Service Desk Upgrade project

Transcription

1 Service Desk Upgrade project Tool options paper Project Prepared by Division Service Desk Upgrade Project Eddi Louw Information Services Date completed 13 March 2009 Document name Version 2.0 Release INS473 Service Desk upgrade Options paper v2.0.doc Draft Version Issue Date Nature of Amendment Author March 2009 Initial release for review Eddi Louw Updated TCO to include: Eddi Louw March 2009 Network costs of $4k per annum (Not the $10k quoted in the meeting) CA revised implementation costs. Hourly rate increased from $183 to $280 for Architect and PM and $250 for Senior Consultant 1 OF 23

2 1. Purpose The purpose of this document is to highlight the proposed options and scope of the Service Desk upgrade project. The Service Desk tool update options are under review as at March Irrespective of the tool chosen, the scope for the implementation will remain the same. This document seeks to provide more information regarding three Service Desk tools currently on the market. It is believed that these tools may contain the functionality required to support the services provided by the division of Information Services (INS). The tools assessed are: 1. Upgraded version of current enterprise tool- owned by CA (Formerly Computer Associates) called Service Desk Manager r Open Source tool- owned by Easy Access and called.biz 3. Service as a Software tool- owned by Keystone and called Service Now. Demonstrations or WebEx were provided on each tool, with findings and recommendations made based on this information. Further demos on the detailed tool functionality with dummy data and Griffith configurations would be required to make a formal recommendation. A demonstration of CA Service Desk Manager is scheduled for week commencing 16 March. Implementation figures for the CA implementation have been based on estimates provided verbally. These figures may change, however it is expected that the change will not be significant. 2. Options 2.1..Biz by Easy Access IT Service Management Software- Open source product. It supports IE only. This option was discounted as it does not support all web browsers used by Griffith University. This tool only supports, Internet Explorer (IE) and not Firefox, Opera or Safari. 2 OF 23

3 2.2. Service Now by Key Stone Provides software as a Service. It supports Firefox and IE, but will run with Safari and Chrome CA Service Desk by CA CA Service Desk Product is currently used by Griffith and supports Opera, Firefox, Safari and IE web browsers. In conjunction with their implementation partner ITSMp, CA Service desk provides 3 options of implementing their product: Physical implementation Virtual implementation Software as a Service Each of these options provide the same level of functionality however, ITSMp has made some configuration changes to this product and have rebranded it Service Desk Now, to include online training videos and documentation. The table below summarises the functionality for the CA Service Desk Product and the Service Now product. 3 OF 23

4 3. Options Summary Functionality Service Now CA Service Desk Service Request x Incident Management x x Problem Management x x Change Management x x Release At extra cost Contract management At extra cost Service Catalogue x Self Service x x Knowledge Management x x SLA/OLA Management x CMDB x x Configuration x x Reporting capabilities x x Workflow x x Survey Management x x /SMS Notifications x x Reporting/Dashboards x x Integration x x LDAP Integration x x Online help x At an extra cost Online training At an extra cost Support automation x Application discovery and analytics At an extra cost x Change management scheduling x x Role-based UI ITIL predefined roles and configurable roles Provides users with 21 predefined roles aligned to ITIL v3. 4 OF 23

