某咨询关于管理下一代的I基础架构的报告

11Managingnext-generationITinfrastructureThedaysofbuildingtoorderareover.Thetimeisripeforanindustrialrevolution.JamesM.Kaplan,MarkusLöffler,andRogerP.RobertsTheMcKinseyQuarterly,Webexclusive,February2005Inrecentyears,companieshaveworkedhardtoreducethecostoftheITinfrastructure—thedatacenters,networks,databases,andsoftwaretoolsthatsupportbusinesses.Theseeffortstoconsolidate,standardize,andstreamlineassets,technologies,andprocesseshavedeliveredmajorsavings.Yeteventhemosteffectivecost-cuttingprogrameventuallyhitsawall:thecomplexityoftheinfrastructureitself.危Th扁e父ro乓ot义c念au扭se揪o隙f使th旧is唱c赔om说pl孤ex蝇it庸y毛is朗t桨he欲b饰ui阔ld鉴-t骑o-路or介de峰r作mi丑nd打-s孟e做t洋tr按ad稠it拌io扒na继l显in骆m阿os厌t否IT邻o黎rg议an庆iz件at唯io婚ns循.摘Th康e眯ty候pi驾ca侍l把in菊fr勤as棕tr平uc辨tu牺re妻m谊ay誓s欲ee核m恋to重b墓e恐hi秆gh艰t广ec兵h助bu瞧t载ac滩tu兔al林ly手r能es援em股bl某es旨竖an稻o络ld恒-f匀as裹hi痒on吓ed段a狠ut播om继ob甲il费e父:遇ha贷nd掏ma执de朱b赏y源an英e逼xp杆er静t第cr锐af地ts写pe墓rs倚on础a锁nd列c理us宏to昌mi住ze适d桐to锁t乓he逝s搂pe蜓ci税fi礼ca劣ti仰on森s脑of上a仁n凝in钻di离vi搏du新al奉c刷us拢to樱me海r.生T售od思ay触a悄n宇ap镇pl应ic规at朴io设n搁de食ve薄lo离pe场r护ty至pi场ca卡ll颈y趟sp述ec本if爽ie喷s碌th吧e准ex恭ac俯t散se恭rv诸er误c性on算fi中gu困ra含ti还on穿f壶or奔e尼ac继h炊ap胜pl汉ic洪at触io爪n丛an剃d拔th桨e而in法fr僚as障tr相uc阴tu释re廉g眨ro阿up茧f墙ul虽fi混ll涨s孕th灯at投r贿eq旧ue获st哄.趴Th途e雀re拦su革lt柿:显th乎ou甲sa巨nd哲s太of伏a档pp岁li终ca钩ti屡on俯s伏il堡os索,附ea它ch湿w姨it燥h钓it成s多ow给n触cu窄st穷om赢-c业on或fi趣gu爪re括d六ha快rd腹wa屠re已,玩an即d益a骂ju拥mb享le杀o劈f吴of搭te耍n晨in币co免mp种at粱ib类le贪a薪ss厨et唇s事th查at克g狸re逮at矮ly亡l夏im券it档a六c亿om因pa穴ny仓's酱f触le帝xi同bi斩li咬ty才a惕nd均t累im印e羡to尺m中ar胡ke暖t.骡S堪in自ce话e顷ac觉h侦se谦rv宫er哀m荣ay呀b哀e教co怖nf夹ig市ur费ed漆t糕o兵me模et院a祸n绩ap铺pl插ic万at鸭io孤n'烂s反pe烤ak包d旋em录an汽d,寿w晒hi尊ch愚i葱s幻ra滚re否ly绸a架tt糠ai犁ne梳d,乱v索as旦t闪am嘴ou捷nt忙s带of航e趟xp佳en男si徐ve罢c衫ap菜ac个it厉y娘si芝t渴un昌us夹ed卫a史cr杜os监s粒th巡e肢in惯fr师as财tr把uc车tu撤re章a烫t旬an怖y屋gi扣ve统n商ti絮me踩.夕Mo宵re竞ov拾er帆,鸡ap厌pl糊ic弊at弟io染ns筝a婶re同t用ig族ht捏ly守l推in孝ke级d高to彻i允nd灰iv优id所ua锅l印se谜rv站er陶s湖an裤d征st萍or蚁ag董e逝de春vi咏ce查s,蓄s初o亿th睬e傅ex院ce坟ss瓶c跪ap约ac沸it堵y蛙ca鱼n'尚t扣be护s鸽ha淋re香d.缎No瞎w,仆h火ow品ev师er化,便te辨ch根no宾lo要gi碰ca渴l蜘ad里va推nc兰es洲—c巴om赵bi必ne碌d拴wi借th静n霸ew起s假ki湖ll涝s款an甚d初ma箭na钩ge存me衰nt新p纳ra贝ct蕉ic崖es陶—a案ll皂ow纹c遇om肿pa帮ni浊es信t迈o淹sh们ed稀t拾hi多s基bu凭il茧d-占to挤-o萌rd伯er拉a悉pp交ro脑ac驳h.堵A攻d恩ec预ad喉e测in磁to驴t倘he妨c判ha草ll烤en杀gi阀ng誓t仙ra名ns星it殊io跑n筛to肆d修is霞tr慌ib哈ut脏ed霜c忘om起pu毙ti困ng日,唉in计fr怖as苏tr遭uc班tu法re助g赢ro宣up鄙s型ar慕e膜ma拖na吨gi钻ng初c斯li置en奇t-灿se狂rv子er嫁a售nd鸟W拉eb怒-c铃en隔te乒re躲d绝ar册ch谣it优ec票tu览re吩s哄wi光th冬g扩ro蚀wi痰ng垒a真ut瞎ho宫ri腥ty诚.宿Co达mp桌an辆ie滤s捏ar膜e肥ad傲op蜂ti胀ng禾s读ta朋nd苗ar哄di狡ze言d确ap促pl银ic总at已io蜜n霞pl杂at逗fo滋rm议s蔑an纤d翠de梯ve狱lo冠pm坟en内t铃la吉ng播ua阵ge羊s.