Annual Cost Direct (Budgeted) Costs Enter Data Into Corresponding Worksheets (Tabs) Hardware and Software Costs H/W Initial Aqusition Fees H/W Upgrade & Maintenance Fees S/W Acquisition Fees S/W Upgrade & Maintenance Fees Help Desk Staff Costs Cost of Level 1 Analysts Cost of Level 2 Analysts Cost of Team Leads Cost of Supervisors Cost of Help Desk Manager FTE Cost of Help Desk Sr. Management Supporting Resource Costs FTE Cost of Other Resources Supporting the Help Desk $ Facilities & Telecom Costs $ Total Annual Cost of Ownership $ Cost Per Incident $ Annual Cost Per End User Supported $ $ $ $ $ $ $ 637,000.00 202,800.00 101,400.00 61,000.00 72,000.00 54,000.00 $ $ $ $ 9,850.00 5,200.00 14,700.00 6,950.00
108,350.00 18,700.00 1,291,950.00 8.97 129.20
# of Incidents Per Year 144,000 # End Users Supported 10,000
HARDWARE AND SOFTWARE COSTS (ANNUAL) Annual Costs H/W Initial Aqusition Fees Servers PC's Printers Headsets Phone Sets Other Peripherals Telephony/ ACD $ $ $ $ $ $ $ 3,200.00 1,200.00 500.00 750.00 4,200.00 9,850.00
Sub- Total $ H/W Upgrade & Maintenance Fees Servers PC's Printers Headsets Phone Sets Other Peripherals Telephony/ ACD
$ $ $ $ $ $ $
5,200.00 5,200.00
Sub-Total $ S/W Acquisition Fees Incident Management System Remote Control Tools Knowledge Base PC Software Telephony Software
$ $ $ $ $
12,000.00 2,700.00 14,700.00
Sub-Total $ S/W Upgrade & Maintenance Fees Incident Management System Remote Control Tools Knowledge Base PC Software Telephony Software
$ $ $ $ $
1,200.00 500.00 2,250.00 3,000.00 6,950.00 36,700.00
Sub-Total $ Total Annual Cost $
HELP DESK STAFFING COSTS Annual Cost Cost of Level 1 Analysts Number of FTE's Burdended Cost Per FTE $ Sub-Total $ Cost of Level 2 Analysts Number of FTE's Burdended Cost Per FTE $ Sub-Total $ Cost of Team Leads Number of FTE's Burdended Cost Per FTE $ Sub-Total $ Cost of Supervisors Number of FTE's Burdended Cost Per FTE $ Sub-Total $ Cost of Help Desk Manager Number of FTE's Burdended Cost Per FTE $ Sub-Total $ FTE Cost of Help Desk Sr. Management Number of FTE's Burdended Cost Per FTE $ Sub-Total $ Total Annual Staff Cost $ 14 45,500.00 637,000.00
4 50,700.00 202,800.00
2 50,700.00 101,400.00
1 61,000.00 61,000.00
1 72,000.00 72,000.00
0.75 72,000.00 54,000.00 1,128,200.00
SUPPORTING RESOURCE COSTS Annual Cost FTE Cost of Other Resources Supporting the Help Desk Desktop FTE's Training Staff FTE's Report Writer FTE's Incident Mgt System Admin FTE's Number of FTE's Burdended Cost Per FTE $ Sub-Total $ Total Annual Staff Cost $
0.22 0.5 0.5 0.75 1.97 55,000.00 108,350.00 108,350.00
Facilities and Telecom Costs Floor Space Lease Costs Electricity Costs Furniture Costs Local Telecom Costs Long Distance Telecom Costs Leased Line Costs VPN Costs
$ $ $ $ $ $ $
2,600.00 3,600.00 12,500.00 18,700.00
Total Facilities & Telecom Costs $