Experience the Eide Bailly Difference. November, 2013 Desktop Study State of North Dakota Information Technology Department

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1 Experience the Eide Bailly Difference Nvember, 2013 Desktp Study State f Nrth Dakta Infrmatin Technlgy Department

2 Cntents: Executive Summary... 2 Prject Gals & Objectives... 2 Key Findings and Recmmendatins... 2 High-Level Prject Prcess Overview... 3 List f Final Deliverables... 4 Current Envirnment Summary... 5 Intrductin... 5 Summary f Services Prvided By Agencies... 6 Current Staffing Summary (Desktp Supprt Services Only)... 8 Resurce Gegraphic Summary... 9 Technical Envirnment Summary Current Envirnment Desktp Supprt Cst Estimate Best Practices Analysis Benchmark and Best Practice Data Supprt Staff t End User Rati Supprt Csts Level f Desktp Manageability Service Levels Recmmendatins Summary f Recmmendatins Peple (e.g., Staffing) Recmmendatins Details Prcess Recmmendatins Details Technlgy Recmmendatins Details Operatinal Management Service & Supprt Appendix i

3 Executive Summary Prject Gals & Objectives Eide Bailly has cmpleted an analysis f the Desktp Supprt envirnment fr the State f Nrth Dakta. The review was cmpleted t satisfy the legislative intent f SB Sectin nine f that bill requires the Infrmatin Technlgy Department (ITD) t perfrm a study f all state agencies' infrmatin technlgy desktp supprt t determine the feasibility and desirability f centralizatin f desktp supprt services thrugh the infrmatin technlgy department fr all state agencies. As part f this study, the current Desktp Supprt staffing mdels, prcesses and tls were all evaluated t determine a recmmendatin fr a future Desktp Supprt mdel. As part f ur analysis, Eide Bailly cmpared the verall csts f Desktp Supprt within the State f Nrth Dakta s envirnment t industry benchmarks and best practices. Fr the purpses f this analysis, the scpe f Desktp Supprt includes end-user supprt and peratins f a brad set f typical end-user devices and peripherals, such as: Desktp PCs Laptps Mbile Devices (Tablets & Smartphnes) Printers General Applicatin Supprt (Micrsft Office, Web Brwsers, etc.) Key Findings and Recmmendatins A cmplete detailed list f Eide Bailly s findings and recmmendatins can be fund later in this dcument. The fllwing summarizes key findings and recmmendatins fr the Desktp Study prject: Peple Findings & Recmmendatins A prtin f ur recmmendatins are centered n where supprt staff fr Desktp Supprt shuld be managed within ITD and / r with the agencies. Our peple recmmendatins are as fllws: agencies have been identified that wuld benefit frm at least sme level f Desktp Supprt services frm ITD. Fr these agencies we recmmend prceeding with a transitin t ITD fr Desktp Supprt services as budgeting and planning allws. 2. Agencies where we are recmmending Desktp Supprt be centralized thrugh ITD are generally under 100 users, have primarily generic Desktp Supprt and peratins needs r are currently receiving at least sme level f Desktp Supprt services frm ITD. 3. T supprt current and planned agency transitins fr Desktp Supprt, ITD will require apprximately 8 FTEs, which is an additinal fur FTEs t current Help Desk and 2

