Top Banner
Reducing Your IT Costs Welcome What do you hope to learn today? Please take a moment to fill out a yellow card. Our presenters will review the cards to ensure we cover the topics of interest. We will collect them before we get started. Thanks! Maury Weinstein President System Source 410-771-5544 x4319
38

Welcome [] · 2019-08-05 · OML 1 OML 2 OML 3 OML 4 OML 5 Technology Standards Standards not defined without goal to standardize. ... to last replication interval Virtual Machine

Jul 09, 2020

Download

Documents

Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
  • Reducing Your IT Costs

    Welcome

    What do you hope to learn today?

    Please take a moment to fill out a yellow card.

    Our presenters will review the cards to ensure

    we cover the topics of interest.

    We will collect them before we get started.

    Thanks!

    Maury Weinstein

    President

    System Source

    410-771-5544 x4319

  • Agenda Run, Grow and Transform

    IT Maturity Level

    Controlling Personnel Costs

    Smart Investing

    Measuring Progress

  • Assigning Responsibilities for Run, Grow and Transform

  • Outsource Run So You Can Grow & Transform

    “Run” “Grow”

    “Transform”

  • IT Maturity Level - OperationsOML 1 OML 2 OML 3 OML 4 OML 5

    Technology

    Standards

    Standards not

    defined without

    goal to

    standardize.

    Technology

    purchased without

    IT approval.

    Key standards

    partially developed

    with no timeframe

    for compliance.

    Standards largely

    developed without

    compliance. IT

    purchase approval

    sought but

    exceptions

    frequently made.

    Standards

    developed and

    organization driven

    towards standards.

    CxO level beginning

    to support

    standards.

    Technology

    standards

    completely defined,

    and documented

    with CxO support.

    Standards key part

    of every technology

    decision.

    Utilize system

    and service

    management

    tools

    Ad hoc use of

    point solution

    tools. Little or no

    automation,

    documentation or

    analysis.

    Reduced number of

    tools. Basic

    automation and

    documentation

    performed semi-

    consistently.

    Basic integrated

    tools. Workload

    analysis toward

    automation and

    problem reduction.

    Investment in

    integrated toolset.

    High SLA

    compliance and

    reporting. Basic

    manpower

    planning.

    Fully integrated

    systems with

    manpower planning.

    SLA and exception

    reporting.

    Automation enables

    lower cost staff.

    Document

    and train its

    operating

    processes

    Little or no formal

    documentation

    and rarely

    updated. Vendor

    technical or

    hands-on training,

    Some basic

    process

    documentation but

    not updated

    frequently. Each

    function uses own

    process

    documentation.

    “Process to create

    a process” in place

    with moderate

    compliance.

    Progress on

    systematic listing of

    process.

    Major process flow

    charted.

    Compliance to

    process creation

    and documentation

    is high. Refresh is

    formal and

    consistent.

    Virtually all

    processes are

    designed and fully

    documented before

    the process is put in

    place.

    External

    support model

    Reactive – Time &

    Materials

    Recurring Scheduled Hours (Professional

    Affordable IT)

    Managed Services

  • Managed Services Definition: Remotely provided IT services at a fixed

    price with a service level agreement

    Replaces today’s desk side services and reactive

    support

  • Printer Management Much of the avoidable printer expense is:

    Help desk tickets to fix/re-supply

    Premium priced OEM toner

    Supplies leftover when printer no longer needed

    Supplies purchasing costs

    One client saves $6,840 annually using managed

    print service for 20 printers

    Free surveys estimate savings accurately

  • Controlling Personnel Costs Personnel scheduling and assignment

    Proactive

    Recruitment stress penalty

  • Personnel SchedulingControlling Utilization

    Ticket entry data prompts you to:

    Study demand patterns

    Schedule personnel accordingly

    Move non-customer facing time off peak hours

    i.e. meetings or special projects

    Use part time personnel for peak periods

  • Personnel SchedulingMatch Supply and Demand

  • Removing Costs from Resolution Path

    Requests from ticket system,

    phone or email

    Assign to appropriate

    level

    Users receive ticket updates automatically

    Ticket held a day after close

    to ensure resolution

    Single question

    satisfaction survey sent

    Departments without or not using ticketing systems

    spend too much in triage or assign to wrong help

    desk level – usually doubling ticket expense

  • I know which

    computer has a

    virus!

    Proactivity Drives Utilization

  • Proactivity Drives Cost Savings35% Patch

    Score!