5 4. Service Now and CA implementation options- Physical, Virtual, Saas Areas for consideration Physical implementation- CA Service Desk Virtual implementation- CA Service Desk Now Saas- CA Service Desk/ Keystone- Service Now Implementation Implementation carried out with CA. Typical upgrade migration path of development, test, cutover, production. Implementation carried out with the assistance of ITSMp, CA's implementation partner. Only migration of data from existing version 6.5 straight to ITSMp's pre-configured version. Implementation carried out with the assistance of ITSMp, CA's implementation partner. Migration of data to externally hosted data centre Development and Configuration Configuration and development of existing Service Desk Manager R12 functionality to Griffith specific configurations. Configuration and development of existing Service Desk Manager R12 functionality to Griffith specific configurations. Configuration and development of existing Service Desk Manager R12 functionality to Griffith specific configurations. Implementation Duration Longest implementation Short implementation Shortest implementation Implementation Team Project Manager, Incident Manager, Problem Manager, Change Manager, Service Desk Specialist/Business Analyst, DBA, OCM, Administrator, Tester, Trainer, Developer, Business Support Full time Project Manager, partial Incident Manager, Problem Manager, Change Manager, Service Desk Specialist/Business Analyst, DBA, OCM, Administrator, Tester, Trainer, Developer, Business Support Partial Support of Project Manager, Service Desk Specialist, Network and Security Administrator, Trainer Post Go live Support Hardware/Infrastruct ure support 1 FTE- System Administrator 0.5 day/week for 48 weeks-database Administrator 0.5 day/week for 48 weeks- Server Administrator 20% System Administrator 0.5 day/week for 48 weeks-database Administrator 0.5 day/week for 48 weeks- Server Administrator 20% System Administrator Network support when Incidents arise Infrastructure Dev, Test and Production Server. Database Server. (Can using existing Production environment, but would require Dev and test environment) Provided with a new virtual appliance that would replace the existing virtual appliance. All other infrastructure remains the same, with use of existing production environment) No need for dev or test environment. Link to external provider server through internet. No need for any of the existing hardware Upgrades Included in cost of application. Estimated that an additional cost will be charged for a later version upgrade within 3 years Included in cost of application. Included in cost of application. 5 OF 23

6 5. Production landscape of implementation options CA Service Desk provides 3 implementation/service offerings: Physical Implementation (Through CA or implementation partner ITSMp) Virtual implementation (Through ITSMp) Software as a Service (Through ITSMp) The virtual implementation and Saas for CA Service Desk and ITSMp Service Now, may not allow for all Griffith Specific configurations, in that these implementations may not accommodate all the required Library elements of the required functionality. More detail will be assessed in the product demo in week commencing 23 March. Service Now provides 1 implementation/service offering: Software as a Service (Through Keystone) The diagrams below illustrate the production landscape for each implementation option. 6 OF 23

7 Griffith Unicenter Service Desk Architecture Physical implementation META DIRECTORY (MDPRD) Oralce DBServer & Auto Sys CRONOS Auto Sys Talend Service Desk Data Load files Talend Talend CADS SQL Server Data files Talend Auto Sys Batch file data load Service Desk (SDPD) Oracle Db Server CRONOS Peoplesoft Oracle DB HE90PD MIDAS Server (online phone book) XENA Service Desk Application & web server 7 OF 23

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10 6. Option Costs The costs for each option are based on the following: 1. Licensing, Software Maintenance and Support Fees Number of named licenses Number of Discovery licenses (Number of managed servers) Number of supported employees (employees accessing employee-self help) Enter current annual software maintenance (Typically 18% - 35% of MSRP) 2. Consulting Costs Implementation Consulting Costs Internal consulting/implementation costs Ongoing maintenance costs (non-upgrade years) Internal consulting upgrade costs Upgrades 3. Management Costs: Internal Staffing System Administrator Application Server Administrator Database Server Administrator 4. Infrastructure Costs Application Server Database Server RDBMS Licenses Total Cost of Ownership (TCO) Hardware (refresh every three years) The tables below outline the TCO, including implementation costs for the following: Service Now- Saas Implementation CA Service Desk Manager- Physical implementation by CA CA Service Desk Manager/ Service Desk Now- Virtual implementation by ITSMp CA Service Desk Manager/ Service Desk Now- Saas implementation by ITSMp 10 OF 23

