Class of Problem | Areas Where Windows NT Workstation Prevents and Solves Problems |
---|---|
How to problems... | Intuitive and easy to use interface.Improved File system, long names, short cuts to applications, disks or any tool in the system or network.Remote Control, within SMS, allows support staff to "show and tell" both at a system level and an application level, without a site visit,Extensive On-line Help.Help wizards that guide the user easily through tasks. |
Printer problems... | Hardware detection senses the hardware and installs the right software to get a running system.New drivers automatically loaded from Windows NT SeverFeedback from network printers to let the user know progress.Networked print management to ease network printing32 bit print spooling and true multitasking improves performance. |
Systems hangs or crashes... | Applications cannot corrupt operating systemApplications cannot corrupt one another,No diminishing resources Memory protection and memory management prevent system crashes and provide for smoother operations.No insufficient memory errors,Preemptive multi-tasking, allows more applications to be running at the same time, hence more throughput.Full 32 bit robust software architecture takes advantage of the new Intel chip architectures for more dependable operations.No GPFsEvent Viewer gives user &/or remote helpdesk insight into nature of problemsAuto reboot, Auto recovery,Revert to last known good configuration,Multiple boot capability. |
User inadvertently corrupts system settings... | With Windows NT security system, settings can be protected:User cannot change system configuration files,User cannot change network configuration settings,User cannot change printer and peripheral setup,User cannot delete program groups or icons,Users cannot delete critical files |
Networking... | Supports multiple network protocols for easy connection to existing network systems.User cannot change network configuration settings,System Management Services enables comprehensive administration of complex networks, remote software installs, version upgrades and remote control to "show users".Embedded clients provide robust 32 bit network software clients, for faster throughput and more dependable communications.Supports multiple simultaneous communications protocols enabling multiple types of network connections concurrently.32 bit networking improves performance |
The table above shows the improvements in Windows NT Workstation in the context of solving problems. However there is another dimension of advantages which users are beginning to realize which can be categorized as enabling new capabilities and benefits.
New Capabilities and Benefits users report following use of Windows NT Workstation
The research TBR conducted with Windows NT Workstation user organizations, included both face to face and telephone interviews. The objective of the face to face interviews was to establish not only how the relatively seasoned adopters had used Windows NT Workstation , but what it had enabled them to achieve. The highlights of our findings can be summarized in the following examples:
Use of Multitasking, Multiple Protocol Stacks, and Memory Management in a Resilient Real-time Production Environment
This example uses the following attributes of Windows NT Workstation; effective multitasking combining UNIX and Microsoft compatible applications, capability to concurrently run multiple network protocol stacks, security, and stability to enable a method of working that was not previously possible.
Windows NT Workstation customers have used the "built in network capability" to run three distinct network stacks, TCP/IP, NetBEUI and IPX which work together. They need to run multiple network stacks to access resources required to assimilate the real time operational market data and use modeling and data. Thus Windows NT Workstation users have combined several X Windows sessions ( UNIX based trading applications), Office applications ( such as Excel), and Novell LAN services which all run concurrently on a Windows NT Workstation PC. Several users to whom we spoke report running up to ten (10) concurrent sessions of XVision, each window of which was running trading applications showing different portfolios; plus using Excel to take data from the trading applications for use in a model. This was not possible before as only one X Window session was stable under Windows 3.1 and that precluded using IPX for access to non-UNIX applications. Thus the use of Windows NT Workstation has enabled a PC to replace two desktop devices, a RISC workstation or an X Terminal and a PC. Another benefit quoted was, that now the users can take information out of several X Windows, in an "as needed" mode into an Excel model, without diverting resources from the development team. This dynamic use of data in an unstructured way, without the need for MIS development, provides the user organization with competitive advantage.
Using NT Workstation to combine UNIX & Microsoft / Intel Development and Run-time Apps.
Several organizations have started to use Windows NT Workstation PCs for development staff as they can use one desktop to develop UNIX applications, under X Windows, and Microsoft compatible applications. Customers cite as a major benefit that they can now run their shrink wrapped applications on the same desktop as their in-house developed UNIX applications under Windows NT Workstation.
Windows NT Workstation Memory Management enables better Application Performance
Windows NT Workstation users report that the better memory management allows them not only to run more concurrent applications , but also allows individual applications to performs better, such as the creation of bigger data models in Excel than in Windows 3x.