    Increased to 91%

    with attention

  • Recruitment Stress Penalty

  • Recruitment Stress Penalty

  • Smart Investing Set Recovery Time and Point Objectives first

    ROI before you buy

    Common sense purchasing

    Office 365 (SaaS)

    Amazon Web Services (IaaS and DaaS)

    Workstation replacement cycle study

    Gartner Hype Cycle

    Prioritize security purchases

  • Recovery Time and Point Objectives for

    Lower Downtime Costs

    $100/pp/day average cost

    at 50% productivity loss

    Cost = labor to restore

    transactions lost

  • Implementing Recovery Time & Point ObjectivesRecovery

    Scenario:

    Recovery Point Objective

    (RPO)

    Recovery Time Objective (RTO)

    Short (hours)

    RTO - Medium

    (less than 1 day)

    RTO - Long

    (multiple days)

    Single Server

    to last backupVirtual Machine backed up locally

    with Veeam

    Backup Exec to disk for VMDK

    Backup Exec to disk for

    physical servers

    Tape backup

    Cloud backup

    to last replication interval

    Virtual Machine with vSphere

    Replication

    Veeam Replication

    SAN snapshot

    Zerto Replication to AWS

    NA NA

    Multiple

    Servers

    to last backup NABacked up locally with

    Veeam Backup Exec to

    disk for VMDK

    Backup Exec to disk

    for physical servers

    Tape backup

    Cloud Backup

    to last replication intervalVirtual Machines with vSphere SRM

    Veeam Replication

    SAN snapshot

    vSphere Replication w/o

    SRM

    Zerto to AWSCloud Backup

    Individual

    Itemto last backup

    Virtual Machine backed up with

    Veeam Enterprise

    Backup Exec with GRT and

    applicable agent to disk for virtual or

    physical servers

    Cloud Gateway

    NATape backup

    Cloud backup

    $100/pp/day average

    downtime cost at 50%

    productivity loss

  • Office 365 Exchange versus On-Premise ROI

    Initial Cloud Investment Year 1 Cloud Savings Year 2 Cloud Savings Year 3 Cloud Savings Year 4 Cloud Savings Year 5 Cloud Savings Year 6 Cloud Savings Year 7 Cloud Savings

    (11,386)$ 46,506$ (360)$ (360)$ 46,506$ (360)$ (360)$ 46,506$

    Savings Through Year X 35,120$ 34,760$ 34,400$ 80,906$ 80,546$ 80,186$ 126,692$

    Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Totals

    Traditional On-Premise Deployment

    Hardware (Including Server Licensing)

    Exchange Server Hardware 8,934$ 8,934$ 8,934$ 26,802$

    SharePoint Server Hardware 13,152$ 13,152$ 13,152$ 39,456$

    Lync Server Hardware -$ -$ -$ -$

    Licensing

    Exchange CALs 4,080$ 4,080$ 4,080$ 12,240$

    SharePoint Standard CALs 5,700$ 5,700$ 5,700$ 17,100$

    Lync CALs -$ -$ -$ -$

    eCAL -$ -$ -$ -$

    Office Pro Plus -$ -$ -$ -$

    Support

    Exchange User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 35,028$

    SharePoint User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 35,028$

    Full Suite Support -$ -$ -$ -$ -$ -$ -$ -$

    Consulting and Migration

    Exchange Migration Costs 7,500$ 7,500$ 7,500$ 22,500$

    SharePoint Migration Costs 7,500$ 7,500$ 7,500$ 22,500$

    Office Migration Costs*

    Administration

    Exchange Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 31,500$

    SharePoint Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 31,500$

    Lync Administration -$ -$ -$ -$ -$ -$ -$ -$

    Total 65,874$ 19,008$ 19,008$ 65,874$ 19,008$ 19,008$ 65,874$ 273,654$

    Cloud Based Deployment

    Microsoft O365 Fees 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 40,320$

    O365 Enhanced User Support 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 70,056$

    Enhanced Server Support 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 25,200$

    One-time Migration Costs- Exchange 3,886$ 3,886$

    One-time Migration Costs- SharePoint 7,500$ 7,500$

    One-time Migration Costs- Lync -$ -$

    Total 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 135,576$

    (11,386)$ 46,506 (360) (360) 46,506 (360) (360) 46,506 138,078

    User Count

    60

    SAVINGS

    ANALYSIS

  • Common Sense Purchasing

    Track contract renewal and notice periods

    Licensing purchase consolidation

    “Sleep” versus “normal” savings is $25/year for 16

    hours a day (plus HVAC savings)

  • Server ConsolidationServer sprawl can occur when engineers add a server for each new

    application. Though this makes configuration and test easier pre-

    production, consolidation may yield long term cost savings for:

    Domain Controllers – who needs extra Active Directory

    synchronization traffic anyway?

