GUIDELINES FOR PREPARING
SCHEDULE IV-C
RECURRING IT BUDGET PLANNING FOR FISCAL
YEAR 2009-10 STATE OF FLORIDA
THE
July 2008
The Florida Legislature
Help Desk Action
Simple problems
Accepting & logging
Referring/escalating
Tracking and
reporting
Resolving/closing
x
x
Governor’s Office of
Policy & Budget
Moderately
complex
problems
x
x
x
Complex
problems
x
x
x
x
Cost Element
Standard Units
Hardware
# of Platforms
standard Units)
(Footnote Non-
TABLE OF CONTENTS
SECTION I. OVERVIEW AND GENERAL INSTRUCTIONS ............................................. 4
A. OVERVIEW............................................................................................................................ 4
B. PURPOSE OF THE SCHEDULE IV-C ................................................................................... 4
C. GENERAL INSTRUCTIONS .................................................................................................. 4
D. SUBMISSION INSTRUCTIONS ............................................................................................. 5
SECTION II. STATEWIDE NON-STRATEGIC IT SERVICE DEFINITIONS ................. 6
A. NETWORK SERVICE ............................................................................................................ 6
B. E-MAIL, MESSAGING, AND CALENDARING SERVICE ..................................................... 6
C. DESKTOP COMPUTING SERVICE ...................................................................................... 7
D. HELPDESK SERVICE ............................................................................................................ 7
E. IT SECURITY/RISK MITIGATION SERVICE ...................................................................... 7
F. IT SUPPORT SERVICE FOR AGENCY FINANCIAL AND ADMINISTRATIVE SYSTEMS .. 8
G. IT ADMINISTRATION AND MANAGEMENT SERVICE ..................................................... 8
H. PORTAL/WEB MANAGEMENT SERVICE........................................................................... 8
SECTION III. NON-STRATEGIC IT SERVICE REQUIREMENTS WORKSHEETS.... 10
A. GENERAL GUIDANCE FOR ALL REQUIREMENTS WORKSHEETS ................................. 10
1. IT SERVICE DEFINITION ....................................................................... 10
2. SERVICES UNIQUE TO AGENCY .............................................................. 10
3. IT SERVICE LEVELS REQUIRED TO SUPPORT BUSINESS FUNCTIONS .................. 11
4. USER/CUSTOMER SATISFACTION. .......................................................... 11
5. ADDITIONAL INFORMATION. ................................................................ 12
B. SPECIFIC GUIDANCE RELATING TO SPECIFIC NON-STRATEGIC IT SERVICES ....... 12
SECTION IV. NON-STRATEGIC IT SERVICE COSTS WORKSHEETS ....................... 14
A. GENERAL GUIDANCE FOR ALL COSTS WORKSHEETS ................................................. 14
B. COST WORKSHEET DATA REQUIREMENTS .................................................................. 15
1. SERVICE PROVISIONING -- ASSETS AND RESOURCES (COST ELEMENTS) COLUMN 15
2. FOOTNOTE NUMBER COLUMN .............................................................. 18
3. ASSETS & RESOURCES APPORTIONED TO THIS IT SERVICE IN FY 2009-10 COLUMN
......................................................................................... 18
(A) NUMBER USED FOR THIS SERVICE .......................................................... 18
(B) NUMBER WITH COSTS IN FY 2009-10 .................................................... 19
(C) ESTIMATED IT SERVICE COSTS COLUMNS ................................................ 19
4. FOOTNOTES ..................................................................................... 21
5. ESTIMATION METHODOLOGY FOR IT SERVICES COSTS ................................ 21
SECTION V. SUMMARY WORKSHEET BY PROGRAM AND BUDGET ENTITY ... 23
A. GENERAL GUIDANCE FOR THE BUDGET ENTITY WORKSHEET ................................. 23
B. WORKSHEET INSTRUCTIONS .......................................................................................... 23
SECTION VI. INSTRUCTIONS FOR STRATEGIC IT SERVICES .................................. 25
A. GENERAL INFORMATION ON IT SERVICE CATALOGS................................................. 25
B. INSTRUCTIONS FOR COMPLETING WORKSHEET SC-1 ............................................... 25
1. NAME OF AGENCY BUSINESS FUNCTION OR PROCESS ................................. 26
2. IDENTIFY MAJOR IT SYSTEMS FOR EACH BUSINESS FUNCTION ...................... 26
3. DESCRIPTION OF IT SYSTEMS/APPLICATIONS ........................................... 26
4. NOTES FOR LOGICAL SERVICE GROUPING ................................................. 26
C. INSTRUCTIONS FOR COMPLETING THE LISTING OF STRATEGIC IT SERVICES (WORKSHEET SC-2)
......................................................................................................... 27
1. NAME THE STRATEGIC IT SERVICE .......................................................... 27
2. DEFINE THE STRATEGIC IT SERVICE ........................................................ 28
3. LIST SYSTEMS ASSOCIATED WITH THE STRATEGIC IT SERVICE ........................ 28
4. IDENTIFY PURPOSE OF THE IT SYSTEMS .................................................... 28
D. SERVICE REQUIREMENTS WORKSHEETS ....................................................................... 28
1. SPECIFIC GUIDANCE RELATING TO EACH IT SERVICE .................................. 28
E. COST WORKSHEET DATA REQUIREMENTS .................................................................. 28
1. HARDWARE ASSETS AND RESOURCES...................................................... 28
2. PLANT & FACILITIES ASSETS AND RESOURCES ........................................... 29
3. ASSETS & RESOURCES APPORTIONMENT.................................................. 29
F. BUDGET ENTITY WORKSHEET ........................................................................................ 30
SECTION VII. GLOSSARY ........................................................................................................ 31
Section I. OVERVIEW AND GENERAL INSTRUCTIONS
A. Overview
The Schedule IV-C is a manual schedule in a Legislative Budget Request (LBR) that collects agency data on the
planned recurring costs and business requirements for selected information technology (IT) services. The Schedule
IV-C provides a consistent approach and data collection tool to help an agency better align its investments in IT
resources (staff, hardware, software, etc.) with the business needs and policies of the agency. Successful
completion of the Schedule IV-C requires the participation and collaboration between agency business units, the IT
service provider(s), and the agency budget office. An IT service is one or more IT systems that enable an agency
program or business function. IT services are categorized as strategic or non-strategic to an agency’s mission.
