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How much does it cost to support end
users from their desktops to email and
printers?
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This service area is focused on the
direct support of the end user in the
desktop environment.
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This includes all support and equipment
related to desktop hardware and software,
local area networks, shared resources,
email, infrastructure servers, IS assets as
well as the IS support staff for all facets
of this area.
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The primary metric generated is Cost Per
User.
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What does it cost to answer user questions and
diagnose technical problems?
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This service area is focused on the internal IT
help desk or call center.
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This can be a single point of contact or a
virtual help desk consisting of a number of
locations all taking user calls pertaining to IT
assets, applications, networks or other services.
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This area includes all equipment, agents and
subject matter experts involved handling end user
calls.
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The primary metric generated is Cost Per Handled
Contact.
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How much is it costing the enterprise to operate
their servers?
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This service area is focused on the
organization1s application servers (a.k.a. server
farms or data centers).
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This
includes all served applications, enterprise
application systems, database management systems,
SANs/NAS, Internet servers and test servers.
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The primary metric generated is Cost Per Server.
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How much is the mainframe data center costing to
operate?
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This service area is focused on the "traditional"
mainframe operations.
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This includes all system equipment, tapes,
storage, printers and all support staff.
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The primary metric generated is Cost Per Server.
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How much does it cost to build custom
applications in-house?
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This service area is focused on the efforts of an
enterprise to develop new applications, interfaces,
and database or web applications.
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All development tools, developers and
administrative resources are included.
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The primary metric generated is Cost Per Function
Point Developed.
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How much does it cost for the ongoing support of
custom applications in the production environment?
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This service area is focused on the resources
required to run, maintain and fix custom
applications.
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All developer tools, developers and
administrative resources are included.
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The primary metric generated is Cost Per Function
Point Supported.
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What does it cost the enterprise to maintain a
PBX system and all the extensions, phones and
messaging services that go with an internal phone
system?
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This service area focuses on an organization's
internal phone system.
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This includes the PBX(s), desk phones,
extensions, voicemail and the resources to support
the equipment and service.
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The primary metric generated is Cost Per
Extension.
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What does it cost for local carrier phone service
and all the long distance calls made by employees?
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This
service area is focused on local and long distance
charges, the minutes used and the internal support
dedicated to providing this service to the
enterprise.
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The primary metric generated is Cost Per Minute.
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How much is all this wireless service costing the
enterprise and who has this stuff?
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This service area is focused on the equipment
(cell phones, pagers, PDA's), options, rates and
plans as well as the staffing resources in support
of these devices and services.
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This area is low on standardization and most
companies have few controls in place.
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Currently there is little in the way of analysis
available for this relatively new area of technology
consumptions.
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The primary metric generated is Cost Per Device.
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What does it cost to connect an enterprise’s
dispersed locations into a cohesive network?
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This service area is focused the leased lines,
fibre/cable, network equipment, traffic and staffing
resources dedicated to managing and maintaining a
wide area network (regionally, campus, global, etc).
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The primary metric generated is Cost Per
Connected Device.
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The End User Survey provides insights into the
quality of services provided by an IS/IT
organization. This survey clearly defines the
end-user satisfaction level with these services.
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The End User Survey is under the control of the
client to identify the end-users that will provide
input into the survey for reporting back to the
IS/IT organizational sponsor.
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Being web-based, the survey is easy to understand
and fill-out for the end-users and remains anonymous
throughout the process.
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Providing these insights into an organization's
inefficiencies, productivity losses, and the amount
of time users spend supporting their own IT related
issues is critical information for IS/IT
organizations. This information provides the
organization key insights for making decisions to
improve the level and quality of service provided to
end-users.
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The survey provides insights into:
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Quality of Help Desk Support
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Satisfaction levels of services provided,
hardware and Software, and training
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Amount of downtime users experience
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Cost
of productivity loss via indirect cost
calculations.
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The primary metric is Hidden Cost per User.
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The Business Unit Survey provides an
understanding of an IS/IT organization's strategic
alignment with the business units supported.
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The survey also provides key insights into the
business unit's level of satisfaction with the
services provided by IS/IT.
This survey provides reports for the CIO and
the identified management of each business unit.
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As with the End User Survey, the business units
that are identified to be part of the data
collection process is under the control of the
client running the benchmark.
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The survey provides insights into:
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Strategic goals of the business units
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Technology needs of the business units
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Satisfaction
levels of services provided to the business
units
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Primary metrics are ratings of what’s important
to the Business.
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| file: iTHCModules.htm |
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