Information Technology Benchmark (ITB)

Data-Collection Instruction Guide

Centralized Systems and Servers

Version 2.6

KPMG LLP
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Boston, MA 02110

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(617) 988-1860 FAX

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 General Definitions

Centralized Systems and Servers Consensus Cost Model

Printers Console

Server
Data
Environment
Data
Tape Drive
Data
Application Server
Communication Server

Database Server
Compute Server
Personnel

Technical Support Operations

This collection document accounts for a CSS environment with multiple platforms. If only one is
present, fill out information for only that architecture, labeled Midrange Platform 1. A column for
midrange platforms 2 and 3 also is there. This would include any other sites you might want to
analyze.

KPMG LLP defines the centralized system and server midrange platform sites based upon technology.
For example, AS/400, VAX, Sun Solaris, Windows NT, RS/600 are all considered midrange platforms.
Each midrange platform for this analysis is one technology or operating system platform, for example,
UNIX. Grouped within the UNIX could be SCO UNIX and Sun Solaris.

CSS Workbook

The workbook is comprised of two spreadsheets: Configuration and Centralized Systems and Servers.
In the first, Configuration, we will collect information pertaining to your hardware configuration. In the
second, Centralized Systems and Servers, we will collect information pertaining to the workload, cost and
personnel in your organization.

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 Configuration

In this section, we will collect information on the structure of your CSS environment.

Configuration Definition – General

For server or midrange systems, list the following information: (1) vendor, (2) model number, (3) number of
processors, (4) memory in megabytes, (5) date installed at your installation, (6) operating system
including version number and (7) which CSS platform this represents.

For example, Platform 1 is a Hewlett Packard T500 with eight processors and 2,000 megabytes of usable
disk space which was installed in January of 1997 and is running the HP UX operating system
version 9.04e. You would report the following:

Server or Model Number of Memory Installation Operating Midrange

Midrange System Number Processors (Megabytes) Date System and Platform #
Vendor Version (1, 2 or 3)
Hewlett Packard T500 8 2,000 Jan 23, 1997 HP UX 9.04e 1

Complete the configuration table for all servers and / or midrange systems that are included in this
overview analysis.

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 Centralized Systems and Servers

In this section, we will collect information on the workload, costs and personnel in your CSS environment.
This will be used to select the comparison group and will be balanced against your costs to determine
your overall efficiency metrics. Identify the currency for the costs you are entering on the Currency line at
the top of the spreadsheet.

1. Workload Definition – Number of Systems (Row 1; Columns B, D and F)

Report the total number of systems in the CSS environment for midrange Platform 1 in Row 1, Column B;
for midrange Platform 2 in Row 1, Column D and for midrange Platform 3 in Row 1, Column F. A
system is defined as an individual computing device. For example, an individual IBM RS/6000 SP2
node is considered one system. Also, each device within a cluster is considered a system.

2. Workload Definition – Total Disk Space (Row 2; Columns B, D and F)

Report the total usable disk space in gigabytes for the CSS environment for midrange Platform 1 in Row
2, Column B; for midrange Platform 2 in Row 2, Column D and for midrange Platform 3 in Row 2,
Column F. Usable is defined as addressable storage space. In the case of mirrored storage, usable
storage is one-half the installed amount. RAID5 usable storage is 80% of the installed amount.

3. Workload Definition – Rate of Change (Rows 3a – 3c; Columns B, D and F)

Report the percentage reflecting the annual rate of change for the CSS environment for midrange
Platform 1 in rows 3a – 3c, Column B; for midrange Platform 2 in rows 3a – 3c, Column D and for
midrange Platform 3 in rows 3a – 3c, Column F. Three types of change are analyzed to determine
an overall rate of change within an organization. The time frame should cover the same period and
should be for a year. If only quarterly or monthly information is available, use this and extrapolate to
an annual time period.

Rate of Change – Applications
This is based upon of the number of new applications,
enhancements to existing applications and retirement of
existing applications during the analysis time frame. Report the
rate of change as a percentage in which 100% indicates that
all the applications changed during the analysis time period to
0% which indicates that none changed.

Rate of Change – Hardware
This is based upon the number of new, replaced, retired and
upgraded devices (CPU, DASD, tape). Report the rate of
change as a percentage in which 100% indicates that all the
hardware changed during the analysis time period to 0% which
indicates that none changed.

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Rate of Change – System This is based upon the number of new, replaced, retired, or
Software upgraded software products (operating systems or utilities).
Report the rate of change as a percentage where 100%
indicates that all the system software changed during the
analysis time period to 0% which indicates that none changed.

