1. Lawrence Livermore National Laboratory - LLNL-PRES-403662 S&T PAD - Computation / ICCD IT Cost Savings @ LLNL NLIT 2008 Mark Dietrich

2. 2 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Rapidly changing landscape @LLNL  O&M contract transition  Budget shortfalls  Contract shortfalls  3161 workforce restructurings  VSSOP (Voluntary Self- Select Option Plan)  ISP (Involuntary Separation Plan)  Cuts in IT

3. 3 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD  Cheaper  Better  Faster  Aligned with industry  Aligned with best practices We’ve got to do IT support:

4. 4 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD  Centralize  Consolidate  Craft  Collocate & Collaborate  Conserve  Converge & Control TCO Strategies to get there:

5. 5 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD

6. 6 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Business model requirements Efficiency and Security Initiatives  Governance and Business model*  Centralized ownership of desktop support*  Centralized network management*  Desktop Lifecycle Support*  Centralized Help Desk*  Server Consolidation*  Single platform for business applications  Tracking and leveraging new technology  Continuous Process Improvement  Information Security throughout the information lifecycle Productivity and Manageability Initiatives  Unified messaging, collaboration and information management  Mobility – wireless, mobile devices, blackberries, etc.  Business platform versus scientific platform  Integrated services for end users from applications to back-end infrastructure * Indicates requirement validated by Gartner or other benchmarking activity

7. 7 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD  Centralize  Consolidate  Craft  Collocate & Collaborate  Conserve  Converge & Control TCO Strategies to get there:

8. 8 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Centralize  Centralize support staff  Centralized Tier 1 (Service Desk)  Centralized Tier 2 (Field Technicians)  Centralized Tier 3 (Service Providers)  Centralized desktop management Patching SW Distribution Antivirus management  Centralized network management  (Soon) Centralized backup & storage solutions

9. 9 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Why centralize? Current IT providers are…  CIO Cyber security Program Office  Computer Systems Support (matrixed)  IT Solutions  Training Center  Business Systems (matrixed)  Telecom  Application hosting  Software QA  HR HR Info Systems Web design  Engineering Computing Operations  App developers (matrixed)

10. 10 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Centralize support staff  Manage to the Service Level Agreement… …rather than simply provide distributed staff  Single source for IT infrastructure, support and operations  Benefits: Economies of scale Surge capacity Consistent processes Focus on single instance of lifecycle for lab Building solutions multiple times Directorate A Lifecycle Requirements Architecture Design Development Test Deployment Monitoring Improvement Directorate B Lifecycle Requirements Architecture Design Development Test Deployment Monitoring Improvement Directorate C Lifecycle Requirements Architecture Design Development Test Deployment Monitoring Improvement Directorate D Lifecycle Requirements Architecture Design Development Test Deployment Monitoring Improvement Support 4Help Field techs Special Projects Support 4Help Field techs Special Projects Operations Services Infrastructure Net Mgmnt Desktop Services Operations Services Infrastructure Net Mgmnt Desktop Services Architecture Requirements Design Implementation Architecture Requirements Design Implementation

11. 11 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Gartner best practice org structure  Business management Funding, sizing, etc.  Architecture is a single source for IT infrastructure definition  Test and release separate from development to facilitate compliance  Focus on operations IT Business Management Architecture Development or Engineering Test and Release Operations Production Services Support

12. 12 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Centrally managed network  Create an organization and funding model to support centrally managed network infrastructure  Standard cable and electronics  Standard configurations  Single network for all services  Benefits Enhanced security for network and devices Uniform level of network service across the enterprise Ability to support enhanced network services such as video to the desktop and unified messaging

13. 13 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD What Gartner says…  One FTE can support… HelpDesk (Tier 1) 280-480 users Desktop (Tier 2) 100-250 PCs Desktop (Tier 3) 500-1,000 PCs Windows Server 15-75 servers Unix Server 10-50 servers Factors to consider Size of the organization - Larger gains more economies of scale Geographic dispersion of users Industry of enterprise Customer expectations for service quality Rate of change Complexity of infrastructure and diversity of applications Historical level of IT staffing Geographical Centralization of staff Scope of responsibilities for functional groups Skill level of IT staff Process maturity Level of standardization Virtualization

14. 14 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Core best practices…  Tiered approach for managing desktops, servers, and networks (Tiers 1, 2, and 3) Everyone calls 4Help as the first call (Tier 1) Field support, desktops/servers/networks (Tier 2) Existing Tier 3 groups are strengthened to provide Lab-wide Tier 3 support Lab-wide management of voice/data/video networks Server consolidation and virtualization Provide all of LLNL with a baseline set of services  Service Level Management, SLA, metrics, accountability  Tax for Bronze Support and Pay for Gold Support Set of services, response times, refresh rates, # devices