4 Desktp Supprt staff (Nte: This aligns with the recmmended rati f apprximately 250 users t 1 Desktp Supprt FTE). 4. ITD shuld enhance the current Service Desk capabilities t include traditinal Tier 1 help desk capabilities as part f staffing up t supprt agency desktp services. Our verall staffing recmmendatin fr ITD includes the additinal staff required t satisfy the Tier 1 supprt needs f agencies recmmended fr ITD Desktp Supprt. Prcess Findings & Recmmendatins Achieving the desired benchmark measures, efficiencies and quality will als require significant prcess changes fr Desktp Supprt, including the fllwing: 1. ITD shuld implement a frmal prcess fr annually evaluating service ptins with each agency and / r transitining t standardized tls fr Desktp Supprt management. 2. Establish cnsistent supprt prcesses and data cllectin acrss a cmmn set f tls fr all agencies. (e.g., Cllect cmplete and cnsistent data n supprt tickets, vlume, etc. fr all users and agencies, whether ITD r agency supprted.) 3. ITD shuld define expected Service Level Agreement(s) fr their varius Desktp Supprt related services and tls. In additin, regular reprting n ITD s perfrmance against these services levels shuld be prvided t each agency receiving Desktp Supprt services frm ITD. (Nte: Other agencies shuld be encuraged t utilize cmmn tls and metrics t mnitr their wn internal agency Desktp Supprt service perfrmance.) Technlgy Findings & Recmmendatins Establishing brader standards fr desktp supprt and peratins tls will be a key cntributr t imprved desktp supprt efficiency. 1. ITD shuld establish standards (sme Mandatry and ther Optinal ) fr Desktp Supprt related tls fr use acrss all agencies. High-Level Prject Prcess Overview The fllwing prvides a summary f the prcess fllwed by Eide Bailly in wrking with the State f Nrth Dakta t cmplete this prject: Phase I: Prject Plan Develpment & Cnfirmatin - A plan fr cmpleting the prject and required deliverables was develped by Eide Bailly and the designated State f Nrth Dakta Prject Manager. Phase II: Current Envirnment Data Cllectin Data n the current envirnment fr Desktp Supprt was gathered via n-site interviews with agencies that have ver 100 FTEs and telephne interviews with agencies that have fewer than 100 FTEs. Phase III: Analysis & Reprt Prductin The recmmendatins and reprt were develped by analyzing the State f Nrth Dakta s current Desktp Supprt envirnment and cmparing it t industry best practices. Phase IV: Pst Deliverable Supprt As needed Eide Bailly will assist OMB and ITD with further clarificatin and supprt assciated with the final deliverable. 3

5 List f Final Deliverables Key deliverables fr the prject included the fllwing: Prject Plan Our prject management tls and schedule fr cmpletin f the prject within the State f Nrth Dakta s desired timeline. Deliverable Outline During the first mnth f the prject, Eide Bailly wrked with ITD t develp an utline f the final deliverable t be prduced fr the prject. This utline served as the basis fr the cntent f this final reprt. Current Envirnment Summary An verview f the current Desktp Supprt envirnment within the State f Nrth Dakta IT envirnment. This included a summary f staffing (internal agency, ITD and cntract resurces) and tls currently utilized t prvide Desktp Supprt services. Draft Deliverable A cmplete draft f the final analysis and recmmendatins fr the prject, including recmmendatins and pririties fr implementatin. Final Deliverable The final wrk prduct fr the prject including: A Micrsft Wrd reprt detailing the findings and recmmendatins frm the prject. A Pwer Pint summary f the findings and recmmendatins frm the prject. 4

6 Current Envirnment Summary Intrductin During the first majr phase in cmpleting the Desktp Study prject, Eide Bailly cnducted n-site r phne interviews with each agency identified as in-scpe fr the prject. In mst cases, Eide Bailly cnducted nsite interviews with agencies having ver 100 Full-Time-Equivalent (FTE) staff and phne interviews with agencies have fewer than 100 Full-Time-Equivalent (FTE) staff. During bth n-site and phne interviews, data in the fllwing areas was cllected: Current Supprt Staff Current Desktp Supprt Csts and / r Desktp Supprt FTEs (With internal agency staff, ITD services and / r an external prvider) Desktp and Device Deplyment Standards Details n Devices and Applicatins Supprted Supprt-Related Tls Utilized (Either agency prvided and / r prvided by ITD) Current Supprt Statistics and Methds (If available) Our detailed, data frm the agency current envirnment interviews is cntained in Appendix A. The Current Envirnment Summary sectin cntains the fllwing summary infrmatin cllected as part f the Current Envirnment review phase f the prject: Summary f Services Prvided By Agencies This sectin identifies current Desktp Supprt related services by each agency and hw they are being delivered. Current Staffing Summary This sectin dcuments each agency s staffing in the Desktp Supprt area. (If available) Resurce Gegraphic Summary While mst agency Desktp Supprt resurces are lcated in the Bismarck / Mandan area, there are islated cases where Desktp Supprt staff is distributed t ther state lcatins. Technical Envirnment Summary Where available, the prject team utilized this Current Envirnment phase f the prject as an pprtunity t gather data abut the current Desktp Supprt related technlgies in use at each agency. Current Envirnment Desktp Supprt Cst Estimate With the current Desktp Supprt envirnment being largely agency-based (e.g., Desktp Supprt staff are primarily agency staff); the current cst f Desktp Supprt is nt always readily available. Hwever, as part f this effrt Eide Bailly is using sme reasnable assumptins and rules t effectively estimate current csts. 5

