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Lowering TCO: TXU’s ApproachVisionTXU’s ApproachSlide 4Best PracticesEstablished RoadmapStandardize the EnvironmentImprove Asset ManagementSlide 13Improve Procurement PracticesImprove Procurement PracticesAverage PC Order-to-Delivery TimePC Lease ReplacementSlide 18PC OrdersEnhance Support Strategies Increase End-User ProductivitySlide 21Support Center Calls (monthly average)User Support Requirements ActualProblems Resolved at First Contact ( Tickets opened and assigned to IT Support Services)Problems Resolved Using TimbuktuTicket Duration for User RequestsTickets Requiring On-Site Support: % DispatchedLeverage Electronic Software DistributionSlide 29Software Deployment & Management ImplementationSoftware Distributed Via SMS (17 Applications, 3/1/01-6/30/01)Slide 32Software Distributed On-demand Via Software LibraryImplement Server MonitoringSlide 35Increase Client SatisfactionGartner Measurement of IT Customer Satisfaction (January, 2001)Questions??Slide 39Current StateY2K InventoryCurrent State Root Cause StatisticsRoot Cause - 1999TXU Confidential & ProprietaryTXU Business ServicesLowering TCO:TXU’s ApproachHigher Productivity at Lower CostTXU Business ServicesTXU Confidential & Proprietary... result in a world-class, managed computer environment which benefits TXU by lowering costs, improving service, and increasing corporate agility.VisionTXU Business ServicesTXU Confidential & ProprietaryTXU’s Approach•KEY GOALS & DRIVERS:•Prepare for Deregulation by…..•Lowering Costs of Desktop Computing•Improving Internal Service & Support•Increasing Corporate AgilityTXU Business ServicesTXU Confidential & ProprietarySTRATEGY:Implement Best Practices to…..•StandardizeStandardize the Environment•Improve Asset ManagementAsset Management•Improve ProcurementProcurement Practices•Enhance Support StrategiesSupport Strategies•Increase End-User ProductivityEnd-User Productivity•Leverage Electronic Software DistributionElectronic Software Distribution•Implement Server MonitoringServer Monitoring•Improve Client SatisfactionClient SatisfactionTXU’s ApproachTXU Business ServicesTXU Confidential & ProprietaryReviewed practices of industry leaders….Best PracticesTXU Business ServicesTXU Confidential & ProprietaryUnmanaged EnvironmentStandard HardwareStandard Software Managed EnvironmentDistributed Systems Systems ManagementManagementSTEP 1STEP 3STEP 2STEP 4Established RoadmapTXU Business ServicesTXU Confidential & ProprietaryStandardize the EnvironmentActions:•Developed Business Unit Council to Set Standards•Reviewed Software in Use in the Company•Established Software Standards•Developed Hardware Standards•Managed Change and Frequency of Change to the Standards•Implemented Desktop Software (Full Armor) Which Protects PC from Certain Configuration Changes•Communicating the Standards throughout the Company•Developing Corporate Standardization PolicyTXU Business ServicesTXU Confidential & ProprietaryExamples:•Reduced software images from 17 to 5•Developing Business Unit Software loads•Migrating to a single operating system - Windows 2000•Encouraged use by developing robust standardsBenefits:•Reduces complexity, reducing support costs•Stable, known environment increases success rate of software distributions•Configurations/settings can only be changed by authorized personnel - Reducing change, eliminating work•Increases compatibility, productivityStandardize the EnvironmentTXU Business ServicesTXU Confidential & ProprietaryImprove Asset ManagementActions:•Leverage EDI, e-Commerce for Billing and Reconciliation•Provide End-Users View Access to Inventories•Provide End-Users Update Capability for Certain Types of Changes (e.g. relocations and transfers)•Shift Accountability for Maintenance of Records to End-User Organization (for certain types of changes)•Install Automated Inventory Software on Desktops and ServersTXU Business ServicesTXU Confidential & ProprietaryImprove Asset ManagementBenefits:•Records More Accurate•Reduced Cost of Maintenance•Billings More Accurate•Appropriate Accountability•Automated Inventory ScansTXU Business ServicesTXU Confidential & ProprietaryImprove Procurement Practices Actions:•Leveraging a Single Vendor for PC’s•Developing .Com Capability for End-Users to Order PC’s•Developing Corporate Desktop Technology Procurement Policy•Leveraging a Catalog of Standard Hardware/Software•Applying an Asset Tag to Each PC as it is ManufacturedTXU Business ServicesTXU Confidential & Proprietary Improve Procurement Practices Benefits:•Costs of PC’s Dropped Immediately with Single Vendor•Technicians Only Need to Be Certified on One Vendor, i.e. Better support and lower costs•Improved delivery times yield higher productivity•End-users order standard equipment 95% of the time reducing cost of consulting•Limited hardware/software will enter the environment without support groups’ knowledge, thus improving supportTXU Business ServicesTXU Confidential & ProprietaryAverage PC Order-to-Delivery TimeTicket Duration (avg. days)411901020304050Before After# DaysTXU Business ServicesTXU Confidential & ProprietaryPC Lease ReplacementEstimated vs. Actual01000200030004000500060002000 2001Business Case Estimate (entire year) Actual (thru 6/30/01)529734764000 4000TXU Business ServicesTXU Confidential & ProprietaryPC Lease ReplacementEstimated $ Savings at $300/PC00.511.522000 2001$ (M)Business Case Estimate (entire year)Actual (thru 6/30/01)1.21.61.21.0TXU Business ServicesTXU Confidential & ProprietaryPC OrdersIndustry Best Practice = < 10%TXU Actual = < 5%Requiring Custom ConfigurationTXU Business ServicesTXU Confidential & ProprietaryEnhance Support StrategiesIncrease End-User Productivity Actions:•Increase Training of Help Desk (Support Center) Staff•Develop Self-Help Capabilities for End-Users via Intranet and IVR•Implement Remote Support Software (Timbuktu) on End-User Desktops and at Help Desk•Implement Installation/Return Processes - Encouraging End-Users to Return Off-Lease Asset at Time of New Installation•Discourage “Trickle Down” PC Re-deploymentsTXU Business ServicesTXU Confidential & ProprietaryEnhance Support StrategiesIncrease End-User Productivity Benefits:•Increased First Call resolution at the Help Desk – Lowers total cost and provides faster service•Fewer incidents require on-site support•Provide help when needed to employee•Better use of


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SMU CSE 7360 - Lecture Notes

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