    SQL servers – a properly scaled system can handle > couple

    databases

    Remote Desktop (RDS) or Citrix servers

    Web servers

    Stop when further reduction either:

    Lowers redundancy below your risk tolerance

    Impacts performance below user expectations

  • Office 365 Your Microsoft license expense should benchmark

    against a $5/user/month standard (

  • AWS Costs Tend Lower • Turn off when in use

    • Scale larger/smaller easily

    • Massive AWS scale

    • Pay only for storage used

  • Controlling the Cost Dial

    I see a

    trend.

    How can I

    optimize?

  • Computer Replacement Cycle Intel study on end user computing replacement

    found optimal economic decision = 3.5 years

    Long server life is a mirage

    Baltimore County personal property tax

  • Gartner Hype Cycle for IT Infrastructure Availability and Performance Management, July 2015

  • Prioritize Security Purchases

  • Prioritize Security Purchases - HealthCareBackups

    8.1 (High) - Ensure that each system is automatically backed up on at least a weekly basis,

    and more often for systems storing sensitive information. To help ensure the ability to rapidly

    restore a system from backup, the operating system, application software, and data on a

    machine should each be included in the overall backup procedure. These three components of

    a system do not have to be included in the same backup file or use the same backup software.

    There should be multiple backups over time, so that in the event of malware infection,

    restoration can be from a version that is believed to predate the original infection. All backup

    policies should be compliant with any regulatory or official requirements. (Quick Win)

    Skilled Staff

    9.3 (High) - Implement an online security awareness program that (1) focuses only on the

    methods commonly used in intrusions that can be blocked through individual action, (2) is

    delivered in short online modules convenient for employees (3) is updated frequently (at least

    annually) to represent the latest attack techniques, (4) is mandated for completion by all

    employees at least annually, and (5) is reliably monitored for employee completion. (Quick Win)

    Online Security Awareness Program

    17.1 (High) - Deploy approved hard drive encryption software to mobile devices and systems

    that hold sensitive data. (Quick Win)

  • Limited Admin

    12.1 (Medium) - Minimize administrative privileges and only use administrative accounts when

    they are required. Implement focused auditing on the use of administrative privileged functions

    and monitor for anomalous behavior. (Quick Win)

    Audit Logging

    14.5 (Medium) - Have security personnel and/or system administrators run biweekly reports

    that identify anomalies in logs. They should then actively review the anomalies, documenting

    their findings. (Quick Win)

    Online Security Awareness Program

    17.6 (Medium) - Conduct periodic scans of server machines using automated tools to

    determine whether sensitive data (i.e., personally identifiable information, health, credit card,

    and classified information) is present on the system in clear text. These tools, which search for

    patterns that indicate the presence of sensitive information, can help identify if a business or

    technical process is leaving behind or otherwise leaking sensitive information.

    (Visibility/Attribution)

    17.9 (Medium) - Use network-based DLP solutions to monitor and control the flow of data

    within the network. Any anomalies that exceed the normal traffic patterns should be noted and

    appropriate action taken to address them. (Configuration/Hygiene)

    Prioritize Security Purchases - HealthCare

  • Managing Multiple Vendors is Expensive

  • Measuring Progress Un-benchmarked processes always bring savings

    (especially the first time!)

    Metrics can be constructive or destructive

  • Benchmarking UptimeI’m

    exceeding

    my SLA

    I’m having

    trouble

    meeting

    my SLA

  • Increasing User Productivity

    0.000

    0.010

    0.020

    0.030

    0.040

    0.050

    0.060

    0.070

    0.080

    total tickets per user/business day 3 per. Mov. Avg. (total tickets per user/business day)

    Avoiding 40% of tickets at $25/pp/hour average

    downtime cost = $120/pp/year for 1 hour/ticket

    -40%

  • Ticket Causes by Number of Tickets

  • Inexpensive Trainingranked roughly by expense

    Microsoft Software Assurance

    Government Training Funds

    Quick Reference Cards

    E Learning

    $14 per app user or $159 per tech user at our MD County client

    Each course accessed saves $261-$2,836 versus live classroom

    training

    Recorded or Live Webinars

    Demonstrations Sessions $37/student for 60

    Private Group Training $126/student for 24

  • Ask about IT