Strategic Services are IT services that directly enable the agency’s statutory or constitutional responsibilities and
policy objectives, are usually associated with the agency’s primary or core business functions, and generally
differentiate one agency from another. (e.g., the FLORIDA system for the Department of Children and Families).
Non-strategic services are common utility-type services that facilitate or enable the day-to-day business activities of
the agency (e.g., desktop PCs). Non-strategic IT services provide the generic IT infrastructure needed to provide all
other IT services. While IT services and service requirements should be defined from the perspective of the
customer, neither the business function managers nor the IT provider can do this on their own.
B. Purpose of the Schedule IV-C
The ultimate goal is for the agencies, the Governor, and the Legislature to have clear visibility into the amount of IT
investment required to support agency operations, and the level of services that are provided for that investment.
The purpose is not to remove all discretionary spending authority that may be needed for agencies to respond to
unforeseen circumstances. However, the data will be used as inputs to the appropriations process. It will serve as
the foundation to analyze and compare costs of similar services across agencies and to establish policy targets for
centralizing or consolidating common IT services, while maintaining the level and quality of IT services needed for
agencies to fulfill their strategic mission.
C. General Instructions
This document provides specific instructions and guidance for completing the Schedule IV-C for all IT services in
each agency. It is comprised of the following sections:
 Section I – Overview and Purpose
 Section II – Definitions of Statewide Non-strategic IT Services
 Section III – Non-strategic IT Service Requirements Worksheets
 Section IV – Non-strategic IT Service Costs Worksheets
 Section V – Summary Worksheet by Program and Budget Entity
 Section VI – Instructions for Strategic IT Services
 Section VII – Glossary
Schedule IV-C worksheets are manual schedules that use MS Excel and MS Word. The following general guidelines
will assist an agency with completion of these schedules:
 The structure of the workbooks has been locked and password protected without the ability to insert or delete any
rows, columns, or worksheets.
 Data input is restricted to the yellow highlighted areas in all worksheets. Cells in the Excel workbooks, except for
those with the yellow highlight, are locked and cannot be edited.
 The filename and the worksheets‟ tab names are included in the lower left-hand corner of the footer for each
page. This should help the agency to consolidate and reconcile inputs from various staff members into the
appropriate single set of Schedule IV-C worksheets required for submission.
 Each worksheet collects basic information identifying the agency, the name of the management-level person
responsible for preparation of Schedule IV-C, and a phone number for this person. The agency budget officer,
administrative services director, or chief information officer are suggested contacts for the information for these
worksheets. The Department name and preparer information entered on the first tab (Network Service) in the
Schedule IV-C cost workbook automatically carries forward and populates this information on the other cost
worksheets.
D. Submission Instructions
All agencies except the State Attorneys and Public Defenders are required to submit the Schedule IV-C for the FY
2009-10 LBR. The State Attorneys and Public Defenders are exempt from the Schedule IV-C requirement because of
other funding provisions relating to Article V of the Florida Constitution. Agencies should refer to the latest
Schedule IV-C data, which may be for FY 2008-09 for agencies that submitted an update to their Schedule IV-C data
during the last LBR cycle. Agencies that did not submit an update for FY 2008-09 should use their FY 2007-08
submissions to represent the “current year,” and indicate any planned changes in the Cost and Service Level
Requirements Worksheets for FY 2009-10. The following agencies are required to submit cost and service
requirements data for their complete list of strategic and non-strategic IT services (including the Web/Portal
service): Department of Corrections, Department of Health, Department of Highway Safety and Motor Vehicles,
Department of Transportation, Agency Department of Management Services, Department of Children & Families,
Department of Education, and Department of Law Enforcement. Note: The Data Center service has been removed
from the Schedule IV-C because of the related data required in Chapter 2008-116, Laws of Florida (SB 1892).
Unless otherwise indicated in the LBR instructions, all Schedule IV-C data must be submitted by October 15, 2008.
The Schedule IV-C must be submitted electronically to TRW@laspbs.state.fl.us and OPB_IT@laspbs.state.fl.us.
Section II. STATEWIDE NON-STRATEGIC IT SERVICE DEFINITIONS
This section describes the eight pre-defined non-strategic IT services for IT recurring current year budget data
collection. The objective is for an agency to identify its costs and service requirements for these statewide IT
services. If your agency does not provide one or more of these services, describe how the functions defined in the
service are otherwise accomplished in your agency. Section II also identifies and defines the additional Portal/Web
Management IT service for agencies that plan to submit data for all strategic and non-strategic IT Services for FY
2009-10. Reporting costs and service requirements for this service is optional for agencies not identified in the
Schedule IV-C transmittal letter.
A. Network Service
The Network Service provides data connectivity using Local Area Network (LAN) or Wide Area Network (WAN)
technologies. A LAN is a group of computers and related devices that are connected to each other so that users in
smaller, localized areas (such as an office building or small campus) can communicate and share information and
other devices such as file servers and shared printers. A Wide Area Network (WAN) is a network that interconnects
geographically distributed computers or LANs. Because it is spread over a larger area, it requires data
communications technology to make the connection possible, such as digital subscriber lines (DSL), frame relay,
ATM (Asynchronous Transfer Mode), or other high-speed services. In most cases for Florida State government
agencies, the WAN service for State agencies is provided through SUNCOM or Router Transport Services (RTS). This
service provides shared access to one or more file and print servers and networked printers. This service includes
the positions, assets, and services needed to develop, maintain, and operate the network, system, and server
management infrastructure associated with LAN/WAN. This service also includes technical assistance dedicated to
LAN/WAN problem resolution, physical and logical security (e.g., firewalls, intrusion detection, encryption, and
virus protection), training, and consulting services specifically related to the LAN/WAN Service that are not
otherwise included in any other IT service. It includes Voice over Internet Protocol (VoIP) and video conferencing
technology, unless it is a single-user desktop peripheral (Desktop service) or dedicated to use for a strategic
service. Examples of costs associated with this service include LAN and WAN administrators and related staff,
routers, switches, hubs, cabling, software licenses, servers, shared network printers, maintenance agreements,
storage, file sharing, network design/redesign, line leases, aircards, network maintenance and monitoring
(including Network Operations Center), and network management software.
B. E-Mail, Messaging, and Calendaring Service
This service enables users to send and receive e-mail and file attachments, perform departmental calendaring,
manage address lists, create and maintain shared and private folders, and store message data. The service includes
the positions, assets, and services needed to maintain e-mail services, including software packages, mail proxies or
servers, list servers (e.g., UseNet), and security products specific to e-mail that are not otherwise included in any
other IT service. This service may be provided over the LAN/MAN/WAN (wired or wireless) or other Internet mail
resources (e.g., X.400, X.500, and LDAP) and could allow e-mail access through desktop PCs, handheld devices, email client applications, or other web-browser client devices.
