End User

IT Resource Sub Tower	Definitions	Examples	Unit Cost Unit of Measure (standard)
Workspace	Client compute physical desktops, portable laptops, thin client machines, peripherals and associated software used by individuals to perform work.	Desktop, Laptop, Thin Clients, Deskside Printers	Personal Computers
End User Software	Common Office Applications, applications typically installed on personal computers such as office suites, word processors, spreadsheets, and other “shrink wrapped” software). Collaboration Applications that provides users with document management / file sharing applications and instant or unified messaging) sub-processes.	MS Office Share point Skype Web Ex	Personal Computers
Conferencing & A/V	Conferencing/Telepresence infrastructure to deliver conferencing facilities (both video and audio) including the provision of dedicated suites, bridges, cameras, screens, etc).	Video Conference Room	Users
IT Help Desk	Centralized groups who provide a first point of support to users. Primary role and highest priority is to respond to requests from users Central Service Desks vary in size. They may be as small as two or three agents sharing an extension on a hunt group, or they may be large enough to be managed as a contact center. Examples are Help Desks and IT Call Centers. Centralized service/help desk for first level support - Defined as the resources whose primary role and highest priority is to respond to users’ requests. Does not include desk side support. Does not include second level support (often called Tier 3, Tier 4 Support) -Defined as resources who have other responsibilities as well as responding to user requests.	IT Help Desk	Contacts per Month
Deskside Support	Desktop process of moving, adding, or changing desktop hardware) and Desktop Hardware Maintenance - work of finding, repairing or replacing desktop equipment such as personal computers, thin clients, tablets, PDAs and distributed printers.	PC Support Services	Personal Computers
Email	Email software that provides users with email accounts, as well as other messaging, public folders, and email distribution lists).	MS Outlook	Mailbox

IT Resource Sub Tower	Internal/External Labor	Hardware	Software	Outside Services	Facilities & Power	Telecom
Workspace	Systems analysts/engineers providing technical operations & support, Planning & Process Mgmt, Admin (including mgmt.)	Desktop, Laptop, Workstations, Local Printers	O/S	Managed services for end user desktops	N/A	N/A
End User Software	Systems analysts/engineers providing technical operations & support, Planning & Process Mgmt, Admin (including mgmt.)	N/A	Personal productivity, Office automation Personal database	End user software services	N/A	N/A
Conferencing & A/V	IT personnel providing conferencing support services	Video conferencing equipment - dedicated suites, bridges, cameras, screen.	Video conferencing software	Managed services for conferencing	N/A	N/A
IT Help Desk	IT personnel providing IT Help Desk services	N/A	N/A	Managed support services	N/A	N/A
Deskside Support	IT personnel for moving adding changing personal computers, docking stations etc.	Replacement parts	N/A	Managed support services	N/A	N/A
Email	Systems analysts/engineers providing technical operations & support, Planning & Process Mgmt, Admin (including mgmt.)	Servers used for email	Email software	Email software services	N/A	N/A

IT Resource Sub Tower	Unit of Measure (standard)	Guidelines
Workspace End User Software Deskside Support	Personal Computers	Personal Computer is defined as desktop, portable computers/laptops, dumb terminals/thin clients, X-terminals, Windows based terminals A computer used by one person at a time, which can run many different applications. A typical personal computer is a single user device, providing at least one screen and one input device. They may also be known as workstations, desktop systems, or client systems in a client/server configuration. Examples: • Intel-compatible PCs running Microsoft Windows • Unix workstations • Laptops or portable computers Include computers which are primarily used by one person, but provide some server functions (for example, peer-to-peer file or printer sharing). Do not include computers which are acting primarily as a server, even if they are built from similar hardware to desktop personal computers. Do not include dumb terminals, thin clients, desktop printers, PDAs, smart phones, tablets, or devices dedicated to a particular business application such as ATMs or Point-of-sale devices. Do include dumb terminals and thin clients that are used for personal computing (such as VDI).
Conferencing & A/V	Users	The number of users who consume IT services (including full time employees, contractors, consultants, vendors) and is used to compute the communication cost per user. Most customers collect this count by gathering a count of user IDs for network logon, but other estimates are acceptable too.
IT Help Desk	Contacts/Month	Unit of Measure is contacts per month for prior the 12 months. A contact is a communication between a customer and the Service Desk. Contacts can be phone calls, emails, a personal visit, completion of a request form, or any other request from a customer. Tickets opened automatically count if FTE effort is required to deal with them, i.e., they are not automatically closed.
Email	Mailbox	The number of Email boxes. Typically includes email boxes provisioned for users who consume IT services as well email boxes for non-users like Service Accounts. If this count is hard to get then start with number of Users.