Managing Outsourcing Contracts for System Administration by vow15418

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									     Managing Outsourcing Contracts
       for System Administration


                   Frédéric Hemmer
                        CERN



Berlin, April 97       Frédéric Hemmer   1/11
                                                                               Capacity explosion
                                                                                                                                            Physics Data Processing capacity




                                                                                                              Disk Storage - GigaBytes
                                                                                                                                             Benefits
CPU Capacity - CERN Units




                                                                                                       9000                              
                             14000
                                                                                                       8000
                             12000
                                                                                                       7000                                      Cheaper and more affordable computing
                             10000                                                                     6000                                       cycles
                              8000                                                                     5000
                                                                                                       4000                                      Large data stores
                              6000
                                                                                                       3000
                              4000                                                                     2000
                                                                                                                                                 Services dedicated to experiments
                              2000                                                                     1000                                 Large increase of computer nodes (20 in
                                                                                                                                             1990, 300 now)
                                                                                                    (est.)
                                                                                             1996
                                                                                                    1997
                                     1988
                                            1989
                                                   1990
                                                          1991
                                                                 1992
                                                                        1993
                                                                               1994
                                                                                      1995




                                                                                                                                            Over 1000 disks
                                                                 Year                                                                        need for more manpower to perform
                                                                                                                                             the system administration


                            Berlin, April 97                                                                                 Frédéric Hemmer                                      2/11
                                                        Manpower evolution
                                                                                            Physics Data Processing manpower
                                 Total           Systems Administration
                     30
                                                                                                  system administration
                                                                                                  user support
                     25
man-years per year




                                                                                                  general administration
                     20                                                                           planning
                     15                                                                           etc.

                     10
                                                                                            Total decreased by 25 %
                                                                                            Sys. Admin. decreased by 40 %
                     5
                                                                               (est.)
                          1990

                                   1991

                                          1992

                                                 1993


                                                          1994



                                                                        1996
                                                                 1995




                                                                               1997




                     Berlin, April 97              Year                             Frédéric Hemmer                          3/11
                                   Outsourcing
   Very wide definition
                  Total outsourcing of a service
                  Total transfer of ownership (equipment, infrastructure
                   and staff)
                  Long term mega-deals
                  Temporary labour contracts
                  Selective sourcing (scope, size and duration)
                       different activities lead to different management attention
                       create constant competition
                       more flexibility to adapt to changes

                      We try to follow this approach
Berlin, April 97                           Frédéric Hemmer                            4/11
        “Best Practices in Information Technology
                         Sourcing”

                   M.C. Lacity, L.P. Wilcocks

  Executive Research Briefing, Oxford Institute of
   Information Management, Templeton College,
               University of Oxford
                      1996


Berlin, April 97            Frédéric Hemmer         5/11
                    Our approach
   Short term contracts
   System administration only
   CERN retains planning, HW
    purchase/maintenance, user support, choice of
    technology and architecture
   SLA’s defining quality measures
   At least two contracts (offset in time)
       allows for regular retendering (competition)
Berlin, April 97          Frédéric Hemmer              6/11
                         Our experience (1)
    Initially tried to use temporary labour
                  Difficulty in finding experience candidates
                  CERN policy evolved to service contracts
    Difficulty to express specifications of sys. admin.
                  Outsourced the task of writing the specifications
                  Long iterative process
                  Vendor and customer have different goals !
                  Contract covering 28 HP and 27 DEC starting Jan. 96

Berlin, April 97                      Frédéric Hemmer                    7/11
                           Our experience (2)
    Documents
                  Service Definition Document (Scope, communication and escalation
                   procedures)
                  Service Level Agreement (responsibilities, tasks and performance metrics)
                  Specific Sys. Admin. documents for each system
    System Administration tasks
                  installation, configuration changes, reactive and proactive problem
                   management, development of service quality and performance
                   measurements
    Aggressive timescale
                  2 months for sys. admin. guides, take over one month later


Berlin, April 97                          Frédéric Hemmer                            8/11
                             Our experience (3)
   May review
                  Objectives met
                  No degradation in service
                  Documentation very good
                  Improvements needed
                      Communication needs to be more formal

                      Mastersoft’s OSM

                           • Inventory, SLA, communication, reporting, quality measurement
                        System managers showed reluctance to give away “their”
                         systems (lack of confidence, faster to fix it now). Not solved yet.
   Decided to expand
                  24/hours day
                  later expand to all DEC, HP, SUN and SGI equipment
Berlin, April 97                            Frédéric Hemmer                              9/11
                     Potential Problem areas
   Call Management System
             Installed in Autumn, not used before March
                     • No PC for our OPS manager
                     • Lack of momentum in contract follow-up (increased
                        responsibilities of the team leader, staffing problems)
             no quality or performance measures
   Coverage and end of 96 shutdown
              Contract excluded this period
              Period of intense activity as the computers are down

              return of control to CERN staff
   Contractor’s staff stability
                  unable to test whether procedures and documentation are enough

Berlin, April 97                        Frédéric Hemmer                           10/11
                                  Conclusions
    Globally positive
                  Procedures well documented
                  Very few problems/mistakes
                  Not too many delays
                  Clear cost attributable to system administration
                  Scaling up no longer limited by CERN staffing level
    Improvement needed
                  More involvement from CERN needed in contract follow-up
                  The performance metrics need to be gathered and analysed
    We hope to assess performance by the summer and be ready
                for tendering at the end of the year.

Berlin, April 97                         Frédéric Hemmer                      11/11

								
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