Federal agencies of
  successes and best practices.

19
DOE ITILOB 5-Year Plan

• Lower the Total Cost per Device and Cellular
  metrics
• Listed Top 10 Initiatives
• Milestones and Completion dates
• Best Practices ITIL

20
Conclusion

• Questions or Comments?
• David Biser
• Network Operations
• Networking and Telecommunications Division
  (IM-621.5)
• David.Biser_at_hq.doe.gov