4. Workload Definition – Application Categories (Rows 4a – 4c; Columns B, D and F)

Report the percentage reflecting the type of applications running in the CSS environment for midrange
platform 1 in rows 4a – 4c, Column B, for midrange platform 2 in rows 4a – 4c, Column D and for
midrange platform 3 in rows 4a – 4c, Column F. Three categories of applications are analyzed to
determine an overall CSS environment profile. Report the percentage for each category totaling to
100%

Enterprise Level An application which is used by staff at all levels of the

enterprise. Examples include E-Mail, expense reporting, etc.

Business Unit Level An application that is used widely within an individual

business unit. Examples include order tracking, inventory,
etc.

Workgroup and Personal Level An application which is used primarily within a workgroup or at
a personal (individual) level. Examples include contact
manager, sales force automation, etc.

5. Cost Definition – General

KPMG LLP uses fully burdened costs when defining costs for the consensus cost models. Include the
lease, maintenance and depreciation costs of all hardware, software or shared hardware and
software used by the staff for the analysis time period. In all cost categories, include all applicable
taxes (federal, state and local). Include value-added taxes (VAT); only exclude VAT when it is
recovered or refunded to the organization. All costs are reported in thousands.

The depreciation schedule used and the tax rates borne by your organization are reported in the ITOA
Project Definition and Information Questionnaire.

6. Cost Definition – Hardware (Row 5; Columns B, D and F)

Report the actual monetary expense related to hardware for midrange Platform 1 in Row 5, Column B, for
midrange Platform 2 in Row 5, Column D and for midrange Platform 3 in Row 5, Column F. Include
processors, disk devices, print devices, tape devices, silos and other peripherals normally associated
with the centralized systems as well as other miscellaneous devices needed to support the
processing equipment. This does not include circuit or similar costs needed to connect to the
network but will include the costs to connect multiple CSS processors / devices to each other.

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7. Cost Definition – Software (Row 6; Columns B, D and F)

Report the actual monetary expense related to software for midrange Platform 1 in Row 6, Column B, for
midrange Platform 2 in Row 6, Column D and for midrange Platform 3 in Row 6, Column F. Include
all operating system, utility, database and programming needed for the general operation of the
system. Do not include costs associated with packages either developed internally or purchased
externally for a specific user group. Include only the costs for the general operation of the systems.

8. Cost Definition – Occupancy (Row 7; Columns B, D and F)

Report the actual monetary expense related to occupancy for midrange Platform 1 in Row 7, Column B,
for midrange Platform 2 in Row 7, Column D and for midrange Platform 3 in Row 7, Column F.
Occupancy costs should include fully burdened costs for the facility. Some examples would include
raised floor space, office space, electricity, maintenance, property taxes, security, office supplies, etc.

9. Cost Definition – Disaster Recovery (Row 8; Columns B, D and F)

Report the actual monetary expense related to disaster recovery / contingency for midrange Platform 1 in
Row 8, Column B, for midrange Platform 2 in Row 8, Column D and for midrange Platform 3 in Row
8, Column F. Include hot-site backup, off-site tape storage and other related expenses.

10. Personnel Definition – General

KPMG LLP uses the Full Time Equivalent (FTE) concept in defining staff resources. Do not count the
physical staff but count the logical staff by looking at the functions that the physical staff perform and
for which they are responsible. FTEs should be measured in calendar time, that is, if an individual
works full time on an assignment for a full year, that is one FTE. You would not subtract vacation
time, sick days, administration time, etc. If your labor-tracking system shows, for example, 220 days
actually worked, that represents one FTE in your organization. The conversion factor you use to go
from hours or days to FTEs depends upon the amount of overhead time, how you record overtime,
and the way you enter data into your tracking system. Do not count any one physical person as
more than one logical person (due to overtime, etc.). However, you may count less than one logical
person for a physical person when not all of that individual’s time falls within the scope of this
analysis.

Report all staffing levels within the organization from managers and project leaders to daily operations
personnel. Report summarized data for all categories to show the average staff level, adjusting for
timing. This is best done by totaling the person-months for staff employed during the year and then
dividing by 12.

Report the actual monetary expense related to in-house staff, contractors and consultants utilized during
the analysis time period for all of the staff functions reported.

For in-house staff, in addition to salary include bonuses and paid holidays and vacation. Also include
benefits such as costs for medical / dental coverage, life and accident insurance, retirement plans,
stock plans, disability, social security, unemployment compensation, dependent care, tuition
reimbursement and employee assistance programs (physical exams, exercise programs and similar

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 Centralized Systems and Servers, continued
costs). In all cost categories, include all applicable taxes (federal, state and local). Include value-
added taxes (VAT); only exclude VAT when it is recovered or refunded to the organization.