Examples of costs associated with this service include email/messaging software, servers, e-mail administrators
and related staff, and training, consulting services, and technical assistance dedicated to e-mail, messaging, and
calendaring that are not otherwise included in any other IT service. Hand-held devices such as Blackberries should
be reported as follows: device and service plan costs used for e-mail should be reported in E-mail Service; device
and service plan costs used only as a phone should NOT be reported in E-mail Service.
C. Desktop Computing Service
This service enables the use of standard office automation functions. The service includes positions, assets, and
services associated with the acquisition, installation, and configuration of the user’s desktop computing
environment, including PCs (Macintosh and Intel based machines), peripherals connected to desktop PCs, and
standard office automation software (e.g., word processing, spreadsheet, presentations, web browser, project
management). This service includes technical assistance, training, and consulting services specifically related to
Desktop Computing Service. Examples of costs associated with this service include desktop support administrators
and related staff, PCs, software licenses (office automation, automated software distribution, remote desktop
management, anti-virus and encryption software, if included in the standard desktop configuration). Costs
associated with desktop refresh should be included in a footnote.
D. Helpdesk Service
This service includes the centralized or consolidated receipt and resolution of IT system problems for department
users. The service includes the positions, assets, and services that receive, log, dispatch, track, and resolve
customer requests. This service includes dedicated technical assistance, training, and consulting services
specifically related to the Helpdesk Service. Examples of costs associated with this service include helpdesk
operators and related staff, helpdesk servers and software, call center infrastructure, helpdesk training, and
software. This service does NOT include technical support resources required to resolve issues reported to the
Helpdesk; those resources should be allocated to the appropriate IT service being supported.
E. IT Security/Risk Mitigation Service
This service includes the implementation of measures to reduce risk and ensure continuity of agency IT services.
The service includes the positions, assets, and services associated with planning, implementing, directing,
assessing, and coordinating the physical and logical security of all agency information and recovering critical IT and
agency services needed in the event of a disaster. This service also includes the resources needed to test, manage,
and implement business continuity and disaster recovery plans (e.g., Continuity of Operations Plan) but does not
include resources needed to address normal “break/fix” or standard availability requirements. Examples of costs
associated with this service include the security director and related staff, off-site backup systems and procedures
for activating necessary information systems in a new location, training within this activity, security consulting
services, security policy, security systems, and specific security hardware and software tools not included in any
other IT service. Examples include proxy servers used to control Internet access and encryption hardware and
software, if NOT included in the standard desktop configuration.
F. IT Support Service for Agency Financial and Administrative Systems
This service enables users to perform the fiscal, administrative, and executive management support functions of
the agency. Typical functions include accounting and general ledger, procurement and contract management,
property management, human resources, forms management, correspondence tracking, legislative affairs, and
planning and budgeting. This service includes the positions, assets, and services associated with the operation and
maintenance of the systems that support the agency‟ s fiscal, administrative, and executive management support
functions. Examples of costs associated with this service include personnel, hardware, and software needed to
maintain and operate agency performance monitoring and various tracking systems used by the agency executive
management team, and the agency-based business systems that receive data from or provide data to the State‟ s
enterprise administrative systems (e.g. FLAIR, LAS/PBS, PeopleFirst, SPURS, and MyFlorida Marketplace). IT
personnel that directly support the State‟ s enterprise administrative systems, but are not in agencies that own
these systems, should also be included in this service.
G. IT Administration and Management Service
This service enables the management and administration of the agency‟ s IT program or function that is
responsible for prioritizing and tracking IT projects as well as the planning, developing, managing, and operating
of agency IT systems. The service includes the positions, assets, and services associated (in whole or in part) with
IT planning, budgeting, and investment control, IT procurement and contract management, IT project planning and
management, and the overall coordination of IT work in the agency. Examples of costs associated with this service
include the positions of Chief Information Officer, Data Center Director, IT managers, and administrative staff for
the IT organization. The operational costs should include the systems used for budgeting, accounting, personnel,
and customer relations activities directly related to IT, and for research and development not specifically included
in any other IT activity. It also should include costs associated with agency management participation in IT
management and investment control activities. Costs for plant and facilities, such as data centers, computer rooms,
data center office space, and related lease, maintenance, insurance, and utility costs should be included.
H. Portal/Web Management Service
The Portal/Web Management service enables the publishing of an agency‟ s standard information for its employees
and the public. This service involves the development, maintenance, operations, and support of an agency's
Internet and intranet web presences. It establishes and maintains the accessibility of the agency's web presence,
and enables web-based transaction and reporting systems to be made available to employees and the public for
beneficial and convenient processing of information. This service includes the establishment and operation of
general website search capability, web analysis tools, and content management functionality. Costs specifically
related to a strategic IT service should be reported with that strategic IT service.
Examples of costs associated with this service include personnel, hardware, and software needed to maintain and
operate the agency portal. Portal/web developers, graphics developers, content managers, web security officer, and
webmaster would be associated with this service. Other costs include consulting services, web development tools
and software licenses, search engine products, portal/web language translation, servers, firewalls, bandwidth, and
training specifically for the portal/web and not included in any other IT service.
Section III. NON-STRATEGIC IT SERVICE REQUIREMENTS WORKSHEETS
The service requirements worksheet is a Microsoft Word form for identifying the specific characteristics and
requirements of an IT service. A service requirements worksheet must be completed for each of the non-strategic IT
services. For each question, enter the agency answer in the yellow space provided in the worksheet. This section is
organized into two parts. Part A provides general guidance intended to clarify the type of information being
requested in each major question area. Part B addresses the specific questions unique to each IT service.