7 Summary f Services Prvided By Agencies During the Current Envirnment assessment phase f the prject, the prject team was fcused n identifying and dcumenting the services currently delivered by agency Desktp Supprt staff, ITD Desktp Supprt staff and by external vendrs. Thrughut the interviews and data cllectin effrts, it became apparent that a key factr in ur analysis wuld be establishing a cnsistent definitin f what is included in Desktp Supprt. In sme agencies the current view f Desktp Supprt is primarily a Help Desk (including applicatin supprt). In ther agencies the current view f Desktp Supprt is brader and wuld include several additinal services, such as: deplyment f new PCs, advanced supprt f agency applicatins, prcurement, license management, etc. Fr this phase f the prject n effrt was made t standardize a cmplete definitin f Desktp Supprt. Hwever, fr many f the mst cmmn services that are viewed as part f agency, ITD r vendr Desktp Supprt activities, data was gathered n wh is prviding these services. This data was utilized t develp ur recmmendatins and service definitin fr Desktp Supprt (see Technlgy Recmmendatin Detail ). The table belw prvides a summary f the service delivery infrmatin gathered during ur interviews with agency staff: Service & Definitin End-User Help Desk Services Telephne r based user supprt services. These services are either delivered via direct calls r t agency IT staff and / r t a centralized agency help desk number. Device (Desktp, Laptp, Mbile, etc.) Deplyment & Lifecycle Management Management f devices frm installatin thrugh dispsal. Prcurement The purchasing f new hardware based n pricing frm the WSCA (Western States Cntracting Alliance) cntract. Ticketing System System used t track, manage and respnd t supprt requests. Agency Staff Delivered (Qty.) ITD Delivered (Qty.) External Vendr Delivered (Qty.) Unknwn / Nne (Qty.)

8 Service & Definitin Desktp Patch Management WSUS (Windws Server Update Services) and SCCM (System Center Cnfiguratin Manager) are available fr agencies t leverage fr Micrsft and third party sftware updates. Sme agencies utilize their wn cnfigured WSUS r patch management system such as Altiris r LAN Guard. Mbile Device Management Agencies appeared t be waiting fr a slutin r had already deplyed a slutin specific t their platfrm f chice. A mbile device management system mnitrs, secures, manages and supprts mbile devices. Desktp / Laptp System Imaging Utilizing a system imaging tl helps standardize and expedite the desktp deplyment prcess. Agencies have leveraged this technlgy thrugh ITD s SCCM r by purchasing their wn slutin. Asset Management & Inventry System utilized fr tracking all lcal agency technlgy assets. Remte Device Cntrl Tls utilized t prvide remte supprt and management f devices. Anti-Virus Sftware Sftware used t prevent, detect and remve malware. License Management Purchasing and cmpliance management fr all sftware licensing. Agency Staff Delivered (Qty.) ITD Delivered (Qty.) External Vendr Delivered (Qty.) Unknwn / Nne (Qty.) Nte: In several cases, services are jintly delivered by agency staff and ITD r were unknwn by agency staff; therefre, nt all quantity numbers add up t the ttal number f agencies interviewed. 7

9 Current Staffing Summary (Desktp Supprt Services Only) With the current highly distributed mdel f supprt, analyzing the current staffing levels fr Desktp Supprt is a difficult effrt. Hwever, during ur Current Envirnment data cllectin phase, infrmatin was gathered n key metrics related t Desktp Supprt staffing. The fllwing infrmatin was gathered n each agency t assist in dcumenting current Desktp Supprt staffing levels: Surce f Desktp Supprt Services (Agency, ITD r External Vendr) FTEs Dedicated t Desktp Supprt (Fllws the agency s definitin f Desktp Supprt and frequently estimated t include nly a prtin f internal agency staff time e.g., Agency Desktp Supprt staff frequently have ther duties, s agencies were asked t estimate the percentage f time these staff were dedicating t Desktp Supprt.) Vendrs Utilized fr Desktp Supprt Ttal Agency FTEs Supprted by the Current Desktp Supprt Resurces The fllwing table summarizes current Desktp Supprt staffing at each agency: Small Agency (0-49 FTEs) Medium Agency (50-99 FTEs) Large Agency (100+ FTEs) Ttal # f Agencies Ttal FTEs Ttal Desktp Supprt Staff Supprt Staff Rati (FTEs Supprted Per Desktp Supprt FTE) Ntes: 171:1 68:1 151:1 1. Several agencies supprt public use f their technlgy as well, indicating that supprt ften extends beynd just state f Nrth Dakta FTEs. (Examples f public user supprt include: Web-sites and Driver s License Testing public use kisks) 2. In additin t agency FTE staff, several agencies identified that there are additinal permanent r peridic cntractr staff that are supprted by their Desktp Supprt staff. Specific examples f this include the fllwing: Adjutant General s Office Temprary staff are hired t run emergency peratins centers. In additin, Desktp Supprt staff frequently prvide supprt t FEMA users when they are n-site in Nrth Dakta fr disaster recvery. Agriculture Department Seasnal inspectrs are emplyed, beynd the year-rund staff. Bank f Nrth Dakta Selected nn-agency staff wrking n-site at the Bank f Nrth Dakta are supprted by Bank f Nrth Dakta IT staff. Game & Fish Department The Game & Fish Department prvides public supprt fr licensing websites / applicatins. In additin, the game & Fish Department has a significant seasnal staff, abve and beynd their FTE cunt. 8