11 S e rv ic e -n o w.c o m - S a a s Im p le m e n ta tio n Y e a r 1 Y e a r 2 Y e a r 3 Y e a r 4 Y e a r 5 Y e a r 6 T O T A L R u n n in g T o ta l 4 8 6, , , , , , ,7 7 6,4 8 3 L ic e n s in g, S o ftw a r e M a in te n a n c e, S u p p o r t F e e s 2 0 2, , , , , , ,2 1 2,0 0 0 L ic e n sin g L ic e n se s L ic e n se c o st S e r v ic e -n o w.c o m s u b s c r ip t io n (in c lu d e s a ll b elo w ap p licatio n s ) , , , , , , ,2 1 2,0 0 0 A n n u a l M a in te n a n c e & S u p p o rt F e e s A n n u a l M a in te n a n c e a n d S u p p o rt A n n u a l M a in t e n a n c e % o f M S R P In c lu d e d C o n s u ltin g C o s ts T y p ic a l p e rc e n t o f a n n u a l su b scrip tio n c o sts 2 6 8, , , ,4 8 3 Im p le m e n ta tio n C o n s u ltin g C o s ts 4 8, ,0 0 0 In te rn a l c o n s u ltin g / im p le m e n ta tio n c o s ts 1 8 3, ,0 8 3 B u s in e s s S u p p o rt- B u s in e s s A n a ly s is, T e s tin g,t ra in in g 3 7, ,4 0 0 O n g o in g m a in te n a n c e c o s ts (n o n -u p g ra d e y e a rs) In c lu d e d In te rn a l c o n s u ltin g u p g ra d e c o s ts 1 0 0, , ,0 0 0 U p g ra d e s A u to -u p g ra d e s in c lu d e d R e c u r r e n t C o s ts : In te r n a l S ta ffin g N u m b e r o f IT S M p la tfo rm s N u m b e r o f m a n w e e k s 1 2, , , , , , ,0 0 0 F u lly b u rd e n e d re so u rc e s System A d m in istrato r 1 20% FTE 12,000 12,000 12,000 12,000 12,000 12,000 72,000 A p p lic a tio n S e rv e r A d m in is tra to r In c lu d e d In c lu d e d D a ta b a s e S e rv e r A d m in is tra to r In c lu d e d In c lu d e d In fr a s tr u c tu r e C o s ts 4, , , , , , ,0 0 0 F u lly b u rd e n e d re so u rc e s Q u a n tity C o sts A p p lic a tio n S e rv e r In c lu d e d In c lu d e d D a ta b a s e S e rv e r In c lu d e d In c lu d e d N etw o rk in tern et co sts ,000 R D B M S L ic e n s e s In c lu d e d In c lu d e d H ard w are (refresh every th ree years) In clu d ed In clu d ed PAGE 11 OF 23

12 CA Service Desk Manager- physical implementation Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 TOTAL Running Total 601, , , , , ,670 1,581,242 Licensing, Software Maintenance, Support Fees 146,068 60,770 60,770 60,770 60,770 60, ,918 Licensing Licenses License cost Service-now.com subscription (includes all below applications) Annual Maintenance & Support Fees Annual Maintenance and Support Annual Maintenance % of MSRP Annual licensing, maintenance and support 146,068 60,770 60,770 60,770 60,770 60, ,918 $85k for tool + $60k for licenses Consulting Costs Consultant Man Weeks Fully-burdened weekly cost 371, , , ,924 Implementation Consulting Costs 105, ,851 Internal consulting/implementation costs 211, ,698 Business Support- Business Analysis, Testing,Training 54, ,375 Ongoing maintenance costs (non-upgrade years) Internal consulting upgrade costs , , ,000 Upgrades 0 Included Recurrent Costs: Internal Staffing Number of ITSM platforms 74,400 74,400 74,400 74,400 74,400 74, ,400 Number of man Fully burdened resources weeks System Administrator 1 100% FTE 60,000 60,000 60,000 60,000 60,000 60, ,000 Application Server Administrator days * 48 weeks 7,200 7,200 7,200 7,200 7,200 7,200 43,200 Database Server Administrator days * 48 weeks 7,200 7,200 7,200 7,200 7,200 7,200 43,200 Infrastructure Costs 9,500 9,500 10,500 10,500 11,500 11,500 63,000 Fully burdened resources Quantity Cost Application Server Yearly SLA 4,500 4,500 4,500 5,000 5,000 5,500 5,500 30,000 Database Server Yearly SLA 5,000 5,000 5,000 5,500 5,500 6,000 6,000 33,000 Network internet costs N/A RDBMS Licenses 1 Included in SLA Hardware (refresh every three years) 1 Included in SLA PAGE 12 OF 23