A. General Guidance for All Requirements Worksheets
1. IT Service Definition
This section identifies who provides the service and who uses the service. If the Department of Management
Services provides the service, agencies (except DMS) would indicate “Another State Agency.” An external service
provider is an entity outside of state government that provides an IT service. Contractors that augment agency FTEs
should be considered as “agency staff” in the answer list. If any other agency or an entity outside of the agency
(public or outsourced service provider) uses an IT service, indicate those users appropriately. Number of users
and number of locations served often are key drivers in the type of requirements that must be met. A reasonable
estimate of the number of users of a service is sufficient for this section. For example, 2,523 employees should be
rounded down to 2,500. If the public uses a service, estimate the approximate size of the user groups (e.g.,
100,000 real estate brokers). The number of locations refers to physical buildings in a city. A “hosting location” is a
physical place where the agency‟ s assets and resources that provide the service are located. For example, a
hosting location for Network Service could be an agency‟ s main office building or a district office that provides
space for LAN or WAN servers and equipment, or for personnel who administer or maintain the network service. A
hosting location for E-Mail Service would be any location that actually provides mail and mail routing services, not
simply replicated mail data.
2. Services Unique to Agency
This section asks questions about alternate sources of IT services. Agencies are urged to carefully consider the
answers to these questions and explore sourcing options, particularly to fulfill new or expanded service level
needs. If an agency knows that an IT service is available from a source other than the internal agency provider or
the current external service provider, then indicate whether the service is identical or similar to the one used by the
agency. If an agency knows the service is not available from another source, answer “No” to question 2.1. Then
agencies are asked to describe both sides of a potential business case for changing to another service provider:
 one option for maintaining the current method of providing the IT service
 another option for changing the sourcing of the IT service.
NOTE: Leaving it blank or putting “N/A” are not acceptable responses to the questions in this section of the Service
Requirements Worksheet.
3. IT Service Levels Required to Support Business Functions
This section collects data regarding the specific IT service levels needed to support the agency‟ s business
functions. While the IT service provider will be the source of many of the technical details for these questions, the
agency management team should validate that the indicated service levels are required and adequate to enable
them to meet the agency‟ s policy objectives.
Service Level Requirements. A service level agreement is a formal,
written agreement executed between a service provider and the customer(s) that documents agreed-upon metrics
or objectives of a service output that are required to support the agency. An informal agreement is one that is not
explicitly documented and may only be understood or inferred from verbal communication, related documentation,
or common knowledge. If an agency has negotiated formal or informal service level agreements with the service
provider, the agency must identify the major metrics or objectives that are used to determine compliance with the
agreement. Regardless of whether formal, written Service Level Agreements are in place, it is imperative that
agencies include specific business-driven service requirements, since this information may be important in
justifying additional costs needed to meet the business requirements. Availability. In general, questions 3.2.1 and
3.2.2 relate to the availability of the IT service and the impact of unplanned outages on the agency‟ s business.
Indicate when the service is needed in terms of hours and days of the week and when the service can be down for
maintenance. If more than one IT system or application is included in a service, indicate when the largest or most
critical IT system(s) must be available. Agency-Unique Service Requirements. Agencies should identify any unique
required characteristics of an IT service to include any applicable constitutional, statutory, or rule requirements.
This is a very important section because differences in business requirements and level of services can
account for differences in service costs among agencies. Security and Privacy Requirements. These questions
are designed to identify specific policies, restrictions, and requirements relating to security or privacy of the data
included in the systems of applications in the IT service.
4. User/Customer Satisfaction.
The objective of this section is to determine how the IT service is measured and reported to agency management,
and whether the current service levels adequately meet the agency‟ s business needs. This feedback is essential for
validating the service levels and funding requirements to meet the changing needs of the agency over time. This
section also asks for a list of current and planned IT projects with a total cost of $500,000 or more that will directly
affect the IT service.
5. Additional Information.
This section collects the data identifying the specific funding source(s) used to fund the IT service. Additionally,
Question 5.2 allows the agency to provide comments and any other pertinent information that would help the
Governor‟ s Office and the Legislature understand the scope, limitations, and special circumstances related to
providing a specific IT service. This is another opportunity for agencies to explain any unique characteristics or
requirements of an IT service that could explain why costs may be different that the cost for the same service in
another agency.
B. Specific Guidance Relating to Specific Non-Strategic IT Services
Each non-strategic IT service requirements form asks the agency to identify any major commercial hardware and
software and/or the major systems or applications that are associated with the service. Identify the hardware or
software item with its commercial brand name and version/type. Major systems and applications should be named
with their full application or system name (not just the acronym).
1. Network Service. Connectivity, bandwidth, and the number of sites or locations that require the service
generally determine the scope of the Network Service. Question 1.7 requests identification of the specific nature of
the WAN connections included in the service. Question 3.3.3 requests any standards that have been established for
minimum or optimum bandwidth requirements for agency locations.
2. E-Mail, Messaging, and Calendaring Service. No additional service-specific questions are included in this
section.
3. Desktop Computing Service. No additional service-specific questions are included in this section.
4. Helpdesk Service. Question 1.5 asks agencies to identify all the communication channels through which
helpdesk calls are received and helpdesk assistance may be rendered. The question contains a Table that classifies
problems into three types: simple, moderately complex, and complex. It then asks whether the Helpdesk Service
addresses activities for each of the problem types. For example, if an agency‟ s Helpdesk Service receives and logs
calls, handles all simple problems, refers more complex calls to others for resolution, and tracks and reports on the
resolution of calls, it would complete the table as follows:
Question 3.2.3 is unique to this service. It asks agencies to estimate the average monthly volume of helpdesk
calls/cases/tickets. This number should come from the helpdesk(s) or service desk(s) of the agency. If an agency
has de-centralized or specialty helpdesks, then the agency should enter the estimated aggregate call volume
requesting technical assistance throughout the agency and should note this in Question 5, “Additional Information”.
The Florida Legislature
Help Desk Action
Simple problems
Accepting & logging
Referring/escalating
Tracking and
reporting
Resolving/closing
x
Cost Element
x
Governor’s Office of
Policy & Budget
Moderately
complex
problems
x
x
x
Complex
problems
x
x
x
x
Standard Units
(Footnote Non-
standard Units)
Hardware
Personnel
Plant and Facility
External Services
Other
Term
Apportioned Cost
# of Platforms
# of full-time equivalent positions
Square Footage
# of Vendors/Contracts
n/a Footnote required for all
entries
Definition
A cost that is equitably shared by a number of
business units (an indirect cost).
5. IT Security/Risk Mitigation Service. [The requirements for this IT service focus on timing and preparedness
for responses to natural or man-made disasters and emergencies. This IT service also addresses the prevention,
loss, and restoration of critical data by internal and external IT security threats and “hackers.”] Move first 2
sentences to p.7. Question 3.2.2 requests information describing how quickly the IT resources need to be available
to support essential agency services, e.g., according to the agency Continuity of Operations Plan (COOP). Question
3.2.3 requests information about testing the disaster recovery plan.