10 3. Estimated Desktp Supprt FTEs is determined using the fllwing data pints: Estimated time split (as stated in agency interviews) fr staff with additinal duties utside f Desktp Supprt. Outside cmpanies prviding Desktp Supprt services are nt included. (Unless full-time cntract resurces are being prvided) 4. ITD has an additinal 4 FTEs dedicated t Desktp Supprt; hwever, they are nt included in the abve staffing analysis statistics. ITD Desktp Supprt FTEs are nt included because f the fllwing: ITD s current Desktp Supprt team prvides services t bth ITD users, as well as prvides varying levels f Desktp Supprt services t several additinal agencies. ITD s current help desk prvides sme additinal Desktp Supprt and custmer service supprt related services. Because the help desk team s scpe f service is well beynd Desktp Supprt, they are nt included in ur analysis r FTE cunts. Resurce Gegraphic Summary While the majrity f agency staff requiring desktp supprt are lcated in the Bismarck / Mandan area, there are a significant number f staff lcated either remtely r in ffices lcated thrughut Nrth Dakta. Mst nn-bismarck / Mandan area staff requiring desktp supprt services are part f the Department f Human Services r they are remte / mbile users. Outside f Bismarck / Mandan, the fllwing lcatins have significant ffices with cncentratins f users requiring Desktp Supprt: Willistn(*) Dickinsn(*) Mint(*) Rlla(*) Devils Lake(*) Jamestwn(*) Valley City Wahpetn(*) Farg(*) Grand Frks(*) Graftn(*) Nte: Lcatins nte with a (*) are primarily Department f Human Services lcatins Reginal Human Service Centers, Develpment Center and State Hspital - with existing lcal Desktp Supprt resurces within the agency. T supprt their large distributed staff, the Department f Human Services has IT staff lcated at their Reginal Human Service Centers, The Develpment Center and The State Hspital. Jb Service is the nly ther agency within the scpe f this prject that has nn-bismarck / Mandan area IT staff. (Qty. 2 lcated at reginal lcatins.) In additin, several agencies have designated super users that assist with ccasinal n-site supprt needs fr staff that are distributed thrughut the state. 9

11 Technical Envirnment Summary In gathering infrmatin abut the current Desktp Supprt envirnment, it was critical t als gather several key pieces f technical infrmatin abut the devices and applicatins being supprted by the current largely agency-based mdel f Desktp Supprt. This data will be used t supprt ur analysis and recmmendatins effrts fr the prject. During ur Current Envirnment data cllectin effrts the prject team fcused n cllecting selected technical envirnmental infrmatin in the fllwing areas: Devices Supprted Management and Mnitring Tls Utilized Patch Management System Imaging Mnitring Ticketing System(s) Anti-Virus Management Remte Cntrl Mbile Device Management Hardware & Device Standards Use f Laptp Hard Drive Encryptin Applicatins Supprted Desktp Operating Systems 10

