Copyright Alinean, Inc. All rights reserved. HP OpenView ROI Analysis Questionnaire

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Ernest Strickland
6 years ago
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1 HP OpenView ROI Analysis Questionnaire

2 Customer Information Name: Title: Company Name: Company Address: City, State/Province: Zip/Postal Code: Country: Phone Number: Address: Questionnaire The HP Management Solutions ROI Analyst Tool was developed independently by leading IT research firm IDC, and leading ROI tool developer Alinean, Inc. This analysis tool examines current client IT operations opportunities and quantifies potential advantages for HP Management Solutions to improve productivity, avoid operating costs, increase service levels and improve agility. The questionnaire collects information about current IT operations costs and opportunities for improvement. Company Profile What is your primary industry classification? (select one) Aerospace and Defense Automotive Banking Chemicals Civilian Government Consumer Products Construction and Engineering Education (Higher) Education (K-12) Energy Federal Government Financial Services Healthcare High Tech Software and Hardware Hospitality Insurance Manufacturing Media / Entertainment Mining and Natural Resources Other / Combination Pharmaceutical Public Sector Retail Service Provider / Prof. Services State and Local Government Telecommunications Transportation Travel Utilities Wholesale Where is your primary geographic location? (select one) United States Argentina Australia Austria Belgium / Luxembourg Brazil Canada Chile China Colombia Czech Republic Denmark Finland France Germany Hong Kong Hungary Iberia India Indonesia Ireland Israel Italy Japan Korea Malaysia Mexico Netherlands New Zealand Norway Poland Portugal Puerto Rico Russia Singapore South Africa Spain Sweden Switzerland Taiwan Turkey United Kingdom Venezuela Vietnam Other EMEA Countries Other Americas Countries Other Pacific-Rim Countries Other / Combination

3 Where is your primary site location? (select one) Rural Suburban Urban Metropolitan Other / Combination What is the average annual revenue or equivalent for the organization (in millions)? Current User Profile What is the current number of internal data center and network users to manage and support? What is the current number of external partners (who are supported by the operation) to manage and support? (note partners are distinguished from external users because partners can place demands on the help desk and service level management resources, whereas external users typically do not). What is the current number of external users (who are supported by the operation) to manage and support? What is the expected annual growth in number of users, starting in year 2? % What is the average annual unburdened salary for users? The unburdened salary includes base salary plus any overtime or bonus pay, but excludes taxes and benefits. Current Server Profile How many servers of each of the following types currently exist in the organization? UNIX servers Windows servers Linux servers Alpha servers Mainframe servers Other servers Current Client Computing Profile (including ATMs) How many clients of each of the following types currently exist in the organization? Desktop PCs Mobile PCs ATMs Current Storage Profile Describe the network storage currently managed in the organization? DAS storage (in GB) SAN or NAS storage (in GB) Current Network Profile How many network assets of each of the following types currently exist in the organization? High complexity (for example: switches, IP PBX) Medium complexity (for example: LAN routers) Low complexity (for example: hubs)

4 Current Application Profile How many instances or modules of each of the following types of applications currently exist in the organization? Customer relationship management (CRM) Enterprise resource planning (ERP) On-line transaction processing (OLTP) Supply chain management (SCM) HR and other business process automation Scientific / technical Business intelligence and portals Database and data warehouse Messaging and infrastructure Other (specify) Current Salary Profile What is the burdened labor rate to apply to IT and end user salaries? % What is the average annual salary increase (starting in year 2)? % What is the average hours worked per year, excluding vacation and paid time off? These person hours per year define a full-time equivalent (FTE). Current Asset Spending (technology refresh and growth) For each of the following, indicate the expected annual spending over the next 5 years for hardware and software. Annual Spending Plans on Hardware and Software Year 1 Year 2 Year 3 Year 4 Year 5 Servers Storage Networking Applications Clients Other (specify) Current Hardware and Software Maintenance and Support Contracts For each of the following, indicate the expected annual spending on hardware and software maintenance and support contracts Annual Spending on Hardware and Software Maintenance and Support Contracts Servers Storage Networking Applications Clients Other (specify) Annual Recurring Costs Current IT Operations Management Profile (in-house labor) What is the number of full-time equivalents (FTEs) managing and supporting servers, network, operating systems, storage, applications and security? An FTE is a unit of labor resources equivalent to one full-time employee, even if some or all of the staff comprising these resources work part-time. What is the average annual unburdened salary for IT Operations Management staff?

