VMware IT Benchmark Data Set

VMware IT Benchmark Data Set covers 18 core IT infrastructure and service domains (Towers) to drive visibility into the true cost, performance and quality of your IT. Covering more than 3,500 metrics, 20 industries and four geographies, VMware IT Benchmark Data Set enables the deep, detailed comparisons that deliver actionable insights to validate strategic direction and improvement opportunities.

The Data Set includes 16 Towers providing insight and comparisons for overall cost efficiency, as well as two subjective effectiveness Towers to understand the quality level of the services provided. Each Tower contains 300-800 unique peers to ensure the the most reliable and unbiased peer selection by the Automated Analysis Engine.

The Towers

Distributed Computing Tower

How much does it cost to support end users from their desktops to email and printers? This service area is focused on the costs to directly support end users in a desktop environment. This includes all support and equipment related to desktop hardware and software, local area networks, shared resources, email, infrastructure servers and IS assets, as well as the IS support staff for all facets of this area. The primary metric generated is Cost Per User.

Midrange Computing Towers

How much is it costing the enterprise to operate its servers? This service area is focused on the organization’s application servers (i.e. server farms or data centers). This includes all served applications, enterprise application systems, database management systems, SANs/NAS, Internet servers and test servers. The primary metric generated is Cost Per Server. There are seven discreet Towers within Midrange Computing to choose from: Unix, Linux, MAC OS, WIN NT/Legacy OS, Win 2K-­2K3, OS 400, Win 2008+.

IT Help Desk Tower

What does it cost to answer user questions and diagnose technical problems? This service area is focused on the internal IT help desk or call center. This can be a single point of contact or a virtual help desk consisting of a number of locations, all taking user calls pertaining to IT assets, applications, networks or other services. This area includes all equipment, agents and subject matter experts involved in handling end user calls. The primary metric generated is Cost Per Handled Contact.

Mainframe Computing Tower

How much does it cost to operate the mainframe data? This service area is focused on "traditional" mainframe operations. This includes all system equipment, tapes, storage, printers and support staff. The primary metric generated is Cost Per Server.

Applications Development Tower

How much does it cost to build custom applications in-house? This service area is focused on the efforts of an enterprise to develop new applications, interfaces and database or web applications. All development tools, developers and administrative resources are included. The primary metric generated is Cost Per Function Point Developed.

Applications Support Tower

How much does it cost for the ongoing support of custom applications in the production environment? This service area is focused on the resources required to run, maintain and fix custom applications. All developer tools, developers and administrative resources are included. The primary metric generated is Cost Per Function Point Supported.

Telecommunications - PBX Tower

What does it cost to maintain a PBX and all the extensions, phones and messaging services that go with an internal phone system? This service area focuses on an organization's internal phone system. This includes the PBX(s), desk phones, extensions, voicemail and the resources to support the equipment and service. The primary metric generated is Cost Per Extension.

Telecommunications - Wireline Services Tower

What does it cost for local carrier phone service and long distance calling? This service area is focused on local and long distance charges, the minutes used and the internal support dedicated to providing this service to the enterprise. The primary metric generated is Cost Per Minute.

Telecommunications - Wireless Services Tower

How much is all this wireless service costing the enterprise and who has this stuff? This service area is focused on the equipment including mobile phones, tablets and pagers, options, rates and plans, as well as the staffing resources in support of these devices and services. This area is low on standardization and most companies have few controls in place. Currently there is little analysis available for this relatively new area of technology consumption. VMware’s service is the first to include wireless services benchmarking. The primary metric generated is Cost Per Device.

Wide Area Data Networking Tower

What does it cost to connect an enterprise’s dispersed locations into a cohesive network? This service area is focused the leased lines, fiber/cable, network equipment, traffic and staffing resources dedicated to managing and maintaining a wide area network (regional, campus, global, etc.). The primary metric generated is Cost Per Connected Device.

End-User Survey – Qualitiative Tower

The End-User Survey provides insights into the quality of services provided by an IS/IT organization. This survey clearly defines the end-user satisfaction level with these services. The End-User Survey is under the control of the client to identify the end users who will provide input into the survey for reporting back to the IS/IT organizational sponsor. The web-based survey is easy for end users to understand and complete and respondents remains anonymous.

Business Unit Survey – Qualitative Tower

The Business Unit Survey provides an understanding of an IS/IT organization's strategic alignment with the business units supported. The survey also provides key insights into the business unit's level of satisfaction with the services provided by IS/IT. This survey provides reports for the CIO and the identified management of each business unit. As with the End User Survey, the business units included in the Business Unit Survey are under the control of the client running the benchmark.