12 The fllwing are sme key highlights f the current technical envirnment being supprted: Cmputers Windws Desktps & Laptps (XP, Windws 7 & Windws 8) Apple Desktps & Laptps (Limited Quantity) Mbile Devices ipads Windws Tablets SmartPhnes (iphne, Blackberry and Andrid) Applicatins "Cmmn" Applicatins - Adbe Prducts/ Reader, Creative Suite, Office Suite, Symantec Agency Specific Applicatins (100's) Other Hardware Printers GPS Devices Mbile Vehicle Systems Security Systems (Including IP Cameras) Emplyee and Public Use Systems Public Kisks ITD Hsted Applicatins (100's) Scanners Lab Instruments Smart Bards Additinal details n each f the technical areas gathered are prvided in the table belw. As part f the Current Envirnment analysis, cnsistency and adptin ratings have been assigned t each area. The cnsistency rating prvides insight as t hw cnsistent / similar each technical area is frm agency t agency. The adptin rating prvides insight int hw widely deplyed each technical area is acrss all agencies. Understanding the current level f technical cnsistency in these areas prvided the prject team with a key data pint t understanding any ptential efficiency gains r barriers with particular Desktp Supprt mdels. 11

13 Cnsistency Rating Key: High Cnsistency = Very cnsistent acrss agencies Medium Cnsistency = Sme cnsistency acrss agencies Lw Cnsistency = Little cnsistency acrss agencies Adptin Rating Key: High Adptin Cnsistency = Majrity f agencies utilizing the technlgy Medium Adptin Cnsistency = Sme agencies utilizing the technlgy Lw Adptin Cnsistency = Few agencies utilizing the technlgy Technical Area Anti-Virus Management Laptp Hardware Drive Encryptin Mbile Device Management Cnsistency Rating High High High Adptin Rating High Lw Lw Cmments ITD s current Symantec anti-virus slutin is ne f the mst cnsistently and widely deplyed Desktp Supprt services utilized by agencies. A limited number f agencies are utilizing hard drive encryptin fr their laptps. Thse that are were migrating twards ITD s standard Wave self-encrypting drive slutin. Mst agencies that indicated use f a Mbile Device Management (MDM) slutin indicated that they are utilizing ITD s prvided slutin. Hwever, many agencies were nt fully aware f the current slutin s capabilities and were relying n ITD fr any plicy deplyment r cnfiguratin. One agency indicated they were utilizing their wn MDM Cisc / Meraki. Desktp Operating Systems High High Nearly all agencies reprted having standardized n Windws 7 fr a desktp perating system. There are limited deplyments f Mac OS installed at a few agencies. Mst agencies reprted having a few Windws XP machines still in prductin; hwever, mst are planned fr replacement within the next 6 mnths. 12

14 Technical Area Hardware & Device Standards Patch Management Remte Cntrl Cnsistency Rating Medium Medium Medium Adptin Rating High High High Mnitring Medium Lw System Imaging Lw Lw Cmments Nearly all agencies indicated that they purchase desktp and laptp hardware ff f the state f Nrth Dakta s participatin in the WSCA cntract. A majrity f agencies try t fllw pre-cnfigured desktp and laptp hardware standards n the WSCA cntract; hwever, there were specific exceptins nted fr nearly all large agencies. A majrity f agencies have internal IT staff with specific hardware prcurement respnsibilities. While a majrity f agencies utilize ITD s Windws Update Server Service (WSUS) fr critical and security patches; there are several additinal patch management slutins currently deplyed at varius agencies. In additin t the widely utilized ITD WSUS slutin, the fllwing patch management slutins are als in use: Direct Windws Updates t Micrsft LAN Guard T facilitate Desktp Supprt, many agencies utilize remte PC cntrl tls. Remte cntrl tls currently in use at agencies include the fllwing: Bmgar TightVNC Windws Remte Desktp Dameware Mst agencies are nt widely utilizing mnitring tls. Agencies that are utilizing mnitring tls are frequently utilizing ITD s SCCN and / r Altiris tls. System imaging slutins are nt widely deplyed thrughut the agencies. This is, in part, due t the diversity f systems being deplyed and supprted. Imaging slutins currently utilized at agencies include the fllwing: Micrsft System Center Cnfiguratin Manager (SCCM) ClneZilla 13