6. IT Support Service for Agency Financial and Administrative Systems. No additional service-specific
questions are included in this section. However, when answering the IT Service Level questions (in item 3), refer to
the largest and most dominant or critical IT system. If there is more than one major system in this IT service that
has significantly different service level requirements, please note these specific differences in Question 5,
“Additional Information.”
7. IT Administration and Management Service. No additional service-specific questions are included in this
section. While there may be some small systems and applications associated with the IT Administration and
Management Service, most of the associated resources will be human resources. Smaller agencies may not have
specific systems dedicated to IT planning, budgeting, accounting, or other administrative functions directly related
to IT.
Section IV. NON-STRATEGIC IT SERVICE COSTS WORKSHEETS
A. General Guidance for All Costs Worksheets
Each of the IT services has a corresponding IT Service Costs Worksheet. These worksheets require the agency to
identify and allocate from its current year recurring budget and estimate for FY 2009-10 the level of funding for
each of the specified IT services. Agencies should use the LAS/PBS column G64 minus G65 as a reference for the
recurring agency base budget. While each of the cost worksheets is nearly the same, the Network Service and
Desktop Computing Service worksheets include additional data input requirements for hardware specific to these
services. To begin completing the IT Service Costs Worksheets, open the Microsoft Excel spreadsheet template file
and save it under a folder and file name. For your convenience, the template includes the file name, with its path,
in the lower left corner of each IT Service Costs Worksheet. Complete the Network Service worksheet to
automatically populate those same cells on the other worksheets. This information can be overwritten on the
subsequent worksheets, if necessary.
Figure 3. Typical IT Service Cost Worksheet
The cells that are highlighted in yellow are for data entry and editing; all other cells in the Schedule IV-C IT
Service Costs Worksheets are locked. This has been done to prevent inadvertent data entry and to preserve cell
references, formulas, and formatting.
Resources that are shared among two or more IT services should be
allocated appropriately among the services. Resources that do not meet the definition of a non-strategic service
and that are dedicated to a strategic IT service should be reported under that strategic IT service. For example, a
PC that does not “enable the use of standard office automation functions” and is dedicated to a strategic function
(such as a scan station for a strategic business system) should be reported under the strategic business system for
which it is used. Costs of any service meeting the definition of a Non-strategic IT service, but that DIRECTLY result
from strategic business requirement, should be reported in the non-strategic service, but may be explained in
Footnotes. Assumptions associated with any resource allocation should be carefully documented to help ensure the
cost estimation is repeatable. To better identify IT costs, it is useful to understand what typically is included or
identified as IT. For the purposes of this data collection effort, IT includes:
 all computers with the human interface
 all computer peripherals which will not operate unless connected to a computer or network
 all video and data networks including the equipment, staff, and purchased services necessary to operate them
 all salary and benefits for staff whose job descriptions specifically include technology functions such as network
services, applications development, and systems administration
 all technology services provided by vendors or contractors
 operating costs associated with providing information technology
 all costs associated with developing, purchasing, licensing, and maintaining software.
Discretionary expenses relating to an IT service should be included in the cost of the service. However, an agency
should not include costs that are expected to be paid with non-recurring funds.
B. Cost Worksheet Data Requirements
The Schedule IV-C Cost Worksheets are intended to identify all planned recurring expenditures for IT assets and
resources associated with each IT service, regardless of the state or federal fund source.
1. Service Provisioning -- Assets and Resources (cost elements) Column
The data reported for each Cost Element should reflect recurring current year budget expenditures plus any
planned changes in the recurring funding levels for each service for FY 2009-10. The following are the titles that
appear in the rows of the Cost Elements column, with a general description of the types of assets and resources
that would typically be identified with each:
(a) Personnel
Three Personnel Cost Elements appear in every IT service. They identify the aggregate number of State Positions,
Other Personnel Service (OPS), or Contractor Positions allocated to each IT service. This is an aggregate number of
all personnel assigned on a full- or part-time basis to operate or maintain the IT service. It can include positions
that are assigned on a part-time basis to more than one IT service. Full-time equivalent (FTE) positions should be
rounded to the nearest .25 FTE. The three subcategories for personnel appear in Cost Worksheets for each IT
service:
1. State FTE
This total should reflect the total number of FTE positions (filled and vacant) in the budget that are required to
provide the service. Overtime or on-call costs should be included and associated with the IT service that requires
the resource. The cost figure should reflect the actual cost of salaries and benefits for the filled positions. For
vacant positions, the cost figure should include the salaries and benefits as appropriated, and be reported in the
appropriate IT service to which the position is assigned. Special circumstances related to vacancies should be
documented in Footnotes.
Note: The standard expense package associated with each FTE (if provided) is not entered here, but rather in the
“Other” cost element (unless there is another cost element where the standard expense package is specifically
applied). The values identified for the standard expense packages must be clearly broken out within the footnote
for the cost element.
2. OPS positions
Full- or part-time OPS positions that are paid from the State payroll system for your agency should be counted in
this category. (If OPS funds are used to pay a contractor, those positions should be reflected under “Contractor
FTE” below.)
3. Contractor positions (staff augmentation)
The positions in this category are used to augment existing state FTE and OPS staff on a full- or part-time basis.
Contractor positions may be paid from the OPS category but are not paid from the State payroll system.
(b) Hardware
This Cost Element appears in every IT service but the specific hardware items listed on the cost worksheets vary
between the IT services. The subcategories for hardware cost elements and the information to be provided are
listed below:
1. Servers
This Cost Element appears in each of the non-strategic IT services. It should include the number of physical
mainframe platforms, UNIX servers, other mid-range servers, and Intel-based servers the agency has purchased or
leased to provide the IT service. Agencies should indicate the number of logical servers in a footnote, if partitioned
or virtual servers are used to provision the IT service.
2. Servers - Maintenance & Support Services
This Cost Element appears in every IT service. It aligns with the server hardware identified above, focusing on
identifying maintenance and support costs associated with the server platforms needed to provide the IT service.
3. Network Devices & Hardware
This Cost Element only appears in Network Service. It should include any routers, data storage, cabling, switches,
hubs, etc., associated with providing LAN and WAN services.
4. Wireless Communication Devices & Related Hardware
This Cost Element only appears in Email Service. It should include all the devices and associated infrastructure that
are provided specifically to support email and messaging functions in a wireless environment.