5 For each of the IT operations management tasks, specify the percentage of IT Operations management staff allocated for that task. The percentages should all total to 100%. Allocation of IT Operations IT Operations and Administration Tasks Management FTEs Server troubleshooting and repair % Server moves, adds and changes % Server performance, availability and capacity management % Network troubleshooting and repair % Network moves, adds and changes % Network performance, availability and capacity management % Operating system troubleshooting and repair % Operating system moves, adds and changes (including patch management) % Operating system performance, availability and capacity management % Storage systems troubleshooting and repair % Storage systems moves, adds and changes % Storage systems performance, availability and capacity management % Application troubleshooting and repair % Application moves, adds and changes (including patch management) % Application performance, availability and capacity management % Client configuration management % User administration (identity management and access control) % Security systems management % IT administration (asset inventory, finance, chargeback, vendor management, procurement) % Internet / customer experience management % Other (specify) % Current IT Operations Contracts and Outsourcing For each of the following, indicate the expected annual spending on IT operations contracts and outsourcing Annual Spending on Hardware and Software Maintenance and Support Contracts Server operations Storage operations Network operations Application management PC operations Security operations IT administration Annual Recurring Costs Current IT Help Desk Staff Profile What is the current total number of help desk full-time equivalents (FTEs)? For each of the help desk tasks, specify the percentage of help desk staff allocated for that task. The percentages should all total to be less than or equal to 100%. Help Desk Tasks Level 1 support Level 2 support Dispatched support Managing people and KPIs Incident management reporting and auditing Change management reporting and auditing Help desk systems management Help desk tools application customization and maintenance Maintaining help desk and configuration databases (DBA) Maintaining other management tools Other (specify) Allocation of IT Help Desk FTEs

6 For each of the help desk staff types, indicate the average unburdened salary - includes base salary plus any overtime or bonus pay, but excludes taxes and benefits. Level 1 Level 2 Dispatched support Management and overhead tasks Help Desk Staff Average Unburdened Salary What is the current help desk staff turnover rate? % What is the cost per help desk staff replacement (replacement costs include recruiting and hiring, on-boarding, training and training time, and off-boarding)? Current IT Help Desk Contracts and Outsourcing For each of the following, indicate the expected annual spending on IT help desk contracts and outsourcing IT Help Desk Contracts and Outsourcing Help desk contracts and outsourcing Break fix contracts and outsourcing (excluding hardware / software maintenance & support contracts above) Other (specify) Annual Recurring Costs Current IT Help Desk Profile What is the current total number of level 1 help desk minutes per month? For each of the types of issues reported, specify the average incident resolution time in minutes per call and the average productivity impact (%) to the end user while waiting for incident resolution. Productivity Impact to Current Incident Resolution Time for End Users Incident Resolution Duration (in minutes) End User while Waiting for Incident Resolution Level 1 issues % Level 2 issues % Dispatched / deskside issues % What is the percentage of level 1 phone support calls that are escalated to the next level? % What is the percentage of level 2 phone support calls that are escalated to the next level (dispatched)? % Current Password-Related Help Desk Contacts What is the percentage of total help desk contacts which are password-related? % What is the average user incident resolution time (in minutes)? What is the impact to end users, in terms of lost productivity, while users are waiting for their passwords to be reset? % Current IT Operations Management and Help Desk System and Application Spending (tools and utilities) For each of the following, indicate the expected annual spending on IT operations management and help desk systems and applications IT Operations Management and Help Desk System and Application Spending Management and help desk hardware Management and help desk software licenses Maintenance and support contracts for management and help desk hardware Maintenance and support contracts for management and help desk software licenses Expected Spending (next 12 months)