15. 15 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD The housekeeping approach

16. 16 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Service Desk

17. 17 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD  Centralize  Consolidate  Craft  Collocate & Collaborate  Conserve  Converge & Control TCO Strategies to get there:

18. 18 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Consolidate  Consolidate like IT support functions Redundant HR systems especially Redundant applications Decommission outright  Consolidate servers  …and then collocate/virtualize, by the way  Massive server consolidation project underway

19. 19 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD  Centralize  Consolidate  Craft  Collocate & Collaborate  Conserve  Converge & Control TCO Strategies to get there:

20. 20 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Craft (correctly)  New processes  ITIL foundations Service Level Management Service Desk Change Management Configuration Management  Gartner standards  …and continuous improvement

21. 21 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Continuous Process Improvement  Consistent processes for service delivery and support  Define metrics  Base upon industry standards frameworks (e.g., ITIL, ISO20000  Benefits: IT service delivery and support is aligned with business and mission requirements Service providers are accountable Increased efficiency through proactive IT support processes Increase stakeholder visibility into costs of services

22. 22 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD  Centralize  Consolidate  Craft  Collocate & Collaborate  Conserve  Converge & Control TCO Strategies to get there:

23. 23 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Collocate & Collaborate  Collocate staffs Consistent processes Effective management Synergy/collaboration  Collocate servers  Increase use of Wireless  Increase use of SharePoint  Office Communication Server  Exchange  Blackberrys

24. 24 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD  Centralize  Consolidate  Craft  Collocate & Collaborate  Conserve  Converge & Control TCO Strategies to get there:

25. 25 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Conserve  Reuse (reasonably new) returned systems  Significantly reduce purchases  Cautiously purchase new systems  Reduce systems-per-user ratio Business cases required for >1 system How to find?

26. 26 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD  Centralize  Consolidate  Craft  Collocate & Collaborate  Conserve  Converge & Control TCO Strategies to get there:

27. 27 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Converge & Control TCO  DO NOT THROW THINGS AT ME  Converge platforms to Windows In some areas, in some directorates/PDs  (Future…on radar screen) Converge voice/data as a single service offering  TCO, Hardware lifecycles Desktops Servers Yes – he said that!

28. 28 LLNL-PRES-403662 Computation / ICCD / CSS Division GartnerMeasurement  Gartner TCO Manager Software  Numbers are from 2004/2005 but illustrate the savings  Assumptions are made (converging on PCs, Unix) Platform convergence $5,557 $4,395 $9,700 $7,215 -21% -26% Direct Cost per UserIndirect Cost per User $4,588 $7,257

29. 29 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Desktop Lifecycle Management  Manage Our Assets: Provide an enterprise service for business use Reduce diversity of OS/HW selections Eliminate non-supported HW and SW Centralized configuration management Certification with continuous validation  Benefits: Decreased cost Improved cycle time for delivery of services Enhanced security Reduced complexity and increased efficiency Predictable planning and service

30. 30 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Server Lifecycle Management  Maximize Data Center Revitalization Consolidate duplicate programmatic servers into data center Manage server lifecycle Decrease overall number of HW systems  Benefits: Decrease support costs of programmatic servers across site by actively managing hardware/software age and configurations Decrease future procurement costs by leveraging software virtualization Server Clusters Individual Group and Departmental Servers

31. 31 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Benefits of the new model  Centralization  Leveraged resources  Resource leveling  Surged requirements  One-stop shopping  Fewer one-off solutions  Economies of scale  Improve service and security: Defined accountability for service levels Leverage new technologies Decreased cycle time Security is designed in, not bolted on  Increase user productivity: Faster problem resolution Access to broader range of technology Greater flexibility, increased responsiveness, surge capacity Reality check: Progressing learning curves New models have growing pains Customer service may dip before improving

32. 32 LLNL-PRES-403662 Computation / ICCD / CSS Division S&T PAD - Computation / ICCD Real-dollar savings can be realized  Immediate FTE reductions and ongoing  Reducing machine inventory by 1000 could save $2.5M/year in acquisition and support costs  Providing standard mobility and collaboration tools could save $25M/year in productivity (1/hour/week/person)  Consolidating 500 servers could save $2.5M/year acquisition and support costs  Automating configuration management and reconciliation could save $2M/year  Centralizing Tier-1 support could save $1M/year  Moving to a single OS platform for business applications could save $5M/year

33. Lawrence Livermore National Laboratory - LLNL-PRES-403662 S&T PAD - Computation / ICCD IT Cost Savings @ LLNL NLIT 2008 Mark Dietrich