5. Desktop Computers
This Cost Element only appears in Desktop Computing Service. It should include all the agency‟ s desktop
computers. Agencies should consider their current desktop replacement strategy (or developing one if it does not
exist) and include any planned expenditures for technology refresh in FY 2009-2000 on the cost worksheet.
6. Other Hardware Assets
This Cost Element appears in every IT service. It is available for the agency to identify any other hardware assets
that constitute a significant cost to the IT service. Items that may be considered in the other cost element will
include, but not be limited to, system management workstations, printers, scanners, and backup power supplies.
(c) Software
This Cost Element appears in every IT service. It will identify any software purchases or leases, and maintenance or
support costs. The list of software would include, but not be limited to: 1) operating systems for all platforms (e.g.,
mainframes, mid-range servers, Intel-based servers, and laptop and personal computers, if operating system cost is
not included with servers); 2) system tools and utilities (e.g., any software for database management, application
development, firewall/security software/authentication, configuration management, backup/recovery, network
management, system management); and 3) applications (e.g., messaging/email/groupware, HR/time keeping,
accounting/general ledger, data warehousing/data mining, imaging/document management, portal, and web
content management). If software, such as an operating system or system utility, is included by the vendor as a
portion of the hardware costs and does not have a separate cost, the cost of such software should be included with
the appropriate hardware cost elements.
(d) External Service
This Cost Element appears in every IT service. It will include any service provider external to the agency (e.g.,
consultants or other agencies), which provides any portion of the IT service. For example, the Department of
Management Services typically provides the SUNCOM and Routed Transport Service (RTS) for the WAN Service. The
quantity and cost data associated with the External Service cost element would be the number of vendors providing
contractual services and the total cost. The external services could include, but not be limited to: 1) Internet Service
Provider and Internet services, 2) LAN and WAN connection services, 3) wireless network and communication
services, and 4) disaster recovery services.
(e) Plant & Facility
This Cost Element involves the assets and resources associated with data centers, computer/server rooms, and
office spaces associated with the management and administration of the IT service. This cost can include lease
payments, maintenance fees, insurance premiums, and charges for HVAC and utilities. The quantity will represent
the square footage dedicated to delivery of the IT service. The footnote should briefly describe how the agency
manages and pays for the Plant & Facilities resources and the number of dedicated Data Centers or
Computer/Server Rooms that are included in the reported cost and quantity figures.
(f) Other
This Cost Element appears in every IT service. It will include any “Other” significant agency cost element for the IT
service that is not specifically included in the Hardware, Software, Personnel, Plant and Facility, or External Services
cost elements. This may include entries for required expenses and discretionary expenses. Because the “Other”
cost element could be used to identify a wide range of expenses associated with each IT service, the footnotes
must be used to document significant expenses being identified within this cost element. The footnote should
itemize major expense and the amount it contributes to the total recorded in “Estimate for Fiscal Year 2009-10”
column for this “Other” cost element.
2. Footnote Number Column
This is the number of the footnote line that provides necessary clarification or explanation for the corresponding
cost element. Footnotes should be used to document assumptions and provide details on what the agency is
including with the Cost Element rows. At a minimum, agencies should include footnotes that identify:
(a) Individual items and their costs that are consolidated in any Cost Element row
(b) Number of logical servers, if different than the number of physical servers used to provision the IT service
(c) Types of positions and approximated breakouts by number or percentage of total for FTEs reported in the
Personnel Cost Elements
(d) The type or scope of services reported in the External Service Provider(s) Cost Element
(e) The number of Data Centers and Computer/Server Rooms associated with the Plant & Facility square footage
reported for an IT service.
3. Assets & Resources Apportioned to this IT Service in FY 2009-10 Column
(a) Number Used for this Service
This is the total number of assets or resources that will be used to provide the specific IT service in the upcoming
fiscal year from the agency‟ s recurring current year budget. For example, the value
entered in this column for Personnel costs reflects the number of State FTE or OPS or Contractor positions that
enable the service. Although the number provided may be 10 FTE, this figure could represent the part time
participation of more than 10 employees (i.e., 20 part-time employees could equal 10 FTE).
(b) Number with costs in FY 2009-10
This is the number of assets or resources that will be used to provide the specific IT service in FY 2009-10 and will
require funds in the agency‟ s
recurring
budget. The number in this
column
may be the same as the number
in the
“Number used for this service”
column
discussed in the preceding
paragraph. For example, the
Help Desk Action
Simple problems
Moderately
Complex
agency
complex
problems
must pay the salaries every year
for the
problems
10 FTE that provide the service.
However,
& logging
x
x
x
some situations (usually related Accepting
to
Referring/escalating
x
x
procurement of hardware or
software
Tracking and
x
x
x
assets) do not occur every year. reporting
In these
x
cases, the “Number used for this Resolving/closing
service”
column would be more than the
“Number
Standard
Unitsto (Footnote
with costs in FY 2009-10” column.Cost
For Element
example, the agency may use
10 servers
provideNonthe service, but is
standard Units)
planning to replace three of the servers with recurring budget funding
in FY 2009-10. In this case, the quantity of
Hardware
# of Platforms
servers in the “Number used for this service” column would be 10, and the “Number with costs in FY 2009-10”
Personnel
# of full-time equivalent positions
column would be three.
Plant and Facility
Square Footage
(c) Estimated IT Service Costs Columns
External Services
# of Vendors/Contracts
For FY 2009-10, the Schedule IV-COther
worksheets include the estimatedn/a
recurring
budget
Footnoteagency
required
for all required to provide
the non-strategic and strategic IT services identified by the agency. entries
The funding for IT service costs should be
based on the recurring agency budget as reflected in LAS/PBS column G64 minus G65.
1. Column A: Initial Estimate for Fiscal
Term Year 2008-09 (submitted OCT 2007)
Definition
The Florida Legislature
Apportioned Cost
Governor’s Office of
Policy & Budget
A cost that is equitably shared by a number
unitsSchedule
(an indirect
cost).
This column should contain the cost figures that were reported in your agency‟ s business
FY 2008-09
IV-C
Apportionment
To
divide
and
assign
in
just
proportion; to al
submission. If your agency did not submit a Schedule IV-C for FY 2008-09, this column should contain the cost
as,
to
apportion
costs
among
various elemen
figures that were reported in your agency’s FY 2007-08 Schedule IV-C submission.
Asset
Component of a business process. Assets ca
2. Column B: Estimated FY 2008-09 Allocation of Recurring Base Budget (based on LAS/PBS Column G64 minus
include people, facilities, computer systems,
G65)
networks, paper records, fax machines, etc.