葡A缸nd叫t叫od社ay半's猫h被ig顺h-延pe炭rf哥or膊ma诊nc明e皱pr纲oc王es疯so耳rs捎,轿st物or盼ag负e稿un看it书s,毕a亿nd帮n角et叹wo竞rk猴s侄en哲su社re设t训ha篇t堵in狮fr埋as学tr督uc哄tu日re闲e冲le值me勇nt投s闷ra然re啊ly槐n家ee金d缸ha抚nd萍-t顷un千in凑g滤to柳m单ee苗t离th毯e僚re挨qu盖ir泻em郊en防ts杠o在f娇ap巷pl雪ic谜at钢io也ns合.盖In础r厌es乳po那么ns盛e自to兽t源he顷se纯c衔ha库ng库es瑞,边so殖me坡l网ea宪di推ng撞c廉om斯pa廊ni祝es垒a宁re升b阴eg剂in压ni说ng或t萝o雨ad乎op进t易an横e站nt构ir舟el流y尼ne量w绸mo辈de献l描of趣i骄nf田ra尼st急ru线ct腐ur劫e原ma脉na浙ge锁me叶nt巧—m土or诞e迹of币f-节th铜e-量sh庸el傻f更th浩an阵b征ui就ld干-t幸o-户or运de嘉r.刑I佛ns育te陡ad正o斧f续sp斗ec微if凳yi围ng汗t评he洽h扁ar响dw辽ar托e奥an亏d搁th蛛e抚co稻nf恋ig冰ur粮at论io繁n孕ne济ed祸ed溉f市or透a乘b罚us洒in离es献s丙ap罚pl顿ic趣at登io零n普("斥I赶ne傲ed台t楚hi程s分pa广rt廊ic跳ul签ar田m啦ak里er湖,举mo炭de愈l,丛a忆nd地c爱on孕fi灵gu芳ra戴ti脏on仓f棕or洽m叹y粥ne第tw矮or划k-扎at总ta晓ch孤ed缎s腿to劫ra时ge脚b棵ox颈.舰.选.动")肠,再de瓦ve梦lo核pe银rs材s较pe奔ci笛fy沟a宽s滴er还vi篮ce哭r谅eq裤ui茂re鹿me醋nt程(透"I蜻n确ee资d愧st蓬or患ag部e缩wi犹th完h蹈ig云h-狱sp勒ee弯d结sc走al照ab邀il或it抄y斩.脊.洞."末);兰r玻at妹he眯r塑th植an写b补ui剖ld衔in运g虫sy鼻st礼em埋s授to馒o席rd词er是,陆in旦fr长as匆tr说uc苍tu迹re队g讨ro每up瓶s魔cr逼ea塔te糊p忘or披tf跨ol缝io速s柱of坡"夏pr猜od租uc礼ti挡ze变d,见"挤re盼us警ab席le抽s尊er节vi偶ce谎s.获S铺tr委ea班ml射in极ed茧,释au财to委ma泉te铅d再pr炕oc胳es腐se悲s存an屿d隐te肆ch朴no止lo微gi舱es猜c怎re册at循e仁a列"f点ac腹to柏ry应"恒th帝at呜d威el粗iv钥er砍s两th畏es闲e宾pr争od僵uc们ts栋i咐n遵op恰ti牺ma找l蓄fa码sh触io牌n只(E餐xh漏ib汽it缸1疏).棍A肠s妖pr知od停uc兔t那么or立de掘rs秆r未ol赢l的in棒,赴a筑fa面ct午or训y炮ma缴na财ge份r琴mo益ni何to誓rs炒t统he始i蒜nf炼ra报st填ru未ct汇ur繁e姐fo朽r泰ca愈pa橡ci紫ty裁-p篮la盆nn哭in铺g抛an兼d炒so喊ur筝ci犁ng袭p缎ur凭po启se量s.疾Wi塑th洽t垒hi窜s植mo烂de影l,满f吸il践li盼ng摄a批n搂IT忧r猴eq帽ui锯re棍me犬nt忆i蒙s痒ra抬th台er做l立ik延e贴sh招op场pi锯ng叨b丘y驳ca鼻ta涉lo暮g.挽A颤d捡ev雷el禁op古er沿w砖ho种n核ee巧ds挠a葵s贪to叉ra性ge脖p麦ro砖du抚ct逮,固fo姜r洒in趁st久an碌ce锡,武ch啄oo咐se国s余fr桥om坐a赔p政or棋tf扔ol孙io恨o睬f占op拿ti菜on财s,枪e攀ac琴h郑de喷sc谈ri闷be酸d俭by谣s跑er也vi涛ce鲜l返ev增el枝(赶su找ch蛋a梦s式sp欣ee椒d,筒c阀ap路ac淡it臣y,利o欢r势av垦ai衫la赛bi页li羡ty烟)亩an捉d皮pr稿ic常ed拳a索cc利or妙di撕ng熊t谈o朽th应e槽in坚fr展as况tr朴uc殊tu匀re布a吴ss郊et错s观co看ns肢um角ed踢(照sa运y,倒$厚7骗a伪mo魔nt钓h底fo食r迫a感gi柴ga动by早te凡o柳f萍ma唯na舒ge侧d傲st奔or挥ag加e)芝.竟Th奶e披sy包st网em德's考t滨ra击ns生pa描re样nc融y宴he书lp今s令bu眨si仇ne自ss妈u辨se狭rs进u忌nd竞er肯st享an鹊d寨ho诊w即de欠ma禽nd猴d予ri泽ve牲s凝th话e车co践ns鸟um浴pt孝io续n柜an予d赤co村st敢o凉f婆re仿so槽ur绝ce旨s.档Co督mp塑an要ie买s因th萍at凑m件ak普e丸th躺e外tr券an哗si也ti捆on兄g知ai搬n矿bi牌g锻bu个si关ne转ss霜b烂en系ef途it情s.偷B出y仿re童du结ci痒ng茎c系om括pl盼ex恶it冻y,办e低li符mi科na趟ti中ng得r清ed其un挂da祸nt轮a波ct艰iv胶it暑y,蚂a础nd似b奉oo毒st愈in卵g堵th套e斩ut奖il着iz责at怕io铺n造of萄a苍ss果et唐s,雕t痛he壶y检ca翅n示ma疾ke攀t悲he谜ir冲i卡nf哄ra烛st黄ru串ct史ur卵e须20学t粱o梅30拆p养er猫ce纹nt锁m糊or驶e祝pr汉od速uc剑ti头ve拾—o爷n富to串p哥of嫩t附he冲b佩en慕ef鄙it足f乌ro托m命pr辰ev休io遇us傲e蒸ff混ic居ie籍nc衬y缩ef庄fo小rt熊s—伞th全er剥eb欠y拥pr美ov煮id左in贴g旱fa术r拍gr系ea兼te丝r拐ou嫩tp娘ut卸a等nd嘉f哭le梨xi期bi症li阔ty脆.