Desktop Services User Perspectives

82 Pages·1994·5.6 MB·English

;:1 111

JUNE
1994
Desktop Services
User Perspectives
INPUT
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M&S459/01 2/94
DESKTOP SERVICES—USER PERSPECTIVES INPUT
Abstract
The migration to client/server (C/S) architecture continues at an
accelerated pace. As more firms commit mission-critical
applications to distributed platforms operating on local-area
networks (LANs), the need to maintain and support distributed
infrastructure also grows. Traditionally, support ofthese types of
environments has been provided by in-house, user support
functions. As production applications move from the mainframe,
many in-house organizations find themselves without either the
capacity or technical capabilities to handle:
• The complexities ofdealing with the heterogeneous hardware
and software platforms
• The sheer volume ofinstallations necessary to support the roll
out ofa major corporate-wide system across multiple geographic
locations
• The distribution, installation and testing ofnew release levels of
applications and systems software
• The support required to maintain the high system-availability
levels required for production applications
—
The: Desktop Services User Perspectives report investigates the
facts behind this phenomena. The research included 190 interviews
with middle to large-sized U.S. firms to determine the set of
desktop services currently employed, the satisfaction with the
delivery ofthese services and future plans. In addition, the report:
• Identifies changes in the key desktop services trends from a user
perspective
• Provides insight into which types of services are perceived to
have the most value and why
• Analyzes vendor performance based on users evaluations ofhow
well key services are being delivered
This report contains 68 pages, 35 exhibits and is part ofINPUT'S
1994 Information Systems Outsourcing Program.
OSDS ©1994byINPUT. ReproductionProhibited.
Published by
INPUT
1881 Landings Drive
Mountain View, CA 94043-0848
United States of America
Outsourcing Information Systems
Program—U.S.
Desktop Services—User Perspectives
Copyright © 1994 by INPUT. All rights reserved.
Printed in the United States ofAmerica. No partofthe
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the information provided.
OSDS•426• 1994
1
DESKTOPSERVICES—USERPERSPECTIVES INPUT
Table Contents
of
Introduction I-l
A. Purpose and Scope 1-2
B. Methodology/Demographics 1-3
1. Methodology 1-3
2. Demographics 1-3
C. Report Organization 1-4
D. Related Reports 1-5
Executive Overview II-I
A. Introduction II-
B. Principal Findings II-2
1. Buyers versus Nonbuyers II-2
2. Buyers II-3
a. Reasons for Outsourcing the Desktop II-3
b. Financial Characteristics II-4
3. Users' Evaluations of Services II-4
4. Vendor Evaluation and Selection II-6
5. Selection Criteria II-7
6. Modes ofDistribution II-8
7. User Satisfaction II-9
C. Conclusions and Recommendations II-9
Buyer Motivation and Preferences III-l
A. Buyers versus Nonbuyers III-2
1. Nonbuyers III-2
2. Comparing Buyers to Nonbuyers III-3
OSDS ©1994byINPUT.ReproductionProhibtted.
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DESKTOPSERVICES—USERPERSPECTIVES INPUT
B. Buyer Preferences III-
1. Reasons for Outsourcing Desktop Services III-6
2. Users' Assessments of the Value of Desktop Service
Functions III-10
a. Installation and Maintenance III-11
b. Supply and Logistics Services III-12
c. Other Services III-13
3. Current and Future Usage Trends III-15
C. Buyer Satisfaction III-19
Vendor Selection and Delivery Preferences IV-
A. The Selection Process IV-2
1 Method ofSolicitation IV-2
.
2. Decision Makers IV-3
B. Vendor Evaluation IV-4
1. Selection Criteria IV-4
Vendors IV-6
2.
C. Product/Service Market IV-8
1. Overview IV-8
2. Analysis by Service Function IV-10
D. Contract Sizes IV-15
Comparison to 1992 Findings V-1
A. Areas of Agreement V-1
B. Changes in Direction V-2
1. Anticipated Growth for Specific Services V-2
2. Method ofVendor Support V-3
3. Vendor Selection Process V-3
4. Vendor Solicitation Processes V-4
Appendix A. User Interview Guide A-1
B. Definition ofTerms B-1
©1994byINPUT.RepfoductionProhibited. OSDS
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DESKTOPSERVICES—USERPERSPECTIVES INPUT
Exhibits
1
Distribution ofRespondents by Industry 1-4
-1 Breakdown ofRespondents by Bujdng Category II-2
-2 Distribution of Expenditures for Firms That
Outsource All IS—Functions II-4
•S Desktop Services ^User Value Assessments
and Future Growth II-
4
Decision Makers for Desktop Services II-
-5 Mode ofDelivery ofDesktop Services Used by Survey
Respondents II-8
-6 User Levels of Satisfaction with Desktop Outsourcing II-9
1 Distribution ofReasons for Not Using Desktop Services III-2
2 Sample Distribution by Sales Volume for
Companies Using Desktop Services III-4
3 Sample Distribution by Sales Volume for
Companies Not Using Desktop Services III-4
4 Comparison of Users and Nonusers of Desktop
Services Based on Company Size III-5
5 User Ratings for Reasons for Outsourcing
Desktop Services III-
6 Other Functions Outsourced by Desktop
Services Buyers III-9
7 Types of Outsourcing Used by Buyers of
Desktop Services III-9
OSDS ©1994byINPUT.ReproductionProhbited. iii
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DESKTOPSERVICES—USERPERSPECTIVES INPUT
-8 Distribution ofExpenditures for Firms That
Outsource All IS Functions T11T1T- 1 n
-9 User Ratings for the Value ofDesktop Service
Functions III-11
-10 Value Ratings for Professional Services and
Support Activities User versus Nonusers TTT-1 4
-11 User Ratings for the Value ofDesktop Services
Functions Adjusted for Usage Levels III-15
12 Use ofDesktop Functions by Survey Respondents III-16
13 Projected Growth for Desktop Services Functions III- 17
14 Segmentation ofthe Desktop Services Market by
Class of Service III-19
15 User Levels of Satisfaction with Desktop Outsourcing III-20
-1 Methods ofSolicitation for Desktop Services IV-
-2 Decision Makers for Desktop Services IV-
-3 User Ratings ofVendor Selection Criteria IV-4
-4 Proportion of Respondents Using Different Classes
ofDesktop Service Vendors IV-
-5 Mode ofDelivery ofDesktop Services Used by Survey
Respondents IV-8
-6 Comparison ofAverage User quality Ratings by
Mode ofDeliveiy IV-9
—
-7 Desktop Services Functions Common Modes
ofDelivery IV-11
-8 Desktop Service Functions Grouped by Primary
Mode ofDelivery IV-13
-9 User Ratings ofthe Quality ofService by Desktop
Service Function rV-14
10 Desktop Services Contract Life rV-15
11 Distribution of Annual Expenditures for
Desktop Services IV-16
-1 Business Operations Outsourcing B-2
2
Information Systems (IS) Outsourcing
Service Categories B-3
IV ©1994byINPUT.ReproductionProhibited. OSDS