BETTER SUPPORT, LOWER COSTS: OPTIMIZE YOUR PC HARDWARE LIFECYCLE, FROM ACQUISITION TO DISPOSAL 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 Register your book and download extra chapters at http://www.awprofessional.com/bookstore/register.asp. 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