Availability
Budgeting
Contractor
Cost
Cost Effectiveness
Cost Elements
Ability of a component or service to perform
required function at a stated instant over a s
period of time. It is usually expressed as the
availability ratio, e.g., the proportion of time
the service is actually available for use by the
customers within the agreed service hours.
The process of predicting and controlling the
spending of money within the agency and
involves a periodic cycle to set budgets (usu
annual).
A person or business which provides service
an agency under terms specified in a contrac
Unlike an employee, a contractor is not
considered an employee of the State.
The amount of expenditure (actual or estima
incurred by, or attributable to, a specific bus
unit.
Ensuring that there is a proper balance betw
the quality of service and expenditure. Any
investment that increases the costs of provid
IT services should always result in enhanced
service quality and/or quantity.
The constituent parts of costs according to t
factors upon which expenditure is incurred (
materials, labor and expenses). In estimatin
cost of assets and resources, it is useful to
categorize costs to ensure that they are corr
identified and managed. This categorization
should use consistent and easily understand
cost types. For producing ITSM data, the cos
types are grouped into the following six type
Personnel costs
Hardware costs
For the statewide non-strategic IT services included in the FY 2008-09 Schedule IV-C, enter the cost data, adjusted
for any anticipated changes in the current fiscal year. Significant changes from the previous column should be
clearly noted and explained in a footnote. If your agency did not submit a Schedule IV-C for FY 2008-09, this
column should contain the cost figures that were reported in your agency’s FY 2007-08 Schedule IV-C submission.
3. Column C: Estimated FY 2009-10 Allocation of FY 2008-09 Recurring Base Budget (based on LAS/PBS Column
G64 minus G65)
This column should identify the total funding from the agency‟ s recurring budget that is expected to be allocated
for each cost element to enable or provide the IT service. If the agency plans to use recurring funding for
technology refresh, the cost of the planned purchases should be included in the figure for FY 2009-10, with a
footnote indicating the level of funding planned for the technology refresh and the estimated number of devices
involved.
4. Column D: Total of Issue w/ net Increase/Decrease of Base
This column is calculated and will not allow data entry. It is Column B (Estimated FY 2008-09 Allocation of
Recurring Base Budget) minus Column C (Estimated FY 2009-10 Allocation of FY 2008-09 Recurring Base Budget).
The value in Column D indicates a change in the planned resources needed for the service.
a. If a significant change is indicated, the agency will need to explain why the increase or decrease in resources is
anticipated and identify the current base budget source of any additional funds. For example, if an agency is
planning a $500,000 upgrade in its e-mail server capacity in FY 2009-10, it should justify the need for this
additional capacity (e.g., increase in number of users or messaging functionality to be supported).
b. If an agency is requesting modification of its base budget (increase, decrease, or transfer of funds) in a D-3A
issue to address an IT service included in the Schedule IV-C submission, it should describe the requested
modification and include the D-3A budget issue number in the footnote. The additional dollars from D-3A issues
should NOT be included in the Schedule IV-C cost worksheets. Agencies should complete the D-3A budget issue
narrative as described in Section 3 of the FY 2009-10 LBR Instructions (placing a “C” in the sixth position of the
issue code number).
c. If the change indicates a decrease in planned costs for a service, the agency should explain how these funds are
expected to be used in FY 2009-10. For example, if an agency plans to complete a $750,000 software upgrade in
FY 2008-09, the agency should provide a footnote that explains how those funds are planned to be re-purposed for
that service or another service. In this case, there also should be a corresponding increase indicated on the cost
worksheet(s) for the identified service(s).
4. Footnotes
Whenever a brief explanation or a short narrative is required, that information should be provided in the Footnotes
section (at the bottom of each worksheet) along with the corresponding footnote number. Since this is a Microsoft
Excel worksheet, text for footnotes is limited to a total of 1024 characters. Fifteen rows are provided for footnotes
on each Cost Worksheet. If more space is required, additional footnotes can be provided in a separate attachment
that should be clearly identified as supplemental information related to the cost worksheet for the specific IT
service.
5. Estimation Methodology for IT Services Costs
Many agencies will already have a consistent methodology that is used to plan and estimate their operating IT
resource needs. However, this section provides some additional guidance for estimating IT costs to complete the
Schedule IV-C IT Costs Worksheets. The estimation method should be applied in a manner consistent with the
processes used to develop an agency budget as contained in the LBR instructions. Agencies should consider how IT
is and can be used to fulfill their mission, goals, and objectives as established in their Long Range Program Plans.
Agencies should carefully document the assumptions and methods used to estimate their IT service costs so the
process can be used for planning and estimation in subsequent years. The estimation process should not be so
complex that it creates workload that does not justify the value of the information created. The following steps
are suggested as a method of identifying the costs for the Schedule IV-C worksheets. Be sure to write down the
method and any assumptions used to estimate shared resources to improve repeatability and reliability of the
process.
(a) Hardware. Identify the hardware used to provide the service (in terms that appear in applicable hardware
procurement documents or maintenance contracts). Determine whether any other services use the same hardware
components and identify a reasonable method to estimate funding requirements for shared resources (e.g., number
of users or percentage of use). Document the method and assumptions used to estimate the shared resources. If
no other services use the hardware, record the number of units and the cost under the appropriate hardware
category.
(b) Software. Identify the software used to provide the service (in terms that appear in applicable license or
software maintenance agreements). Determine whether any other services use the same software, and identify a
reasonable method to estimate funding requirements for shared resources (e.g., number of users or percentage of
use). Document the method and
assumptions used to estimate the shared resources. If no other services use the software, record the number of
types (titles) of software and the cost in the software category.
(c) Personnel. Identify the personnel that work on the systems or that provide the service directly. Break out State
FTE, OPS, and Contractors (staff augmentation). Determine whether any other services use the same staff and
estimate the percent of time devoted to the service, rounding to the nearest .25 FTE per service. Document any
assumptions used to estimate shared resource percentages. If no other services use the staff resources, record the
number of staff and the associated cost for each category of personnel.
(d) External Service Providers. Identify any external service providers that support the service (in terms that appear
in a service contract). Determine whether the service provider is used to provide any other services and identify a
reasonable method to estimate funding requirements for shared resources (e.g., number of consultants or number
of hours planned for each service). Document the method and assumptions used to estimate the shared resources.