7 Current Service Level Management What is the current number of service level management FTEs? What is the average annual unburdened salary for service level management staff? For each service level management task, specify the percentage of service level management staff allocated for that task. The percentages should all total to 100%. Allocation of Service Service Level Management Tasks Level Management FTEs Creating service level agreements or policies % Creating server catalog % Implement Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) in place to support SLAs % Implement Key Performance Indicators (KPIs) to measure actuals vs. plans % Correlating performance data % Preparing performance reports % Managing compliance and Service Improvement Programs (SIPs) % Managing and tracking vendor and service provider performance % Other (specify) % Current Downtime Profile For each system type indicated, specify the average hours of system downtime per month, the typical percentage of users affected by that downtime and the cost per downtime hour for users being unproductive. Estimated cost per downtime hour for systems = product of # users, percentage effected, burdened salary / 2080 hours. Downtime includes performance degradation and system outage from system failures, user error, natural disasters, and security issues. Average Hours of Downtime or Degradation per Month Typical Percentage of Users Affected per Downtime Hour Systems (servers, storage) % Network % Application % Estimated Cost per Downtime Hour (lost productivity) Business (transaction / revenue) loss per hour (if any) Current Security Profile What is the total number of successful network/host intrusion events in past year that caused damage or downtime? How long, on average does it take to recover from a network/host intrusion event, i.e. the number of hours of downtime / recovery per incident (if any)? What is the typical percentage of users affected per downtime hour? What is the estimated cost per downtime / recovery hour (in terms of the cost of lost productivity)? What are the additional business costs per downtime hour (expenses / fines / damage)? What is the business transaction / revenue impact loss per hour of downtime (if any)? Current Compliance Management Labor Costs What is the number of full-time equivalents (FTEs) responsible for compliance management? An FTE is a unit of labor resources equivalent to one full-time employee, even if some or all of the staff comprising these resources work part-time. What is the average annual unburdened salary for Compliance Management staff?

8 For each of the compliance management tasks, specify the percentage of compliance management staff allocated for that task. The percentages should all total to 100%. Allocation of Compliance Compliance Management Tasks Management FTEs Developing compliance plans, policies, controls and systems % Managing compliance plans, policies, controls and systems % Managing information and process integrity % Controlling access to information % Managing information retention and retrieval % Developing compliance documentation and reports % Other (specify) % Current Compliance Management Annual Expenses and Fees How much is currently spent annually on compliance management systems or tools (if any)? How much is currently spent annually on compliance management outsourced consulting and services? How much is currently spent annually on other expenses or fees related to compliance management? Current Compliance Auditing How many audits are currently conducted per year to ensure compliance management? When an audit takes place, how much time is spent by internal staff preparing for and completing the audit (in person hours)? What is the average unburdened salary rate for these audit resources (per hour)? How much are the average service fees paid per audit (if any)? Current Compliance Risk What is the anticipated risk of a compliance violation over the next 12 months (a number greater than 100% signifies the risk of more than one compliance violation)? % What is the average labor cost per violation? What are the average additional fees (litigation, services) per violation? Average fines per violation? What is the average revenue loss impact per violation (Items to consider when determining the potential revenue risk are: loss of stakeholder satisfaction; loss of reputation from compliance and trust; presence of material weakness; financial market consequences of non-compliance; lack of ability to audit/benchmark across multiple systems; lack of a repeatable process; un-streamlined business operations; non-global view of the control environment.)?