15 Technical Area Ticketing System(s) Cnsistency Rating Lw Adptin Rating Lw Cmments The majrity f agencies d nt use any ticketing systems fr management f Desktp Supprt requests. Fr agencies that utilize a ticketing system, there are several disparate systems in use, including: ITSM WMS (This system is nt typically used fr supprt tickets, but several agencies indicated it was utilized fr supprt tickets.) Heat Applicatins Supprted Lw N/A Cmmn Applicatins Nearly all agencies utilize sme cmmn applicatins. Examples: Micrsft Office, Adbe Acrbat, etc. Agency Specific Applicatins In additin t the applicatins that mst agencies have in cmmn, hundreds f agency specific applicatins are supprted almst exclusively by agency IT staff. Devices Supprted Lw N/A Cmmn Devices All agencies have cmmn / standard devices that are supprted by their desktp supprt staff. These typically include: PCs, Laptps, Tablets, SmartPhnes and Printers Agency Specific Devices All large agencies have at least sme unique devices supprted by their current desktp supprt staff. Significant examples f agency specific devices being supprted include the fllwing: Department f Transprtatin GPS, public use cmputers, kisks, field data cllectin hardware Department f Human Services Cunty users, hspital systems, pht and vide editing sftware Highway Patrl Digital vide hardware, GPS, security systems, dispatch hardware Department f Crrectin and Rehabilitatin IP security cameras, security systems, vide surveillance systems Adjutant General 911 system hardware, state radi hardware, mbile cmmand centers State Library Micrfiche hardware, bk scanners, public use labs As the abve table indicates there is a great deal f diversity in the desktp supprt related envirnment acrss agencies. This high level f incnsistency is nt just with the hardware and sftware being supprted, but als extends t the tls, prcesses and resurces deplyed t prvide the current desktp supprt services. 14

16 Current Envirnment Desktp Supprt Cst Estimate In the current (largely agency distributed) Desktp Supprt envirnment specific csts fr prviding Desktp Supprt services is difficult t ascertain. Specific current envirnment characteristics that make determining agency-level csts fr desktp supprt difficult include the fllwing: Fr agencies with current full-time IT staff (generally agencies with 50+ FTEs t supprt), Desktp Supprt is frequently nt identified as a specific full-time psitin. Agency IT staff that are prviding desktp supprt are generally als perfrming ther duties fr the agencies. In several agencies desktp supprt staff are als perfrming ther nn-it related duties. At smaller agencies (generally agencies with fewer than 50 FTEs), Desktp Supprt in generally prvided via ne f tw mdels: External Vendrs With this mdel, desktp supprt is generally prvided via an external vendr as part f a brader set f IT services that includes mre than just desktp supprt. Internal very part-time Staff With this mdel smene n the agency staff that des nt have primarily an IT rle is prviding desktp supprt n a very limited and highly variable basis. In many agency envirnments, desktp supprt duties are split between multiple resurces r rganizatins. While these current envirnment characteristics make it difficult t estimate the csts assciated with the current desktp supprt envirnment, there is enugh data available t prvide a slid wrking estimate fr desktp supprt csts acrss all agencies. Based n data gathered during ur agency interviews, ur estimate f current desktp supprt csts is based n the fllwing key data pints and assumptins: Average Agency Desktp Supprt FTE Cst Average Salary: $49,000 (Surce: Agency interviews) Average Benefit Cst: 35.5% f Salary (Surce: Bureau f Labr Statistics State & Lcal Gvernment Emplyees) Average Ttal Cst per Desktp Supprt FTE: $49, % (Benefits) = $66,395 Rati f Agency Desktp Supprt Staff t FTEs Supprted Small Agencies (0-49 FTEs): 171:1 Medium Agencies (50 99 FTEs): 40:1 Large Agencies (100+ FTEs): 151:1 15

17 The fllwing table illustrates the current staff desktp supprt calculatin acrss all agencies: Small Agency (0-49 FTEs) Medium Agency (50-99 FTEs) Large Agency (100+ FTEs) Agency Shared ITD Desktp Supprt Staff Ttals Ttal Desktp Supprt Staff Cst per FTE (Including benefits) Ttal Agency Desktp Supprt FTE Cst $66,395 $66,395 $66,395 $66,395 $66,395 $215,784 $647,351 $2,888,183 $265,580 $4,016,898 In additin t the direct desktp supprt staff csts identified abve, there are several additinal added csts with the current largely agency-based supprt mdel. Specific areas where the current supprt structure is driving up supprt csts include the fllwing: Ticketing Systems Remte Desktp Cntrl Tls Imaging Slutins Prcurement License Management Lifecycle Management Hardware Cnsistency Sftware Cnsistency 16

