End-User Computing Levers Can Help You Manage Costs

Now that you’ve signed the contract, is your organization experiencing higher than anticipated end-user computing (EUC) and device growth? How is your service provider reacting to your demand? Have you been surprised by a different charging model to manage the growth? Are the business case benefits beginning to erode? If you answer yes to any of these questions, the following Top 5 ideas will help you get your EUC under control.

1. Work with your service provider to leverage your EUC support ratios. It may be possible to negotiate a higher ratio of support for full-time employees to end-users. With its knowledge of the environment, your service provider may be able to tell you which ordering and fulfilment processes you could more strongly enforce to manage costs. Involving the service provider in the process can benefit both organizations.

2. Validate the process for calculating device “counts.” Ensure that the source of this information is trusted and is regularly refreshed for people leaving the organization. Differentiate between active devices (ones that are being utilized) versus those that are in storage or depot. Unplug or deactivate the devices that are not being utilized. Ensure out-of-service assets are appropriately tagged and not included in inventory as billable units. Dispose of these. Develop a policy to ensure that client staff return their device when they receive a new one; otherwise it’s a “plus one” in device counts. Also, investigate the possibility of moving local, attached printers to the consolidated model.

3. Consider charging by call for out-of-scope seat support. Define and agree with business stakeholders to implement business metrics and internal chargeback principles which accurately portray general ordering and procurement trends among end-users. Securing stakeholder agreement up front will help manage surprises upon receipt of the internal invoice for such services and enlist their support to enforce preferred policies.

4. Audit the invoice to ensure accuracy. Look at all the variable price elements. Strong financial governance is key to managing costs on a monthly basis. Ensure that the quantities of EUC services as well as the prices are both (price times quantity) accurate.

5. Make sure all devices are under original equipment manufacturer (OEM) warranty. Link the duration of your OEM warranty to your technology refresh policy. If you plan to retain devices beyond their OEM warranty, negotiate the potential unit cost impact with your EUC service provider beforehand. Also consider the warranty options for high-touch or low-touch service support provisioning. The OEM provider may offer pricing options for various types of warranties. One size doesn’t fit all, and you should only pay for what you need.

By Melany Williams, Partner, ISG

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