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Lowering TCO: TXU’s Approach

Lowering TCO: TXU’s Approach. Higher Productivity at Lower Cost. Vision. ... result in a world-class, managed computer environment which benefits TXU by lowering costs, improving service, and increasing corporate agility. TXU’s Approach. KEY GOALS & DRIVERS: Prepare for Deregulation by…..

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Lowering TCO: TXU’s Approach

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  1. Lowering TCO:TXU’s Approach Higher Productivity at Lower Cost

  2. Vision ... result in a world-class, managed computer environment which benefits TXU by lowering costs, improving service, and increasing corporate agility. TXU Business Services

  3. TXU’s Approach • KEY GOALS & DRIVERS: • Prepare for Deregulation by….. • Lowering Costs of Desktop Computing • Improving Internal Service & Support • Increasing Corporate Agility TXU Business Services

  4. TXU’s Approach STRATEGY: Implement Best Practices to….. • Standardizethe Environment • ImproveAsset Management • ImproveProcurementPractices • EnhanceSupport Strategies • IncreaseEnd-User Productivity • Leverage Electronic Software Distribution • ImplementServer Monitoring • ImproveClient Satisfaction TXU Business Services

  5. Best Practices Reviewed practices of industry leaders…. TXU Business Services

  6. Established Roadmap STEP 4 Distributed Systems Management STEP 3 Managed Environment STEP 2 Standard Software STEP 1 Standard Hardware Unmanaged Environment TXU Business Services

  7. Standardize the Environment Actions: • 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 Policy TXU Business Services

  8. Standardize the Environment Examples: • 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 standards Benefits: • 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, productivity TXU Business Services

  9. Improve Asset Management Actions: • 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 Servers TXU Business Services

  10. Improve Asset Management Benefits: • Records More Accurate • Reduced Cost of Maintenance • Billings More Accurate • Appropriate Accountability • Automated Inventory Scans TXU Business Services

  11. Improve 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 Manufactured TXU Business Services

  12. 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 support TXU Business Services

  13. Average PC Order-to-Delivery Time Ticket Duration (avg. days) 50 40 30 # Days 41 20 10 19 0 Before After TXU Business Services

  14. PC Lease Replacement 5297 4000 4000 3476 TXU Business Services

  15. PC Lease Replacement 1.6 1.2 1.2 1.0 TXU Business Services

  16. PC Orders Requiring Custom Configuration Industry Best Practice = < 10% TXU Actual = < 5% TXU Business Services

  17. Enhance 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-deployments TXU Business Services

  18. Enhance 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 expertise, resources • Lower costs to business unit for continued lease cost or maintenance of obsolete equipment TXU Business Services

  19. Support Center Calls(monthly average) TXU Business Services

  20. User Support RequirementsActual 6.1 4.9 TXU Business Services

  21. Problems Resolved at First Contact( Tickets opened and assigned to IT Support Services) 57.7% TXU Business Services

  22. Problems Resolved Using Timbuktu TXU Business Services

  23. Ticket Duration for User Requests L J TXU Business Services

  24. Tickets Requiring On-Site Support:% Dispatched TXU Business Services

  25. Leverage Electronic Software Distribution Actions: • Installed Microsoft SMS on over 10,000 PC’s and NT servers • Developed Intranet-based TXU Software Library - Enabling End-Users to Download, Tested/Certified, Standard Software to PC’s TXU Business Services

  26. Leverage Electronic Software Distribution Benefits: • Faster - Delivery of new tools to employees within minutes of need • Cheaper - Upgrade of mass corporate software over a weekend instead of months to deploy - avoided between $1M - $2M in costs since implemented in December 2000 • Encourages use of standard, certified software • “Scripted”, consistent, repeatable installation supports standards, lowers cost • Unattended software distribution reduces user involvement TXU Business Services

  27. Software Deployment & Management Implementation • User information is gathered from user input as well as extractions from existing, managed databases • Scheduled, automated scans report inventory (hardware and software) on a regular basis • Capability now exists to deploy software to a target base of users with or without their knowledge/interaction • To-date 19 “scripted” application configurations reside in TSL database, available for distribution on demand, initiated by a simple “click of the mouse” TXU Business Services

  28. Software Distributed Via SMS(17 Applications, 3/1/01-6/30/01) TXU Business Services

  29. Software Distributed Via SMS(17 Applications, 3/1/01-6/30/01) TXU Business Services

  30. Software Distributed On-demand Via Software Library TXU Business Services

  31. Implement Server Monitoring Actions: • Installed Tivoli Software on 850 Servers • Implemented Monitoring Thresholds for Server Disk Space, Memory and other Critical Components • Implemented an Enterprise Console for Monitoring of Alerts on Servers • Integrated Console with other Monitored Systems, i.e.. Network • Integrated Console Alerts with IT Work Management System to Create “Tickets” for Incidents and Page on Critical Alerts TXU Business Services

  32. Implement Server Monitoring Benefits: • Proactive, preventative maintenance reduces unplanned outages, increasing application availability, increasing corporate revenue and lowering maintenance costs • Enables one technician to support more servers. Ratio has increased from 1:14 to 1:22, lowering total costs of expensive resources • Incidents can be correlated between network, servers, etc. • Complete records of incidents TXU Business Services

  33. Increase Client Satisfaction Actions: • Build Each Enhancement with Business Unit Council Partnership and Guidance • Leverage Enhancements to Provide Better Service, Faster, at a Lower Cost and with Higher Availability • Benefits: • Client Satisfaction actually increased during implementation of these changes TXU Business Services

  34. Gartner Measurement of IT Customer Satisfaction (January, 2001) • General Criteria - Overall score increased 0.11 • Largest score increases • Impact on Your Work - +0.21 • Support Expertise - +0.17 • Product Functionality - +0.14 • Cost - +0.14 • Specific Criteria - Overall score increased 0.17 • Largest score increases • Client Support - +0.23 • New Applications Development - +0.23 • Desktop Computer HW/SW - +0.22 • Intra/Internet - +0.18 • No score decreases! TXU Business Services

  35. Questions??

  36. End of Presentation TXU Business Services

  37. Current StateY2K Inventory Word Processors 10 vendors 56 versions Spreadsheets 8 vendors 46 versions Databases 19 vendors 73 versions Presentation 10 vendors 30 versions Browsers 14 vendors 70 versions CAD 7 vendors 26 versions Comm Packages 11 vendors 22 versions Over 7,537 versions of “recognizable” software found ! TXU Business Services

  38. Current StateRoot Cause Statistics TXU Business Services

  39. Root Cause - 1999 Primary Root Causes Identified During 1999 • Network Connectivity • Equipment Pickup • Printer Problem • Configuration Request • NAV • Operating System • Moves • User Error • Printer Installation • Worm Virus • Y2K • UserID / Password • Driver • Lack of Training • Hard Drive Space • Virus • Data Backup / Transfer • Information Request • Server • Image Load Issue • Upgrade • Netcensus • Mainframe • Maintenance • Monitor • Memory • Migration • Loaner TXU Business Services

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