Windows NT Workstation helps provide Roving Flexibility
The ability of Windows NT Workstation to allow roving staff secure access to virtually any PC within a relevant domain is helping several organizations to become more flexible and productive.
Windows NT Workstation as Desktop OS for Critical User Applications
All the users surveyed stressed, that in their experience, Windows NT Workstation had either never crashed, or they have had only one or two crashes in thousands of desktop days. This enables desktop users to achieve better productivity with less frustration and the organization to deploy critical business applications on the same platform as the "universal desktop", the Microsoft PC.
Projected Results Running Windows NT Workstation
Based on our knowledge and working experience with Windows NT
Workstation, the in-depth analysis of helpdesk calls experienced
by users, and our survey of corporations who have adopted Windows NT
Workstation, Technology Business Research has projected how these
types of calls would have been resolved if the users were running
Windows NT Workstation. We expect a portion of the calls
would not have happened with Windows NT Workstation, which
we classified as avoidable. We then identified calls that would
be fixed by the Helpdesk operator, or the Second Level Support
Technician via the network, or fixed by a technician visiting
the site. There was also another class of calls where Windows NT
Workstation would be of no help. By individually examining each
of the call reports, we projected which problems will be resolved
by Windows NT Workstation and at what level in the Helpdesk
organization. Table 3, below, outlines these projections.
Categories of helpdesk call if in a Windows NT Workstation environment:
The number of calls avoided through the use of Windows NT Workstation due to the reliability aspect of the product across the sampled sites was found to be in the range 10% to 20% with an average of 15% helpdesk calls avoided.
The number of calls avoided due to the security features ofWindows NT Workstation was in the range 4% to 10% with an average of 7%. The total average percent of helpdesk calls avoided, the sum of the two elements, is thus 22%.
Fixed by Helpdesk - This class of problems can be solved via the first level Helpdesk operator. This includes logging the call, qualifying the call and providing remedies for the simpler and or the most frequent recurring problems. Our analysis of the calls showed that Windows NT Workstation enabled between 22% to 74%, average 45%, of all PC and network helpdesk calls to be fixed at the helpdesk level. As a subset of these fixed calls 6% to 17% average 11% of calls can be handled at the helpdesk operative level using the remote control "show and tell" technique whereby the helpdesk operator explains how to achieve a task and shows the user how to perform the steps by taking control of the users PC and executing the functions in real time. A further 1% to 3% range of helpdesk calls can be handled by the helpdesk operator using the System Management Services functions to install or update the users software over the network. We made the assumption that there are some circumstances where this can be undertaken by the helpdesk operator, about 2% of calls. In other cases this function would be handled by the second level support technician ( see below).
Second Level Support Technician - This class of calls will be solved by the technician working both with the end user by phone and via network connections, running remote network tests and checks of the user's system to try to locate and correct the problems. Now, with Windows NT Workstation robustness, System Management Services and Remote Control, Remote Registry Edit, and network policy files, many of the calls can be fixed over the network, avoiding travel to the user's site. The technician may ask for assistance from the user to try to get the PC running and connected to the network or walk the user through a self help process, facilitated by Remote Control and Event Viewer to locate the problem. Our analysis of the helpdesk calls found that Windows NT Workstation enabled between 2% to 22% of calls to be fixed at this level across the sampled sites; an average of 11%.
Technician Visit - These problems will continue to require a field service technician to visit the site. The technician will often replace parts and may include swapping out the whole unit if the problems cannot be rectified. We found that site visits were required in the range of between 1% and 38% of calls to the helpdesk, this range reflects the widely different levels of hardware problems reported across the different sites sampled; an average of 13%.
No Help - There were many helpdesk calls which were unrelated to the operating system, where Windows NT Workstation could not address the problem.
Technology Business Research analyzed over 47,000 calls and was able to project how each of the various problems can be avoided and/or more easily fixed with Windows NT Workstation. While there may be some "hindsight effect" that makes it easier to fix a problem after you know what the problem is, the vast majority of problems are directly impacted by Windows NT Workstation.
It should be noted that the results of our research are specific to the companies that participated in the program. It is clear from the research that every company encounters significant differences in Helpdesk call make up, as well as costs, due to variations in hardware, software and peripherals populations. For this reason, the figures shown are for illustrative purposes only, although it is reasonable to assume, due to the sample size, that similar savings ratios will apply to most organizations. In an effort to make this information easier to relate to your specific situation, Technology Business Research has provided a worksheet and instructions, so you can see both the areas of benefit as well as the projected cost savings for migrating to Windows NT Workstation.
