Should You Outsource Hardware Support?

Jonathan HarberCIO, Dignity Health Arizona

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• Let’s be interactive

• What questions should we ask

• Things to think about

• It’s all about ROI, IRR, NPV…whatever

• Questions

Agenda

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• Can I quantify my current costs?

• Can I quantify the impact to operations?– How many of you have only one vendor for:

• Servers?

• Networking equipment?

• Storage?

– How many of those with only one vendor have only one model?

• Can I quantify the impact to staff?

• Can I quantify my current level of expertise…against what the offering vendor claims?

• How do I really know if the vendor can do what they say they can?

What Questions should we ask?

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• Vendor presence in the market– Strength

– Numbers

– Skill sets

– Compatibility with current and future environments

– Proximity

• How willing are they to meet you on your terms (i.e. can you get a contract that protects both of you)?

• What is your own staff requirement for access, interaction, supervision, etc.

• SLAs and remuneration

Things to Think About

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• IT MUST BE A POSITIVE RETURN…otherwise

• WHY WOULD YOU DO IT?

• In IT few things are absolute…Some reasons:– Stabilization

– Corporate culture

– Impact to staff – optimization of knowledge workers

– Others?

IT’S ALL ABOUT ROI, IRR, NPV…whatever

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Questions?

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