Planning for Sustainable Desktop Computing Access ’98 Presentation Robert N. Kavanagh Associate Vice-President, Information Technology Services, University of Saskatchewan

Outline n Objective n What makes for sustainable desktop computing? n Total Cost of Ownership -- where does it fit? n Key messages

Objective n to present a framework in which IT support staff and client managers can rationally look at sustainable desktop computing, while not getting carried away with oversimplified approaches.

What Makes for Sustainable Desktop Computing? You are asked to be the project manager for a project to install more than 20 new desktop computers in a unit that is scheduled for an upgrade. You are told that most of the users feel that their use of this technology so far has been less than satisfactory, to anyone. Users complain of lack of skills, unreliability of the machines and problems in using the network.

What Makes for Sustainable Desktop Computing? You want this upgrade project to succeed. What are the factors, beyond buying the bare hardware, that you think need to be adequately planned for so that the users will make good use of their new machines?

Total “Cost of Ownership” - where does it fit? n ‘Total Cost of Ownership’ was introduced in the corporate world in 1987, by Gartner Group. n Limited applications to date in higher education, but early adopters report that our industry has similar findings to that of the corporate world. n.. so what is the basis of TCO?

This is what we see, and think of as the ‘only’, or at least the ‘primary’ cost of using a desktop computer Desktop Computer Hardware & Software

This is what we see, and think of as the ‘only’, or at least the ‘primary’ cost of using a desktop computer... but there are many other costs to consider when acquiring and using desk-top computers Desktop Computer Hardware & Software

Desktop Computer & Software Stand-Alone, Self-Sufficient, Operation

Desktop Computer & Software Annual Maintenance (HW & SW) Stand-Alone, Self-Sufficient, Operation

Desktop Computer & Software Annual Maintenance (HW & SW) Space and Furniture Stand-Alone, Self-Sufficient, Operation

Desktop Computer & Software Annual Maintenance (HW & SW) Space and Furniture Materials & Supplies Stand-Alone, Self-Sufficient, Operation

Desktop Computer & Software Annual Maintenance (HW & SW) Space and Furniture Utilities Materials & Supplies Stand-Alone, Self-Sufficient, Operation

Desktop Computer & Software Annual Maintenance (HW & SW) Space and Furniture Utilities Materials & Supplies End-User “Downtime” Stand-Alone, Self-Sufficient, Operation

Fully networked environment with end- user support Data Backup

Fully networked environment with end- user support Data Backup Training & Front-Line Support

Fully networked environment with end- user support Data Backup Training & Front-Line Support Help Desk

Fully networked environment with end- user support Data Backup Training & Front-Line Support Help Desk Basic Local Network Access

Fully networked environment with end- user support Data Backup Training & Front-Line Support Help Desk Basic Local Network Access Internet Access

Fully networked environment with end- user support Data Backup Training & Front-Line Support Help Desk Basic Local Network Access Internet Access Local Shared Data, Servers and App'ns

Fully networked environment with end- user support Data Backup Training & Front-Line Support Help Desk Basic Local Network Access Internet Access Local Shared Data, Servers and App'ns Data Backup

Fully networked environment with end- user support Data Backup Training & Front-Line Support Help Desk Basic Local Network Access Internet Access Local Shared Data, Servers and App'ns Enterprise- Wide Data, Servers and App'ns Data Backup

Fully networked environment with end- user support Data Backup Training & Front-Line Support Help Desk User Account Management Basic Local Network Access Internet Access Local Shared Data, Servers and App'ns Enterprise- Wide Data, Servers and App'ns Data Backup

How to Use TCO: Stand-Alone Costs

How to Use TCO: Networked with End-User Support

Total Annual Investments Required

How to use TCO Look for Leverage and Incorporate ‘Best Practises’ n lower technology costs n ‘rent-to-use’ rather than ‘pay to own’ n more efficient delivery of support services n software site licensing and network installation n more efficient training methods n leverage cash flow to obtain partnerships

What are the Pitfalls in using TCO? n it is a tool driven by cost minimization... it does not give you any real understanding of quality of service. n some organizations have applied it willy- nilly, and thus have given it a bad name as useful tool. (example: time to replace faulty machines)

What are the Pitfalls in using TCO? n most managers would say that it is more important to deliver the required level of service at a fair cost than it is to drive down TCO at the risk of sacrificing quality.

Key Messages n Make desktop computing equipment acquisition and support an annual operating expense, not a periodic ‘capital crisis’. n Choose those TCO elements that you need to provide, determine the best way to provide them, and budget appropriately. n Incorporate way to monitor and assess service quality and to adapt accordingly.

Discussion