9 Solution Selection Specify the HP Management solutions and components to include as part of the proposed solution: IT Service Management - Service Desk IT Service Management - ServiceCenter Infrastructure Management Application Management Lifecycle Management Governance Identity Management OSS AssetCenter Or you can specify solutions by individual products: Service Desk Help Desk Management Change Management Service Level Management ITSM Best Practices Service Center Service Center Compliance Manager Compliance Manager Service Driven Operations Operations Event Management Performance Monitoring Automated Alerting Reporting and Graphing Service Navigator Consolidated Event and Performance Management (includes: Performance Manager/Monitor/Agent, Reporter, GlancePlus) Internet Services Transaction Analyzer Smart Plug-ins Network Services Management Network Node Manager Route Analytics Management System Performance Insight Report Packs Configuration Management PC Management Server Management ATM Management Application Manager Patch Manager Inventory Manager Usage Manager OS Manager Settings Migration Manager Extensions for Windows Installer Client Configuration Manager Identity Management Select Access Select Audit Select Identity Select Federation

10 OSS TeMip family Service Activator Usage Manager Service Quality Manager TeMip Fault Management TeMip Framework TeMip Access Module Library and Central Engineering TeMip Expert TeMip Fault Statistics TeMip Service Monitor TeMip Lite

11 IT Costs Capital Expenditures (hardware / software) For certain configurations, additional capital equipment may be necessary to host the proposed solution. Indicate the yearly costs for each specified type of capital expenditure. Capital Expenditures (hardware / software) Initial Year 1 Year 2 Year 3 Year 4 Year 5 Software licensing Server Storage Terminal Other Implementation Labor (internal) The initial implementation labor specifies the investment required by the company s internal IT staff to purchase, setup and deploy the selected solution. For each of the tasks, the total person hours required is specified. The person hours can be substantially reduced by using professional services staff to perform or assist with these tasks. Assessment Procurement Setup and installation Customization IT training time Other Implementation Labor Initial Person Hours Average Burdened Salary Rate Initial staff cost will be calculated based upon the above entered information. Additional labor can be added in ongoing years for internal labor that is going to be required for continued assessment, procurement, installation and setup, customization, IT training and deployment of the selected solution. Staff FTEs will be calculated for year 1 based upon the above entered information but can be edited by entering values below. Implementation Labor Initial Year 1 Year 2 Year 3 Year 4 Year 5 Staff cost Staff FTEs Ongoing Management and Support Labor Ongoing management and support labor is the internal resource investment required by the company to manage and maintain the proposed solution. Indicate the number of FTEs and the associated annual burdened salary per FTE to calculate the total labor cost for each year of the analysis. Ongoing Management and Support Labor Initial Year 1 Year 2 Year 3 Year 4 Year 5 Management and support FTEs Average annual burdened salary Professional Services Professional services can be used to help plan, configure, customize and deploy the solution for any environment. Using professional services can help reduce the burden on internal labor resources, shorten deployment schedules, reduce project risk and help ensure return on investment goals are met. Indicate the total costs for each year of the analysis. Professional Services Initial Year 1 Year 2 Year 3 Year 4 Year 5 Total cost

12 Training Training quantifies the technical training sessions course fees, materials, and travel expenses. How many training classes will your organization require to train IT staff with the proposed solution? For 2 people attending one class, enter 2. What is the cost per training class, including technical training session course fees, materials, and travel and expenses the organization may incur? Costs will be calculated for year 1 of the analysis based upon the above two questions. If additional training costs exist in other years of the analysis, indicate the total cost for each year. Training Initial Year 1 Year 2 Year 3 Year 4 Year 5 Total cost HP Support Services HP Services offerings range far beyond standard product support to: deployment services for risk-reducing installation and startup, implementation, and integration; availability services to help proactively reduce downtime and meet service-level commitments through industry-leadership in mission critical environments; performance services providing objective technical assistance to help make the most of IT investments; and innovative support management services to complement internal capabilities with proven multi-vendor expertise. HP Support Services Initial Year 1 Year 2 Year 3 Year 4 Year 5 Total cost

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