Marketing Pitch for CUSG

1
Marketing Pitch for CUSG
NEW
IMPROVED

• David E. Culler
• Computer Science Division
• U.C. Berkeley

Cheap
Go Bears
2
What we all want

• High quality, modern, cost-effective computing
  enterprise
• across EECS, SodaCory, Unix NT
• that we dont have to worry about
• with technical staff that take care of it.
• FREE, would be nice too.

3
The Structure we have built
Infrastructure (IDSG) Unix, NT, network,
services, storage, SWW, mail, directory,
calendar defines the blueprint http//www.eecs.ber
keley.edu/idsg
4
What does CUSG do?

• System / Software / User support
• on contract (730 desktop, 1,350 server, 530
  sys mgmt)
• chosen in 99 to match CSG charges in Cory
• time materials (58/hour)
• gt isolate, fix, upgrade
• HW support contracts
• mostly passed through to Compaq
• price varies with system
• http//www.eecs.berkeley.edu/cusg

5
Whats NEW and IMPROVED?

• Strong team
• Unix and NT
• Appropriate spread of skill sets
• Tuned in to the EECS enterprise
• Focused on support
• Relieved of infrastructure duties
• Tracking tools and helpdesk are in place
• Billing process up to date
• Requests acknowledged automatically via email to
  GA
• Work and progress is trackable
• Effective
• Got a problem http//www.eecs.berkeley.edu/cusg/R
  equests/
• or mail cusg_at_eecs

6
CUSG Team (395 Cory, 387 Soda)

• Rob McNicholas, PA IV, Leader (395 Cory)
• Lars Rohrbach, PA III (395 Cory)
• Jason Jed, PA III (387 Soda)
• Phil Loarie, Prin. Elect. Tech. (399
  Cory)
• Ann DiFruscia, PA II (321 Soda)
• Geoffrey Tso, Mike Howard students
• Gary Spears, GA

7
But, ...

• , I used them N years ago and
• , I got really frustrated with the billing back
  in
• , I thought they only did Unix and
• , I do all my own administration, so
• , I just have my grad students do system admin
• , I tried to sign up, but my GA thought it would
  save me money
• , but my machine doesnt break that often...
• , I tried six months ago and they just werent
  responsive

8
Some facts

• Today there are 212 systems/users on contract
• From June-Dec it cost us 2,436/yr (effective)
  to administer a desktop
• bringing machines up to current
• bringing users up to current
• significant revenue shortfall
• Currently, in steady state it costs us 1,044/yr
• utilizing the infrastructure well (NT-SWW, etc.)
• better tools, more experienced team
• At current staffing, capacity 330 contracts
• also breakeven point
• At 400 contracts, current pricing starts to work

9
Customer testimonials
10
More facts

• Without greater participation, CUSG will fail

11
Why you want CUSG to exist

• Your own system admin is very expensive
• PA III gt 100 K / year _at_ 20 desktops gt
  5K/desktop
• hard to hire, retain, house (expect gaps)
• Skill set pyramid provides effective service
• Guru solves less frequent hard problems
• More moderate training for more routine tasks
• Range of specialties
• Greater uniformity and cohesion across dept.
• operate within the blueprint, rather than
  fiefdoms
• better support epidemiology
• Better coverage, pooling, fall back
• If it does not, the infrastructure group is
  overtaxed, the enterprise falls apart
• unless we fold support into the baseline!

12
So what do I do?

• Just click on http//www.eecs.berkeley.edu/cusg/Re
  quests/
• Put Sign me up in the Work to be Done box

13
Pros and Cons of Support Contract

• TM is fundamentally more expensive to provide
• more billing overhead per action (for both GAs)
• harder to put in your budgets
• introduces a nagging focus on every little
  issue
• difficult to plan and staff
• Must expect lower quality of service
• unfair to give priority over loyal contractees
• support cannot be proactive or even up-to-date
• only involved in putting out fires
• Ultimately, the goal is to get a fair deal with
  minimum hassle
• contract can be abused. needs to be a shared
  understanding

14
Going forward

• 7/99 plan remains in force till end of FY
• Future depends on enrollment
• Time to assemble FY2000 recharge plan
• Want to know your preferred products
• more Complete contract
• fold basic helpdesk into the baseline
• your good idea goes here

15
Discussion