CIS 675-850

1
Evaluation Plan of Tivoli within A-Company
2
PDS Organization Overview

• Formed in 1997
• Objective Provide Desktop Support Services to
  70,000 90,000 workstations nationwide
• Consolidation of dozens of geographically
  dispersed support groups
• Initially consolidated people and reporting
  followed up by trouble/request ticketing systems.

3
Continued Improvements

• 1997 PDS began focusing on Enterprise System
  Management Software
• Selected Tivoli for
• Inventory
• Electronic Software Distribution
• Remote Control
• Distributed Monitoring

4
Tivoli Uses

• Desktop Inventory
• Collects and Houses Inventory on over 70,000
  workstations
• Inventory is used as a foundation for
• Electronic Software Distribution
• Remote Control
• Business Decisions

5
Tivoli Uses (cont.)

• Electronic Software Distribution
• Remotely deploy software to over 70,000
  workstations
• Relies on inventory accuracy
• Remote Control
• Remotely access client workstations for
• Issue Resolution
• Training

6
Evaluation Plan Electronic Software
Distribution (ESD)

• Effectiveness Was the right software
  distributed in the right timeframe to the right
  people
• Four groups of 10 associates will receive the
  treatment
• ½ will receive manual treatment
• ½ will receive ESD treatment
• Questionnaires will provide the data to test the
  hypothesis

7
Evaluation Plan Remote Control

• User Friendliness The theory I have is that
  support people arent using the Tivoli RC because
  they have not given it a fair try and when they
  realize it is friendly they will switch to this
  preferred method.
• Protocol Analysis will be performed
• Two Tasks
• Review Internet Security settings
• Review the mail configuration and set up a new
  PST for the client
• Post Test Questionnaire

8
Evaluation Plan - Inventory

• Evaluate Data Quality Timeliness, Completeness
  and Accuracy
• Timeliness how current the data in the database
  is
• Completeness number of elements stored/total
  number of elements to be stored
• Accuracy number of correct elements/number of
  elements collected

9
Evaluation Plan Inventory (cont.)

• Experiment will be conducted
• August 15 November 15
• 2 Teams comprised of 4 team members
• Two tasks per team
• One team will use Tivoli Inventory
• One team will use manual inventory

10
Evaluation Plan Inventory (cont.)

• H1 Use of Tivoli Inventory will provide more
  accurate inventory data than manual inventory
  procedures.
• H2 Use of Tivoli Inventory will provide more
  complete inventory dta than manual inventory
  procedures.
• H3 Use of Tivoli Inventory will provide more
  timely (current) inventory data than manual
  inventory procedures.

11
Evaluation Plan Inventory (cont.)

• Task 1
• Provide current inventory for four defined
  products
• Detail Inventory records must include
• Workstation ID
• Product version Number
• Inventory Date
• Summary inventory records must include
• Summary Count by version number of product

12
Evaluation Results -- Inventory
13
Evaluation Results - Inventory
H1 Use of Tivoli Inventory will provide more
accurate inventory data than manual inventory
procedures.
  This data shows that Tivoli did provide more
accurate data than did the manual inventory
system.
14
Evaluation Results Inventory
H2 Use of Tivoli Inventory will provide more
complete inventory data than manual inventory
procedures.    
  This shows that the Tivoli inventory was more
complete than the manual inventory procedures
15
Evaluation Results -- Inventory
H3 Use of Tivoli Inventory will provide more
timely (current) inventory data than manual
inventory procedures.
   
  This data shows that the Tivoli data was more
current than the data provided through the manual
process.