Also include “other” employee costs such as travel and training.

Do not include the costs related to human resource department staff allocations, early retirement
incentive bonuses, internal "cross-charges" for corporate overhead such as for the chairman's salary
or the human resources department.

For contractors and consultants, include all compensation that was paid directly to the individual or
agency.

11. Personnel Definition – Operations (Row 9; Columns A, C and E for FTE Count and B, D and F
for FTE Cost)

Report the total FTEs in Row 9; columns A, C and E and the annual monetary expense for operations
personnel that maintain the computing environment and the production applications running in that
environment in Row 9, columns B, D and F. Include the system operations / support, tape, output
and production control operational areas. Also include the management personnel for these
functions.

System operations / support personnel have responsibility for the overall efficient operation of installed
computer systems. This includes system starts / stops, monitoring system jobs, responding to
system requests, diagnosis and correction of system failures, and automation of the production
environment.

Tape personnel have responsibility for storing and providing tapes that are needed by the users of the
processing environment.

Output personnel have responsibility to maintain the operating environments of centrally managed
printers and microfiche equipment. This includes replacement of all consumables related to the
operation of the output devices, removal of output from output devices, separating the output media
and directing the output to clients via picking slots or internal mail. It does not include mailing,
packaging or delivery of the output.

Production Control personnel have responsibility to maintain the integrity of the production environment
by participating in the following tasks: 1) turnover of applications from test into production after the
system has been developed and tested, 2) ensuring that systems to be placed in the production
environment meet certain standards, 3) providing job procedural documentation such as scheduling
requirements and rerun procedures, 4) establishing and adjusting the batch job schedule, 5) providing
ongoing job monitoring and / or 6) reviewing the service level of production jobs to improve quality
and / or efficiency.

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12. Personnel Definition – Technical Services Row 10; Columns A, C and E for FTE Count and B,
D and F for FTE Cost)

Report the total FTEs in Row 10, columns A, C and E and the annual monetary expense for technical
services personnel that provide, maintain and tune the processing platform in Row 10, columns B, D
and F. Include the system management, database administration, performance, capacity planning,
storage management, system security and contingency operational areas. Also include the
management personnel for these functions.

System Management personnel have responsibility to maintain the operating system and transaction
processing environments. This includes evaluation, installation, maintenance fixes and upgrades as
well as removal of system software, security packages, system utilities and database transaction
packages. These personnel establish technical standards, diagnose and resolve system problems,
and tune system performance. They do not develop applications or support them once developed.
Do not include support of network software.

Database Administration personnel have responsibility to maintain the physical databases. This includes
reorganization and layout of the databases across storage devices. Exclude the portion of their time
spent working on the logical views of the database this is also included in the applications
development and support and the database models.

Performance personnel have responsibility to develop standards and measures for the technical
performance of operating systems and major subsystems as follows: 1) identify overall system
performance trends and problems that may be used as input to other technical areas, 2) target
specific applications for performance improvements and work with developers and system
programmers on implementation, 3) recommend workload balancing procedures, 4) help establish
client service level objectives, 5) measure and report on performance relative to system service level
objectives and / or 6) report on performance relative to service level agreements.

Capacity Planning personnel have responsibility to establish the performance and capacity thresholds for
computer system changes. Capacity planning personnel monitor system utilization and forecast
capacity needs. They also evaluate and recommend new hardware and plan upgrade schedules.

Storage Management personnel have responsibility to establish, report on and optimize the utilization of
the storage environment. Responsibilities include the following: 1) determine and use the tools
necessary to perform the function, 2) physical and logical configurations of disk devices, 3) physical
placement of data sets and / or 4) establish standards for data set retention, reorganization, and
migration.

System Security personnel have responsibility to develop standards and procedures for ensuring overall
system integrity. Responsibilities include the following: 1) system access controlled, for example, by
userid and password, 2) standards for file access software security software and / or 3) auditing
system security and correcting violations.

Contingency / Disaster Recovery personnel have responsibility to develop, implement, maintain, and test
disaster recovery (also known as contingency plans and procedures). This includes managing the
data off site for retention purposes.

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13. Personnel Definition – Outsourcer Row 11; Columns B, D and F for Cost)

Report the annual monetary for outsourced functions for the centralized systems and servers
environment in Row 11, columns B, D and F. This is supplemental staff not managed on a day-to-
day basis by the organization in which control of individual functions has been given to a third party.

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