13 CA Service Desk Manager- virtual implementation by ITSMp Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 TOTAL Running Total 397, , , , , ,850 1,187,554 Licensing, Software Maintenance, Support Fees 99,500 75,750 75,750 75,750 75,750 75, ,250 Licensing Licenses License cost Service-now.com subscription (includes all below applications) Annual Maintenance & Support Fees Annual Maintenance and Support Annual Maintenance % of MSRP Annual licensing, maintenance and support 99,500 75,750 75,750 75,750 75,750 75, ,250 Consulting Costs Consultant Man Weeks Fully-burdened weekly cost 266, , , ,704 Implementation Consulting Costs 46, ,239 Internal consulting/implementation costs 183, ,083 Business Support- Business Analysis, Testing,Training 37, ,382 Ongoing maintenance costs (non-upgrade years) Internal consulting upgrade costs , , ,000 Upgrades 0 Included Recurrent Costs: Internal Staffing 21,600 21,600 21,600 21,600 21,600 21, ,600 Number of ITSM platforms Fully burdened resources Number of man weeks System Administrator days * 48 weeks 7,200 7,200 7,200 7,200 7,200 7,200 43,200 Application Server Administrator days * 48 weeks 7,200 7,200 7,200 7,200 7,200 7,200 43,200 Database Server Administrator days * 48 weeks 7,200 7,200 7,200 7,200 7,200 7,200 43,200 Infrastructure Costs 9,500 9,500 10,500 10,500 11,500 11,500 63,000 Fully burdened resources Quantity Cost Application Server Yearly SLA 4,500 4,500 4,500 5,000 5,000 5,500 5,500 30,000 Database Server Yearly SLA 5,000 5,000 5,000 5,500 5,500 6,000 6,000 33,000 Network internet costs RDBMS Licenses 0 Included in SLA Hardware (refresh every three years) 0 Included in SLA PAGE 13 OF 23

14 Licensing, Software Maintenance, Support Fees Licensing Licenses License cost CA Service Desk Manager/Service Desk Now- Saas Implementation by ITSMp Running Total Licensing, Software Maintenance, Support Fees Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 TOTAL 377, , , , , ,100 1,133,303 95,100 95,100 95,100 95,100 95,100 95, ,600 Service-now.com subscription (includes all below applications) 0-95,100 95,100 95,100 95,100 95,100 95, ,600 Annual Maintenance & Support Fees Annual Maintenance and Support Annual Maintenance % of MSRP Included Consulting Costs Consulting Costs Typical percent of annual subscription costs 266, , , ,703 Implementation Consulting Costs 46,238 46,238 Internal consulting/implementation costs 183, ,083 Business Support- Business Analysis, Testing,Training 37,382 37,382 Ongoing maintenance costs (non-upgrade years) Included Internal consulting upgrade costs 100, , ,000 Upgrades Auto-upgrades included Recurrent Costs: Internal Staffing Management Costs: Internal Number of ITSM platforms Number of man weeks 12,000 12,000 12,000 12,000 12,000 12,000 72,000 Fully burdened resources System Administrator 1 20% FTE 12,000 12,000 12,000 12,000 12,000 12,000 72,000 Application Server Administrator Included Included Database Server Administrator Included Included Infrastructure Costs Infrastructure Costs 4,000 4,000 4,000 4,000 4,000 4,000 24,000 Fully burdened resources Quantity Costs Application Server Included Included Database Server Included Included Network internet costs ,000 RDBMS Licenses Included Included Hardware (refresh every three years) Included Included PAGE 14 OF 23