In the table above observe that application and operating systems calls are the most frequent running at 30% and 23% respectively. Although we set out to acquire PC Helpdesk calls, we see variations in our call samples. In some cases, the hardware calls were subcontracted out or handled by another portion of the Helpdesk and, hence, that hardware calls are not included in sites 3, 4, 5 and 9. While in other samples, sites 1, 2, 3, 4 and 7 included other kinds of calls, e.g. telephone changes, adds, moves and repairs, requests and reservations for LCD plates, projectors and other shared equipment. As a result, we should be careful about the conclusions at individual sites. Other variations in Helpdesk call make up, as well as costs, may exist due to variations in hardware, software and peripherals populations. For this reason, the figures shown are for illustrative purposes only, although it is reasonable to assume, due to this large sample size, that similar savings ratios will apply to most organizations. We shall use only the group average information for the rest of our analysis. Table 3 above summarizes how we expect various calls would be resolved in the Windows NT Workstation environment. It also shows the average number of calls that will be avoided and the number of visits that will be avoided for an average sized site with some 9602 PC users.
Technology Business Research believes that the average of results are indicative of general industry trends and these will be used in any conclusions for this report. For further background information about each of the sites, the reader is referred to the appendix.
In Table 5, we have summarized the cost savings (for the average
site of 9602 PCs) of $19,940 per month for the 999 calls that
are avoided and $366,600 per month for the 1,222 visits avoided.
This should provide a resulting $483 cost savings per user if
the users were all running Windows NT Workstation versus
Windows 3.x.
Calls avoided per month | 999 | $20 | $19,980 |
Visits avoided per month | 1,222 | $300 | $366,600 |
$/month | $386,580 | ||
$/year | $4,638,960 | ||
$/yr./user | $483 |
The reader is also encouraged to check
out the worksheet in the appendix for use with their own data
to estimate their own savings, both in the areas of benefits as
well as the projected cost savings.
Other Corporate Business Gains
Another major corporate benefit is the
increase in productivity arising from two principal attributes
of Windows NT Workstation, reliability and multitasking.
The lack of user interruption due to the resilience of this operating
system and that the system is inviolate to user applications faults,
increases productivity and provides a more professional business
image without the loss of real-time opportunities in critical
areas such as trading, order entry and customer service. Further,
users will be able to use the Windows NT Workstation system,
with the new graphical user interface, with less training or learning
time. Both these factors increase their ability to use their
PC effectively and efficiently. While not a quantifiable
factor for this report, our experience clearly points to significant
gains in this area.
After analyzing thousands of Helpdesk call reports, talking to 14 Helpdesk managers in F100 companies supporting over 120,000 PC users, with more than 1.4 million calls per year and having studied and used Windows NT Workstation for the past three months, Technology Business Research has been able to identify areas where we expect Windows NT Workstation will offer significant operational impact. Our analysis has shown that, after the initial learning curve, user organizations should see a reduction in the total number of PC Helpdesk calls of 15-29% due to Windows NT Workstation robustness, security and network tools. This may also mean that your existing Helpdesk resources may be able to handle 15-29% more users with no increase in staff. In our example, in an average site with 9602 PCs, we estimate a reduction of approximately 1000 calls per month because of calls avoided due to Windows NT Workstation resulting in an estimated savings of $239K per year. We expect proportional savings in other larger and smaller installations.
We also expect to see a reduction in the number of calls that will require a technician to visit the users site, as more problems are solved through the network using Windows NT Workstation remote registry editor, event viewer, Systems Management Services, Remote Control and improved network and systems security features.
From our analysis, Technology Business Research expects Windows NT Workstation will significantly reduce the number of calls that will require a technician to visit the user's site. For typical installation with 9602 PCs, we expect there will be 40-90% reduction in the calls needing site visits, corresponding to 1,122 calls per month, generating an estimated savings of $4.4 million per year. Both the calls avoided and the visits avoided should generate an estimated annual savings of $4.6 million for the average site with 9602 PC users.
In addition to these substantial projected cost savings, there may also be business benefits due to reduced end user downtime. The robust nature of Windows NT Workstation drastically reduces the number of times that users have to reboot their PC, many Windows NT Workstation users report that the requirements to reboot have been virtually eliminated.
Bottom line - Based on the average call volume savings and their attendant costs we have observed across these 9 sites, Technology Business Research estimates the resulting savings at $483 per user per year.