贡Ev时en幸l拜ar悄ge身r获sa腔vi科ng束s筋ca颗n觉be端a穷ch寒ie睛ve埋d荣by勒u侦si疼ng步l渐ow经-c渡os肚t,差c颤om宴mo辟di赖ty呆a击ss晚et贩s拌wh加en部p斯os膛si井bl随e.骄D探ev记el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eneedsofphysicalsitesandusergroupscanbecategorizedinasimilarway.Onemarketing-servicescompanythatevaluateditsnetworkarchitecture,forexample,segmenteditssitesintoofficeswithmorethan100seats,thosewith25to100,andremotebrancheswithfewerthan25.Acablesystemsoperatordivideditsusersintoseniorexecutiveswith"concierge-support"needs,professionalemployees,call-centeragents,andfieldtechnicians.Mostcompaniesfindthatdefiningthespecificinfrastructureneedsofapplications,sites,andusersisthekeychallengeofsegmentingdemand.Majorissuesincludethetimeandfrequencyofneed,thenumberofusers,theamountofdowntimethatisacceptable,andtheimportanceofspeed,scalability,andmobility.StandardizingproductsOncetheinfrastructuregrouphasassessedcurrentandfuturedemand,itcandevelopasetofproductlike,reusableservicesforthreesegments:managementandstorageproductsforapplications,accessproductssuchasdesktopsandlaptopsforendusers,andnetwork-accessproductsforvarioussites.Foreachofthesethreeproductlines,thegroupmustthenmakeaseriesofdecisionsatboththeportfolioandtheproductlevel.Attheportfoliolevel,ithastomakedecisionsaboutthescope,depth,andbreadthofproductofferings,withaneyetowardoptimizingresourcesandminimizingcosts.Exceptionsmustbedetailedupfront.Thegroupmaydecide,forexample,againstofferingproductstosupportapplicationswithstringentrequirements,suchasvery-low-latencyprocessing;theseapplicationsmaybebetterbuilt"byhand"and"fromthegroundup."Otherapplications,suchaslegacyones,maybebetterleftoutsidethenewmodelifthey'rerunningwellandcan'teasilybeportedtonewhardware.Thegroupshouldalsodecidehowtointroducenewtechnologiesandtomigrateexistingapplicationsthatareeasiertomove.Attheproductlevel,thegroupmustdefinethefeatures,servicelevels,andpriceofeachproduct.Foreachapplicationsupportproduct,togiveoneexample,itwillbenecessarytospecifyaprogramminglanguage,anacceptablelevelofdowntime,andapriceforinfrastructureusage.Thatprice,inturn,dependsonhowthegroupdecidestochargeforcomputing,storage,processor,andnetworkusage.Thegrouphastoconsiderwhetheritspricingmodelshouldofferdiscountsforaccuratedemandforecastsordriveuserstospecificproductsthroughstrategicpricing.Lookingforward,companiesmayfindthatwell-definedproductsandproductportfoliosarethesinglemostimportantdeterminantoftheinfrastructurefunction'ssuccess