15 Summary TCO by product over 6 years Product TCO- 6 years Service-now.com- Saas Implementation $1,776,483 CA Service Desk Manager- physical implementation $1,581,242 CA Service Desk Manager- virtual implementation by ITSMp $1,187,554 CA Service Desk Manager/Service Desk Now- Saas Implementation by ITSMp $1,133,303 It should be noted that while the CA Virtual and Saas products have the least TCO, they also have restricted functionality. As these products are pre-configured, there is a limit to the amount of organisational specific development and configurations that can and will be accommodated. PAGE 15 OF 23

16 7. Project Resourcing Implementation Costs The TCO is outlined above. The cost of resourcing relating specifically to the implementation is outlined below. All Project Charge out rates, were determined using the Service 2 rates outlined in the following table. Division of Information Services - Time and Material Rates HEW10 HEW9 HEW8 HEW7 HEW6 HEW5 HEW4 Time & Material - Service Rate 1 Daily $61,035 $0 $2,340 $35 $165 $115 $40 Hourly $62,985 $0 $2,410 $30 $165 $115 $55 Long Term Daily Rate $65,615 $0 $2,515 $30 $175 $120 $40 Time & Material - Service Rate 2 Daily $73,820 $0 $2,830 $40 $200 $140 $50 Hourly $76,765 $0 $2,940 $40 $205 $140 $45 Long Term Daily Rate $79,725 $0 $3,055 $40 $210 $145 $50 Time & Material - Service Rate 3 Rate = Negotiated Contractor Rate PLUS 7.5% The initial implementation is expected to be like for like functionality of the current product. These high level estimates have been determined by estimating the functionality configurations and development of the tool to provide the functionality over and above the standard vanilla functionality of the tool. These estimates may change as the Project enters the Analysis and Design stage. The cost of a virtual or Saas install is estimated to be lower than that of a physical install as there is no requirement for the implementation path of dev to test to production and only the data is migrated, not the functionality. This results in less infrastructure support and development. PAGE 16 OF 23

17 8. Tool Pros and Cons Product name Pro's Cons Service-Now 1. Keystone provides good Customer Service 2. Very easy to work with and no need to go through many screens to view data. 3. Highly configurable tool. 4. Subscription based, pay only for the time required. 5. Probing tools to populate CMDB. 6. Knowledge base 7. 3 free upgrades a year. 8. Views are reports are configurable by analyst. 9. Good dashboard functionality 10. Different fields can be displayed or hidden on the views. 11. Fields can be customised. 12. Not been used before by Griffith and therefore does not have a negative image. 13. Cost of infrastructure support is significantly lowered as the production landscape is off-site. 1. Requires tendering process. 2. More Expensive than CA Service Desk 3. New tool requires new configurations and data migration. 4. Require training and preparation of training material for all. 5. Relying on an internet only interface may cause productivity issues, due to increase capacity of traffic over network, which may cause slower response times. 6. Additional costs for network traffic. 7. Slow running network may impact access and productivity. 8. Integration issues and contact details data feeds not addressed. PAGE 17 OF 23

18 Product name Pro's Cons CA Service Desk- 1. Technical Service provided by CA is good. 2. Users know this tool. Requirements for training would not be as great as training only on new functionality. 3. Could use this opportunity to provide process and technical training. 4. Integration issues have already been addressed. 5. Multi-tenancy Knowledge tools 1. CA Customer Service is poor. 2. Relatively expensive. 3. While the upgrade could be carried out with the implementation partner, ITSMp there is a conflict of interest between the CA Product and ITSMp product- Service Desk Now. 4. The product has a negative image of not being user friendly. 5. Have to view multiple screens to make field choices. 6. Even though the tool is an upgrade of the existing version, the way in which the Configuration item data such as locations and groups would need to be re-configured to allow for more accurate reporting and trending. This could be seen as an increase to scope of the like for like functionality. These scope changes would involve considerable change management from the way is used to be done. 7. The stated functionality of the tool may not be the actual functionality of the tool. 8. Relying on an internet only interface may cause productivity issues, due to increase capacity of traffic over network, which may cause slower response times. 9. Two versions of Service Desk: PAGE 18 OF 23

