Cisco Cisco 4402 Wireless LAN Controller Livre blanc
Total Economic Impact Study of Unified Wireless Network
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Table 11: Reduction In Help Desk Support Costs
Ref.
Metric
Calculation
Per period
H1
Annual number of wireless incidents prior to migration
1000
H2
Average time to evaluate and address an incident
2
H3
Percent incidents handled by help desk
40%
H4
Percent incidents handled by Tier 2 and Tier 3 support
60%
H5
Reduction in help desk support
40%
H6
Reduction in Tier 2 and Tier 3 support
85%
H7
Average hourly rate for help desk support
$48
H8
Average hourly rate for Tier 2 and Tier 3 support
$72
Ht
Reduction in help desk support costs
H1*H2*(H3*H5*H7
+H4*H6*H8)
$88,800
Source: Forrester Research, Inc.
End-user Productivity Gain
In addition to IT cost savings, organizations that we interviewed sited end-user productivity gains
resulting from reduction in wireless outages. As wireless networks evolve and become a business
critical application, the importance of this benefit will continue to increase.
resulting from reduction in wireless outages. As wireless networks evolve and become a business
critical application, the importance of this benefit will continue to increase.
For this study, we estimate that the composite organization has 5000 employees. Based on the
access point distribution for the composite organization, in the autonomous environment each
access point outage affects approximately 15% of employees. To remain conservative, we estimate
that by reducing each outage, we can capture productivity gain of 25%. Table 12 illustrates this
calculation (5000*2*15%*25%*$48).
access point distribution for the composite organization, in the autonomous environment each
access point outage affects approximately 15% of employees. To remain conservative, we estimate
that by reducing each outage, we can capture productivity gain of 25%. Table 12 illustrates this
calculation (5000*2*15%*25%*$48).