Closed Loop Lifecycle Planning A Complete Guide to Managing Your PC Fleet

It typically costs four times as much to support a PC as it does to purchase it--often, even more. The solution: Closed Loop Lifecycle Planning®, Bruce Michelson’s comprehensive, proven, best-practice methodology for managing client hardware. Drawing on decades of experience working with Hewlett-Packard’s largest and most complex clients, Michelson shows how to monitor and manage lifecycle tasks systematically and coherently—improving efficiency and driving out cost at every phase of your hardware lifecycle, no matter what that hardware is. Michelson shows IT managers how to segment users to provide the right equipment and support at the lowest cost and offers in-depth guidance on controlling the cost of change. His pragmatic approach fully reflects IT’s business context and addresses crucial related issues, ranging from service delivery to security and risk management.

Coverage includes:

• The core concepts of closed loop lifecycle planning and transitioning to lifecycle management for the first time
• Effectively managing all three client lifecycle management “suites”: commodity, value, and economic
• Addressing the business and political challenges associated with PC lifecycle management
• Optimizing upfront tasks: hardware/software acquisition, interoperability, prototyping, staging, integration, image management, and installation
• Managing deployed PCs: moves, adds, changes; warranty/maintenance; asset management; help desks; networking; and program management
• Refreshing technology and securely disposing of hardware at end-of-life
• Minimizing user downtime and ensuring business continuity
• Reducing existing costs, avoiding new costs, and learning the broader lessons of closed loop lifecycle planning

Bruce Michelson is the National Lifecycle Manager for Hewlett-Packard’s Personal Systems Group (PSG). In this role, Bruce is responsible for engaging with Hewlett-Packard’s largest and most complex accounts in developing continuous process improvement plans and cost-savings strategies. As a subject matter expert in lifecycle and the total cost of ownership, Bruce’s credentials include industry recognition for his independent research. Bruce has been appointed and recognized as a Distinguished Technologist by Hewlett-Packard. Distinguished Technologist is a title reserved for an elite few individuals who have met a rigorous standard within three performance criteria: impact and continuity of technical contributions, leadership, and breadth and depth of knowledge.

Bruce is the author of more than 200 industry/customer white papers. He holds multiple copyrights for the research and publications he has developed. Bruce has participated as an adviser on two management textbooks. From a subject matter expertise perspective, Bruce holds multiple certifications. Prior to assuming the role of National Lifecycle Manager, Bruce held regional positions in the high technology field, gaining expertise in the utility business model, lifecycle services, and cost management. A frequent keynote speaker representing Hewlett-Packard, Bruce has presented various lifecycle topics to a diverse group ranging from colleges and universities to senior executives. Bruce has more than 30 years of experience in high technology, cost management, and total cost of ownership across multiple industry segments.

Bruce earned a Bachelor’s degree in business accounting in 1974 from Indiana University.

Introduction 1

Part I               Lifecycle Management

1 Closed Loop Lifecycle Planning Methodology 7

2 Overview of Closed Loop Lifecycle Planning 21

3 Acquiring Hardware 37

4 Acquiring Software 51

5 Staging and Integration 71

6 Installation 85

7 Moves, Adds, and Changes (MACs) 95

8 Warranty and Maintenance 105

9 Asset Management 119

10 The Help Desk 139

11 Program Management 159

12 Disposing of Client Devices at the End of Life 171

13 Technology Refresh 187

14 Service-Delivery Strategies 207

15 Security and Risk 233

16 Global Lifecycle 249

17 Disaster Recovery and Business Continuity  261

18 End-User Downtime 267

19 Lifecycle Management: Business Observations 275

Index 529

ONLINE CHAPTERS

Part II             Additional Detailed Lifecycle Management Content

20 Interoperability and Prototyping 287

21 Image Management 295

22 Networking 307

23 Management Tools 315

24 The Quantification of Benefits and Value of Closed Loop Lifecycle Planning 323

25 Closed Loop Lifecycle Planning for Servers 359

26 Industry Profiles: Lifecycle Considerations 367

Bonus Section            User Segmentation: A Complement to Closed Loop Lifecycle Planning

27 Overview of User Segmentation 381

28 Technologies in User Segmentation 399

29 Expanding the Technologies Under a User Segmentation Strategy 427

30 End-User Segments 453

31 User Segmentation and the Closed Loop Lifecycle Planning Model 505