19 1. Service Desk Analyst r12 2. Service Desk Manager r12 Includes CMDB and Cohesion- Server Blueprint probe tool) Quantity Product Description Yr1 Cost Yr2 Cost Yr3 Cost E Product name Pro's Cons.biz 1. Includes all software 2. Cost effective. 3. Unlimited Licenses 4. : Very configurable 5. Through a minor customization they could allow Analysts access to produce their own reports..biz is integrated with Business Objects (formerly known as Crystal Reports).. 6. Ownership of source code, allowing for custom configurations using visual basic. 7. Installation for free. 8. Unlimited license for dev & test, production and failover systems. 9. They offer consulting services for.biz through a Design Change Request x 1. Only support IE- web browser. 2. Only Analysts and Administrators can produce own reports. 3. New tool requires new configurations and data migration. 4. New tool requires additional change management and training. PAGE 19 OF 23

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21 T ex GST ex GST 9. Recommendations While each option has its merits four factors should be prioritised: Functionality of tool Cost of tool Cost to implement (Including training and organisational change management) External Customer Service Support of Product Supplier Three tools were analysed, these being: 1..biz 2. Service Now 3. CA Service Desk.biz While this product has the required functionality, the tool is only compliant with Internet Explorer (IE). As Griffith uses Safari, Firefox and Opera in addition to IE, this tool would not be compatible for a large portion of the users within Griffith. For this reason,.biz is not considered as a suitable option. Service Now The implementation of new software has some benefits in that the current Service Desk software carries a bad user perception and the functionality is lacking. The functionality of the Service Now product is exceptionally good and very easy to use. However implementing new software would face two potential significant challenges: Integration with other software within Griffith and retraining of users on the business processes and tool functionality. The Service Now software is a software as a service product. This means that the physical hardware to support the application would be hosted off site by the external provider. Savings would be made as Griffith would not bear the cost of the hardware, storage space and maintenance. It should be noted, that should the Saas option be chosen, there will be increased Network charges. Currently data loads are being assessed to get an PAGE 21 OF 23

22 accurate figure for these network costs, however, it is estimated that it will be less than $ per annum. While the costing model deems the product expensive in relation to other products, the service and the fact that no supporting hardware is required to support this service makes it an attractive option. CA Service Desk CA Service Desk can be used in three ways: Physical install Virtual install Saas CA supports and provides implementation assistance for the Physical install of the CA Service Desk product ITSMp provides support and implementation assistance for the Virtual install of their pre-configured CA Service Desk product called Service Desk Now. ITSMp provides Software as a Service the pre-configured CA Service Desk product called Service Desk Now. The Service Desk Now product is a pre-configured product that has online training videos and documents. The integration issues and training issues have already been addressed with the current version of the product. Users know this product and in theory would require less training in this tool. If the Service Desk Now tool was implemented, then significant benefits would be gained from the online training functionality. However, further audience specific training material on both process and tool functionality would need to be provided. It should be noted, that should the Saas option be chosen, there will be increased Network charges. Currently data loads are being assessed to get an accurate figure for these network costs, however, it is estimated that it will be less than $ per annum. Should the Virtual install option be chosen, the implementation path is shorter, with the migration of data only from r6.5 to r12. As the tool is already configured in line with industry standards, the functionality and associated costs with this product, in conjunction with the online training tools, makes it a preferred option. However, the ability to configure the tool to be organisational specific and accommodate Griffith workflows must be verified. PAGE 22 OF 23

23 The additional functionality of the CA Service Desk Manager product will be demonstrated in week commencing 16 March, by CA. A demo of Service Desk Now by ITSMp will also be arranged for the week following. PAGE 23 OF 23