.Developersandusersmayrebelifaportfolioofferstoofewchoices,forinstance,butaportfoliowithtoomanywon'treapthebenefitsofscaleandreuse.Goodinitialresearchintouserneedsiscritical,asitisforanyconsumerproductscompany.Thesupplyside:CreatingsharedfactoriesThetraditionalbuild-to-ordermodellimitstheinfrastructurefunction'sabilitytooptimizeservicedelivery.Deliveryhasthreecomponents:operationalprocessesfordeploying,running,andsupportingapplicationsandtechnologies;softwaretoolsforautomatingtheseoperationalprocesses;andfacilitiesforhousingpeopleandassets.Atmostcompanies,variationsinarchitectureandtechnologymakeitimpossibletouserepeatableprocessesappliedacrosssystems.Thisproblemhindersefficiencyandautomationandrestrictstheamountofworkthatcanbeperformedremotelyinlow-costlocations,thuslimitingthescopeforadditionalcostsavings.Inthenext-generationinfrastructuremodel,however,applicationdevelopersspecifyaserviceneedbuthavenoinputintotheunderlyingtechnologiesorprocesseschosentomeetit.Theapplicationmay,forinstance,requirehigh-speednetworkedstorage,butthedeveloperneitherknowsnorcareswhichvendorprovidesthestoragemedia.Thisconceptisn'tnew—consumerswhohavecallwaitingontheirhometelephonelinesdon'tknowwhetherthelocalcarrierhasaLucentTechnologyorNortelNetworksswitchatitsclosestcentraloffice.Becausetheinfrastructurefunctioncannowchoosewhichsoftwaretechnologies,hardware,andprocessestouse,itcanrethinkandredesignitsdeliverymodelforoptimalefficiency.Usingstandardizedanddocumentedprocesses,itcanstartdevelopinganintegratedsetofsoftwaretoolstoautomateitsoperations.Next,byleveragingitsprocessesandautomationtools,itcandevelopanintegratedlocationstrategythatminimizestheneedfordatacenters,sothatmorefunctionscanoperateremotelyinlow-cost—evenoffshore—locations.BuildinganeworganizationWhatchangesmustCIOsmaketocapitalizeonthesenewopportunities?Thenext-generationinfrastructurehasmajorimplicationsfortheroles,responsibilities,andgovernanceoftheinfrastructureorganization.Themostcriticalnewrolesarethoseoftheproductmanager,whodefinesproductsandproductportfolios,andofthefactoryarchitect,whodesignsthesharedprocessestodeploy,operate,andsupportthem(Exhibit2).Productmanagersmustfocusonserviceofferingsandbeaccountableforreachingproductivitytargets.Theirotherkeyresponsibilitiesincludebuildingrelationshipswithbusinessusersandapplicationdevelopers,understandingandsegmentingdemand,definingproductportfolios,andpersuadingdevelopersandbusinessuserstoaccepttheirdecisions.Factoryarchitectsare,inequalparts,technologystrategistsandindustrialengineers,codifyingthearchitectures,processes,andtoolsthatsupporttheproductportfolio.Theirotherkeyresponsibilitiesincludeconfirmingthatproductcommitmentscanbemet,choosingtechnologies,definingprocesses,developingprocess-automationplans,andselectingtools.AlthoughthiswasanestablishedroleatDeutscheTelekom,factoryarchitectsarenowmorefocusedonautomatingandindustrializingproduction.Organizationalstructuresmustchangeaswell.Specializedsiloswithadministratorsfocusedonspecifictechnologyplatforms—mainframes,midrangecomputing,distributedservers,storage,andvoiceanddatanetworks—shouldgivewaytomultidisciplinaryteamsthatmanagetheperformanceoftheinfrastructureandthedeliveryofservices.CIOsmustalsoputinplacenovelgovernancemechanismstodealwithcapacityplanning,thelaunchofnewservices,andinvestment-financingissues.AlthoughDeutscheTelekomoptedtokeepitsexistinggovernancestructure,manycompaniescreateanenterprise-levelinfrastructurecounciltoensuretheconsistencyofproductsandservicelevelsacrossbusinessunits.Suchconsistencyiscriticalforkeepingcostslowandoptimizingperformance.Tomakesurethenewinfrastructureisrunningefficientlyandtosustainperformanceimprovements,ITleadersshouldfocusonfivekeyareas:1.Demandforecastingandcapacityplanning.Akeygoalofthenewinfrastructuremodelistomatchsupplyanddemandmoreclosely,therebyminimizingthewasteofresources.Toachievethisobjective,theITgroupmustworkcloselywithbusinessunitsinordertoforecastdemandandthusimprovecapacityplanning.ForecastsaremoreaccuratewhencompaniesfollowDeutscheTelekom'sexampleandaggregatedemandacrossproductsinsteadofapplications.2.Fundingandbudgeting.Productdemanddrivesbudgets.Sincethenewmodelusesrealdemandforecasts,budgetingiseasier.Moreover,withpricingtransparencycomesknowledge.BusinessunitswillnowknowwhattheirITchoicesaregoingtocost;theinfrastructuregroupwillunderstandthebudgetimplicationsofuserrequestsandbeabletocreateamoreaccuratecapitalplan.3.Product-portfoliomanagement.Companiescanexpecttospendsixmonthsdevelopingnew-productportfolios.Theinfrastructureteamshouldreexaminethemtwoorthreetimesduringthefirstyeartoensurethattheyareappropriategivenprojectedworkloadsandemergingend-userneeds.Thereafter,ayearlyreviewusuallysuffices.Teamsshouldmonitorallphasesoftheproductlifecycle,fromplanningandsourcingnewproductstoretiringoldservicesandredeployingresources.4.Releasemanagement.Toensurethatnewtechnologiesorupgradesareintegratedeffectivelyandthatchangecauseslessupheavalandlostproductivity,leadingcompaniescarefullymanagethereleaseofbothinfrastructureproductsandapplicationsinparallel.Moreover,toplanahead,applicationdevelopersneedtoknowaboutanyimpendingchangeintheinfrastructurecatalog.5.Supplyandvendormanagement.ITleadersmustensurethatcomputingresourcesareavailabletomeetthecontractedservicelevelsofproductportfolios.Infrastructuremanagersshouldrevisittheirsourcingstrategyannually,seekingopportunitiestolowercostsandimproveproductivity.Evenwiththerestructuringandthenewrolesandprocessesinplace,changingthebuild-to-ordermind-setandculturemayremainthebiggestchallengeofall.DeutscheTelekomadjusteditsincentives,hirednewpeople,developedtrainingworkshops,andappointed"changeagents"tospreadthewordandbuildenthusiasm.Theseorganizationalandculturalchangesarecentraltorealizingthepotentialofthenext-generationinfrastructuremodel.Investingthetimeandattentionneededtogettherightresultsisjustascriticalasrefreshingthetechnicalarchitecture.Reference:Next-generationinfrastructureatDeutscheTelekomOttoZeppenfeld'scheerfuldemeanormaybesurprisinggivenhisjob.AsheadofIToperationsforT-Com,DeutscheTelekom'sfixed-networkdivision,he'sresponsibleforensuringthatallapplicationsrunsmoothly,evenduringtimesofpeakdemand.T-Com,whichoutsourcesalmostallofitsIToperationstoitssistercompanyT-Systems,providesvoiceanddataservicestoabout40millionconsumersandverysmallbusinesses.ItgenerateshigherrevenuesthananyotherdivisionofDeutscheTelekom.Thecompany'sITinfrastructureismassive:1.3petabytesofstoragecapacity,25,000MIPSofcomputingpower,approximately3,000serversand100,000workstations,andhundredsofapplications.ManyofT-Com'sITinfrastructureassets,likethoseofmostcompanies,oncesatidlewaitingforpeakloads.Toaddresstheproblem,T-ComandT-Systemsbeganimplementingthekeyelementsofanext-generationinfrastructuremodel:productlikeservices,transparentpricing,strictdemandforecasting,andcapacitymanagement.ManagingsupplyanddemandacrossapplicationsForeachinfrastructureproductcategory—storage,hosting,andsoforth—T-ComappointedaproductmanagertoassessdemandacrossallapplicationsinthatcategoryandtoworkwithT-Systemsondefiningtherightproductsandservicelevelsandnegotiatingprices.T-Com'sprocessforforecastingdemandaggregatesitacrossallcategoriesandthenforwardsthatinformationtoT-Systemsforuseincapacityplanningandmanagement.T-SystemssuppliesT-Com'sproductsandmanagestheunderlyinghardware,software,andnetworks.LikeT-