18 Best Practices Analysis Benchmark and Best Practice Data There are fur main benchmarks and best practice criteria that were used fr cmparisn and in develpment f ur recmmendatins: Rati f supprt technicians t end users Technician salary and cst per desktp Level f desktp manageability Service level metrics Supprt Staff t End User Rati While it is a fact that larger rganizatins will generally have higher supprt staff t end-user ratis (e.g., mre users supprted per Desktp Supprt FTE), it is als imprtant t cnsider the highly diverse nature f supprt requirements acrss the State f Nrth Dakta gvernment agencies when cmparing t industry standard metrics. While as a whle, State f Nrth Dakta agency users cllectively are the size f a larger rganizatin (2,000 10,000 users in ur benchmark cmparisn), it is als imprtant t cnsider that the cmplexities assciated with Desktp Supprt within each agency result in cmparisns t smaller rganizatin (under 2,000 users in ur benchmark cmparisn) being mre apprpriate. Based n these facts and characteristics f the infrmatin technlgy envirnments at state agencies, ur cnclusin is that the prper cmparisn fr Desktp Supprt staffing and cst rati is t cnsider apprpriate benchmark metrics as being smewhere between the small and medium rganizatins included in the graphic belw: Number f End Users per Supprt Technician (Agency) Small Sized Organizatins (Less than 2,000 Users) Median Rati 150:1 Medium Sized Organizatin (2,000-10,000 Users) Median Rati 375:1 Nrth Dakta Agency Average Rati 128:1 (Surce: HDI Staffing Desktp Supprt March 2013) As indicated in the abve graphic, the current Desktp Supprt envirnment within the State f Nrth Dakta des utilize higher staffing levels than shuld be required in a typical similar rganizatin. 17

19 Supprt Csts The csts f technician salaries and per desktp supprt are based n 2,500 users which is slightly higher than the user base per agency at the State f Nrth Dakta. These benchmarks indicate that Nrth Dakta can achieve lwer csts per desktp by prviding supprt t a larger user base. Medium Organizatin Desktp Supprt Cst 2013 Nrth Dakta Agency Average $61,692 Per Supprt Technician $66,395 Per Supprt Technician $226 Per Desktp $519 Per Desktp (Surce: Gartner Desktp Ttal Cst f Ownership: 2013 Update) Level f Desktp Manageability In their Desktp Ttal Cst f Ownership: 2013 Update reprt, Gartner utilizes the cncept f assigning a level f manageability t desktps and estimating csts fr wnership based n this categrizatin. In the reprt, Gartner identifies the fllwing categries fr level f manageability: Unmanaged - Users can install applicatins and change settings; limited t n management tls are being used fr desktp peratins and supprt Smewhat Managed - Limited management tls are in place; hwever, prcesses and plicies are nt fully established. Mderately Managed - Tls and prcesses are widely established; hwever, user can still install sftware and change limited settings. Lcked and Well Managed - Tls and prcesses are widely established; and users cannt install sftware r change imprtant settings. (Surce: Gartner Desktp Ttal Cst f Ownership: 2013 Update) 18

20 Gartner s reprt estimates the End-User Cst assciated with managing and supprting desktps fr each level f manageability. The fllwing diagram summarizes the differences in nly the Tier 1 (e.g., First Call) & Tier 2 (e.g., Escalated) end-user supprt csts identified in this reprt: Tier 1 & Tier 2 User Supprt Csts By Level f Manageability $165 Lcked & Well Managed $226 Mderately Managed $256 Smewhat Managed $305 Unmanaged (Surce: Gartner Desktp Ttal Cst f Ownership: 2013 Update) Based n ur review f the Desktp Supprt envirnment within the State f Nrth Dakta, Eide Bailly has bserved a wide range f manageability within the agencies. Hwever, in mst cases the level f manageability wuld be categrized as Smewhat Managed r Mderately Managed. This data suggests that by imprving the management practices fr desktps frm Smewhat Managed t Lcked and Well Managed, end-user supprt csts can be reduced t apprximately 35% frm $256 per year t $165 per year. This data highlights the imprtant rle desktp management tls and cnfiguratins can play in reducing verall desktp management csts. Based n ur analysis f the State f Nrth Dakta s Desktp Supprt requirements and f industry benchmark data, we recmmend a targeted staffing level f apprximately 250 users supprted by ne ITD FTE prviding Desktp Supprt services (250:1). Achieving this rati f user t Desktp Supprt staff wuld result in the State f Nrth Dakta Desktp Supprt csts (fr staff) being rughly cnsistent with industry benchmarks. 19

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