InstructionsTCO StudySurvey InstructionsThanks for your participation in this Total Cost of Ownership (TCO) Study.The idea for this study came from ITSM CAB members in two separate geographic regions. It is sponsored by the SPM Product Management team within HP Software.All responses will be anonymous and all results will be published in the aggregate (no data will be attributed to a single company).The term of all recurring costs should be one year in length (including the one year fractional cost of a multi-year term license).For your convenience and confidentiality, this spreadsheet contains the survey in two different formats. Participants should respond using only one of the two formats provided. The first format (the second worksheet, or tab in this workbook, entitled "Use Percentages") is for companies who wish to enter their operational data in the form of a percentage of their annual IT budget.The second format (the third worksheet, or tab in this workbook, entitled "Use FTEs") is for companies who wish to enter their operational data in the form of full-time equivalents (in days) and average daily rate (in dollars).

Use PercentagesTCO Study SurveyCost Structure Information Using PercentagesNOTE: All percentages (even for One-time Costs) are based on the annual IT budget (in $M, and requested in the "Company Profile" section). Percentages entered as Recurring Annual Costs cannot exceed 100%.PhaseActivityDescriptionOne-Time CostRecurring Annual CostPercentage of Annual IT Budget (%)Percentage of Annual IT Budget (%)

AcquisitionPurchase Decision (IT Staff Time and Hired Consultant Fees)Determine Solution Requirements, Document RFI or RFP, Create Selection Criteria, Identify Tool Supplier Short List, Engage Procurement, Answer Supplier Questions on RFI, Evaluate Supplier Responses, Calculate Weighted Responses, Prepare Recommendation to Management, Document Senior Management Decision0%0%Procurement Staff TimeNegotiate Deal, Sign Contracts0%0%Software LicensesExpense for a Perpetual License (or one year of a multi-year term license)0%0%Infrastructure PurchaseServers/OS/DB0%0% ImplementationInfrastructure Set-upSystem Backup and Security Measures0%0%Project Set-up to ImplementStaffing Project Manager, Process Owners, Service Desk Owners, Service Desk Agents, Consultant Workshop Attendees0%0%Disaster Recovery Set-upInitial set-up of an off-site environment to recover systems, applications and data and continue operations in the event of an emergency at the primary data center.0%0%DevelopmentBusiness Process Definition0%0%Tool Customization Required by each module (incident, change, request)0%0%Develop tool-based procedures0%0%Integration to other tools0%0%Up-front data loading0%0% TrainingAll customer users of the new system spend half a day out of their day job to learn system0%0%Time spent "training the trainer" within each desk0%0%User Acceptance TestingUser staff involved in multiple cycles of testing lasting days to a week0%0%Release to ProductionInitial Data Loading Includes creation of Manual Process for Contingencies and a gap plan while open tickets are being transferred0%0%User Issues related to learning the systemEscalation Process for User Issues with New System0%0% ProductionAnnual Software MaintenanceOngoing technical support and materials for relevant software applications0%0%Infrastructure MaintenanceOngoing technical assistance and remedial support for the computing infrastructure upon which the relevant software depends0%0%General Administration TasksUser Accounts and Access, Data Loads, Contact Information Updates after re-org, Ongoing Database Administration, Reporting (ad-hoc)0%0%Operational SupportService Desk staff time (per month)0%0%Disaster Recovery ServicesOngoing fee to maintain an off-site environment to continue operations in the event of an emergency at the primary data center.0%0%Support Services5x8 or 24x7 coverage0%0%Handling of Supplier Product ProblemsProviding Info to supplier support, answering questions, trying changes, sending supporting data, testing fix0%0%Minor tailoring of processesAssignment groups may be redefined0%0% Production Patches0%0%

Software Upgrade or Migration ProjectCreate a project planDevelop a schedule showing activities, owners and dates0%0%Staff a projectIdentify and mobilize subject matter experts and other key personnel0%0%Create a business planIncludes Cost Benefit Analysis (CBA) - Complexity is based on number of versions from old to new0%0%Identify exceptionsDetermine where and how a project needs to be modified to accommodate an unusual situation0%0%

TOTALS:0%0%

Company ProfileIndustry ClassificationDenote with "X" in the FieldAerospace and DefenseAutomotiveBankingChemicalsCivilian GovernmentConsumer ProductsConstruction/EngineeringEducation (Higher)Education (K-12)EnergyFederal GovernmentFinancial ServicesHealthcareHigh Tech Software/HardwareHospitalityInsuranceManufacturingMedia/EntertainmentMining/Natural ResourcesOther/CombinationPharmaceuticalPublic SectorRetailService Provider/Prof. SvsState and Local GovernmentTelecommunicationsTransportationTravelUtilitiesWholesaleAnnual Business Revenue (in $M)$0Annual IT Budget (in $M)$0# of employees0# of IT end-users0

Service Manager Usage StatisticsList ITIL processes implementedTotal # of interactions (inbound and outbound) handled by Service Desk (per month)0# of technicians (or Full-time Equivalents) at each support levelLevel ___0Level ___0Level ___0Level ___0# of inbound Service Desk incidents (per month)0

Process Maturity ModelLevelMaturityFocus1InitialTechnology2RepeatableProduct/Service3DefinedCustomer Focus4ManagedBusiness Focus5OptimizedValue ChainBased on the above table, at what level would you characterize the maturity of your organization?Level _______ (1, 2, 3, 4, or 5?)