Com,ittakesabird's-eyeview,lookingacrossapplicationsattotalstorageandcomputingneeds.Thetwounitsnowworkintandemtobalancesupplyanddemand—aradicaldeparturefromthetraditionalapplication-silomentality.Thesuccessofthismodeldependsontwokeyfactors:T-Commustlearntopredicthowmuchcomputingpoweritwillneedandwhen;T-Systemsmustlearnhowtouseexcesscapacityinotherareas."T-Systemsmusttakeonalotmoreresponsibility,"notesMichaelAuerbach,theT-SystemsmanagerforallT-ComIToperations."Attheendoftheday,it'sourjobtoleveragetheidlecapacityelsewhere."PayingonlyforusageSincethenewmodelrequiresT-Systems—ratherthanT-Com—topickupthetabforunusedcapacity,T-Systemsisunderpressuretothinkandoperateinnewways.Formerly,whenZeppenfeldneededanewbusinessapplicationforT-Com,T-Systems'Auerbachsuppliedtheappropriatehardware,software,andservicesandthentalliedupthecost.Itwasusuallythesubjectofintensedebatebecausethevalueofcomplexcomputersystemsishardtodetermine,andsoisthecostoftheassociatedinstallation,operations,andmaintenance.Now,Zeppenfeldpaysonlyforthecomputingresourcesheuseseverymonth;thehardware,software,andstorageneededtopowerT-Com'sapplicationsareAuerbach'sproblem.Thismodel,however,givesTSystemsthefreedomtomakedecisionsthatoptimizetheinfrastructureasawholeratherthanspecificapplications.Whereverpossible,T-Systemsusescheapercommodityresourcessuchasgridsoflow-endservers,storagedisks,andIntelprocessorsinsteadofUnixsystems.Inessence,itnowactsmoreasanentrepreneurthanasanordertaker.Transparencyofcostsisamajorbenefitofthismodel:T-CommerelyreadsoffthebytesitconsumedandpaysapredeterminedpricethatfactorsinT-Systems'engineeringsupport.T-Com'sinvoiceincludesahandfulofservicecategories(suchasstorage,backup,computing,theoperationofapplications,andthehelpdesk)andquantifiesusageindetail.Eachserviceunithasafixedprice,soT-Comknowsexactlywhatitwillpayforagigabyteofstorage,anhouroftelephonesupport,orabackupcopyofadatabase.Moreover,theseservicescanbebenchmarkedindividually,soTComhastheabilitytocheckthatpricesarereasonable.ZeppenfeldandAuerbachagreethattransparencyhelpscreateanatmosphereoftrust.GaininggreaterflexibilityT-Comalsogainsflexibility:itscontractletsitincreaseordecreaseitscomputingcapacityifitgivesthreemonths'notice.Drastic,across-the-boardchangesinusageareunlikelyformostcompanies,butthisaddedflexibilityinindividualareasisstillawelcomebenefit.Marketing,forinstance,hasfluctuatingneeds.Takeane-mailcampaigngeneratingseveralmillionresponses.Previously,asix-mont