NAVIGATION MENU

Desktop LAN & Support Benchmark

Distributed Computing Benchmark

	How much does it cost to support end users from their desktops to email and printers?
	This service area is focused on the direct support of the end user in the desktop environment.
	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.
	The primary metric generated is Cost Per User.

IT Help Desk Benchmark

	What does it cost to answer user questions and diagnose technical problems?
	This service area is focused on the internal IT help desk or call center.
	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.
	This area includes all equipment, agents and subject matter experts involved handling end user calls.
	The primary metric generated is Cost Per Handled Contact.

Mid and Large Computing Benchmark

Midrange Computing Benchmark

	How much is it costing the enterprise to operate their servers?
	This service area is focused on the organization1s application servers (a.k.a. server farms or data centers).
	This includes all served applications, enterprise application systems, database management systems, SANs/NAS, Internet servers and test servers.
	The primary metric generated is Cost Per Server.

Mainframe Computing Benchmark

	How much is the mainframe data center costing to operate?
	This service area is focused on the "traditional" mainframe operations.
	This includes all system equipment, tapes, storage, printers and all support staff.
	The primary metric generated is Cost Per Server.

Custom Applications Benchmark

Applications Development Benchmark

	How much does it cost to build custom applications in-house?
	This service area is focused on the efforts of an enterprise to develop new applications, interfaces, and database or web applications.
	All development tools, developers and administrative resources are included.
	The primary metric generated is Cost Per Function Point Developed.

Applications Support Benchmark

	How much does it cost for the ongoing support of custom applications in the production environment?
	This service area is focused on the resources required to run, maintain and fix custom applications.
	All developer tools, developers and administrative resources are included.
	The primary metric generated is Cost Per Function Point Supported.

Voice Networking Benchmark

Telecommunications - PBX Benchmark

	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?
	This service area focuses on an organization's internal phone system.
	This includes the PBX(s), desk phones, extensions, voicemail and the resources to support the equipment and service.
	The primary metric generated is Cost Per Extension.

Telecommunications - Wireline Services Benchmark

	What does it cost for local carrier phone service and all the long distance calls made by employees?
	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.
	The primary metric generated is Cost Per Minute.

Telecommunications - Wireless Services Benchmark

	How much is all this wireless service costing the enterprise and who has this stuff?
	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.
	This area is low on standardization and most companies have few controls in place.
	Currently there is little in the way of analysis available for this relatively new area of technology consumptions.
	The primary metric generated is Cost Per Device.

Data Networking Benchmark

Wide Area Data Networking Benchmark

	What does it cost to connect an enterprise’s dispersed locations into a cohesive network?
	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).
	The primary metric generated is Cost Per Connected Device.

Quality & Satisfaction Benchmark

End User Survey Benchmark

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.

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.

Being web-based, the survey is easy to understand and fill-out for the end-users and remains anonymous throughout the process.

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.

The survey provides insights into:

	Quality of Help Desk Support
	Satisfaction levels of services provided, hardware and Software, and training
	Amount of downtime users experience

Cost of productivity loss via indirect cost calculations.

The primary metric is Hidden Cost per User.

Business Unit Survey (offline service)

The Business Unit Survey provides an understanding of an IS/IT organization's strategic alignment with the business units supported.

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.

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.

The survey provides insights into:

	Strategic goals of the business units
	Technology needs of the business units
	Satisfaction levels of services provided to the business units

Where IT resources are being primarily supplied from to the business (IS, Outsource, Self Service)

Primary metrics are ratings of what’s important to the Business.

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		If You Don't Measure IT, You Can't Manage IT!