Use FTEsTCO Study SurveyCost Structure Information Using FTEsNOTE: If more than one type of resource is required for a particular activity, then enter an FTE for each role, in order starting with the highest paid resource, and associate with its corresponding Average Daily Rate. All absolute dollar costs should be converted into a combination of FTE and average daily rate.PhaseActivityDescriptionOne-Time CostRecurring Annual Cost# of Full-time Equivalent (FTE) DaysAverage Daily Rate ($)# of Full-time Equivalent (FTE) DaysAverage Daily Rate ($)

AcquisitionPurchase Decision (IT Staff Time and Hired Consultant Fees)Determine Solution Requirements, Document RFI or RFP, Create Selection Criteria, Identify Tool Supplier Short List, Engage Procurement, Answer Supplier Questions on RFI, Evaluate Supplier Responses, Calculate Weighted Responses, Prepare Recommendation to Management, Document Senior Management Decision X Days$0 X Days$0Procurement Staff TimeNegotiate Deal, Sign Contracts X Days$0 X Days$0Software LicensesExpense for a Perpetual License (or one year of a multiple year term license) X Days$0 X Days$0Infrastructure PurchaseServers/OS/DB X Days$0 X Days$0

ImplementationInfrastructure Set-upSystem Backup and Security Measures X Days$0 X Days$0Project Set-up to ImplementStaffing Project Manager, Process Owners, Service Desk Owners, Service Desk Agents, Consultant Workshop Attendees X Days$0 X Days$0Disaster Recovery Set-upInitial set-up of an off-site environment to recover systems, applications and data and continue operations in the event of an emergency at the primary data center. X Days$0 X Days$0DevelopmentBusiness Process Definition X Days$0 X Days$0Tool Customization Required by each module (incident, change, request) X Days$0 X Days$0Develop tool-based procedures X Days$0 X Days$0Integration to other tools X Days$0 X Days$0Up-front data loading X Days$0 X Days$0 TrainingAll customer users of the new system spend half a day out of their day job to learn system X Days$0 X Days$0Time spent "training the trainer" within each desk X Days$0 X Days$0User Acceptance TestingUser staff involved in multiple cycles of testing lasting days to a week X Days$0 X Days$0Release to ProductionInitial Data Loading Includes creation of Manual Process for Contingencies and a gap plan while open tickets are being transferred X Days$0 X Days$0User Issues related to learning the systemEscalation Process for User Issues with New System X Days$0 X Days$0

ProductionAnnual Software MaintenanceOngoing technical support and materials for relevant software applications X Days$0 X Days$0Infrastructure MaintenanceOngoing technical assistance and remedial support for the computing infrastructure upon which the relevant software depends X Days$0 X Days$0General Administration TasksUser Accounts and Access, Data Loads, Contact Information Updates after re-org, Ongoing Database Administration, Reporting (ad-hoc) X Days$0 X Days$0Operational SupportService Desk staff time (per month) X Days$0 X Days$0Disaster Recovery ServicesOngoing fee to maintain an off-site environment to continue operations in the event of an emergency at the primary data center. X Days$0 X Days$0Support Services5x8 or 24x7 coverage X Days$0 X Days$0Handling of Supplier Product ProblemsProviding Info to supplier support, answering questions, trying changes, sending supporting data, testing fix X Days$0 X Days$0Minor tailoring of processesAssignment groups may be redefined X Days$0 X Days$0

Production Patches X Days$0 X Days$0

Software Upgrade or Migration ProjectCreate a project planDevelop a schedule showing activities, owners and dates X Days$0 X Days$0Staff a projectIdentify and mobilize subject matter experts and other key personnel X Days$0 X Days$0Create a business planIncludes Cost Benefit Analysis (CBA) - Complexity is based on number of versions from old to new X Days$0 X Days$0Identify exceptionsDetermine where and how a project needs to be modified to accommodate an unusual situation X Days$0 X Days$0

TOTALS:0$00$0

Company ProfileIndustry ClassificationDenote with "X" in the FieldAerospace and DefenseAutomotiveBankingChemicalsCivilian GovernmentConsumer ProductsConstruction/EngineeringEducation (Higher)Education (K-12)EnergyFederal GovernmentFinancial ServicesHealthcareHigh Tech Software/HardwareHospitalityInsuranceManufacturingMedia/EntertainmentMining/Natural ResourcesOther/CombinationPharmaceuticalPublic SectorRetailService Provider/Prof. SvsState and Local GovernmentTelecommunicationsTransportationTravelUtilitiesWholesaleAnnual Revenue (in $M)$0Annual IT Budget (in $M)$0# of employees0# of IT end-users0

Service Manager Usage StatisticsList ITIL processes implementedTotal # of interactions (inbound and outbound) handled by Service Desk (per month)0# of technicians (or Full-time Equivalents) at each support levelLevel ___0Level ___0Level ___0Level ___0# of inbound Service Desk incidents (per month)0

Process Maturity ModelLevelMaturityFocus1InitialTechnology2RepeatableProduct/Service3DefinedCustomer Focus4ManagedBusiness Focus5OptimizedValue ChainBased on the above table, at what level would you characterize the maturity of your organization?Level _______ (1, 2, 3, 4, or 5)