If no other services are involved, record the number of external service providers and the cost in the external
service provider category.
(e) Changes & Assumptions. Identify and estimate any planned increases or decreases in service capacity or costs.
State the assumptions or constraints associated with these planned changes.
Section V. SUMMARY WORKSHEET BY PROGRAM AND BUDGET ENTITY
A. General Guidance for the Budget Entity Worksheet
The Budget Entity worksheet (Figure 4 below) identifies budget entities that provide funding for each of the
agency‟ s IT services. The portion of the worksheet at the bottom of the page is automatically populated with data
provided on each of the individual IT Service Costs Worksheets. The bottom lines show the cost and FTE totals for
each IT service. The cells shaded “orange” (I2 through P3) are totals automatically calculated from the data entered
for each IT service (the yellow cells). Row 2 shows the percentage of the IT service cost that has been associated
with one or more budget entities. Row 3 shows the total amount of recurring agency budget that has been entered
for each service. In a completed Schedule IV-C submission, the percentages in Row 2 should be 100 percent, and
the totals in Row 3 should equal the IT service cost totals at the bottom of the sheet.
Figure 4 -- Summary Worksheet by Budget Entity
B. Worksheet Instructions
1. Enter the names and codes for the Budget Entities and the corresponding Program Components that provide
funding for each IT service into the worksheet. The Budget Entity Name, Budget Entity Code, Program Component
Code, and Program Component Name are entered respectively into columns B, D, E, and F of the worksheet. These
entries should be consistent with the LAS/PBS budget entity and program component titles and codes for your
agency.
2. Identify the funding level from each budget entity used to provide/support each IT service. For example, if an IT
service is funded through multiple budget entities, the estimated proportion of funding provided by each budget
entity should be listed.
Section VI. INSTRUCTIONS FOR STRATEGIC IT SERVICES
This section discusses the worksheets that are required for agencies updating Schedule IV-C data relating to
strategic IT services. Section VI is designed to help an agency define and plan for its complete catalog of strategic
and non-strategic IT services. Taken together with the non-strategic services in the initial Schedule IV-C
submission, the cost and service requirements information will represent the estimated total recurring budget for
IT operations in the agency. The result of sub-sections A, B, and C below will be a complete list that names and
describes each IT service and identifies the IT systems or applications that are associated with each strategic IT
service. Strategic Services are IT services that directly enable the agency’s statutory or constitutional responsibilities
and policy objectives; are usually associated with the agency’s primary or core business functions; and generally
differentiate one agency from another. There are two worksheets that assist in developing the listing of strategic IT
services. The first worksheet (Worksheet SC-1) lists the major business functions or programs for your agency and
the IT systems that are used to support these programs or functions. The second worksheet (Worksheet SC-2) has
the IT service definitions for each of the strategic services derived from the information on Worksheet SC-1. The
same principles and procedures used in completing the service requirements worksheets and cost worksheets for
the non-strategic IT services also apply to the strategic services and the Web/Portal management non-strategic
service in this section. Subsections D and E highlight some unique characteristics associated with the service
requirements and cost worksheets, respectively, for these services. The Budget Entity Worksheet discussed in
subsection F will work the same as described in Section V.
A. General Information on IT Service Catalogs
An IT service is one or more IT systems that enable a business function and is perceived by the customer/user as a
cohesive whole. A comprehensive list of an agency‟ s strategic and non-strategic IT services is called an IT Service
Catalog. When completely built, an agency‟ s IT service catalog includes the comprehensive listing of the IT
services, and a description of the service features and associated service level requirements needed to support the
agency‟ s business functions. The IT service catalog should be as specific, clear, and complete as possible to help
executive management, business unit managers, and IT managers understand what IT services are considered
necessary and their associated costs.
B. Instructions for Completing Worksheet SC-1
This worksheet is provided as a tool to assist agencies in organizing and grouping their major IT systems into IT
services. Remember: An IT service is one or more IT systems that enables a business function. We are suggesting
that agencies list their strategic business functions and then identify and briefly describe associated IT systems that
support and enable them. The “Notes” column is used to help associate the various IT Systems into appropriate IT
services. Agencies that submitted a Schedule IV-C for their strategic services for FY 2008-09 do not need to
complete this form. Agencies that are submitting the Schedule IV-C for their strategic IT services for the first time
are encouraged (but are not required) to complete this form. Only the Listing of Strategic IT Services (Worksheet
SC-2) is required for the Schedule IV-C submission.
Figure 1 – Schedule IV-C Worksheet for Listing Agency Business Functions and related IT Systems
1. Name of Agency Business Function or Process
Enter the name of the major business functions or processes performed in your agency. There is no “magic” in the
number of business functions and processes to be identified; some agencies may have only two or three major
functions or processes, and others may have eight or ten. Agencies should use organizational charts or other
agency artifacts to ensure that all strategic business units are identified.
2. Identify Major IT Systems for Each Business Function
Enter the name or acronym of the major IT systems used to support the agency business function in the first
column labeled “Name of Agency Business Function.” A single system can support more than one functional area.
Agencies may want to validate this information and ensure that all applications in their IT systems inventory are
included. Agencies do not need to account for very small applications that may reside on individual desktops.
3. Description of IT Systems/Applications
Provide a short and concise description of the purpose of each listed system. The description should be no more
than 1 or 2 sentences and should describe the system in business terms from a user‟ s perspective. Avoid technical
terminology. Example: The Florida Abuse Hotline Information System (FAHIS) provides 24-hour tracking of child
and adult abuse reports, aids in locating prior abuse reports, and supports case documentation. FAHIS provides
access to the Hotline operators for case information retrieval and data entry/edit, management level reporting, and
data interfaces to the HomeSafenet system.
4. Notes for logical service grouping
Use the far right column to add comments or make notes that can assist your team in developing logical groupings
of one or more IT systems that
may be seen from the customer‟ s perspective as a cohesive whole. (The customer is the user of the system.)
Select a name that denotes the theme of the service. Sometimes a very large system, e.g., FLORIDA or FLAIR, may
comprise an entire service. While there is no “rule” for the number of strategic IT services that an agency might
identify, an agency typically would not have more than 10-12 strategic IT services. The Schedule IV-C includes 15
blank strategic IT services cost worksheets. During the course of this exercise, if an agency identifies an agencyspecific non-strategic IT service that is not in the pre-defined list in Section II of this document, the agency should
follow the general instructions for strategic services. The agency should name and define the service and report
the service requirements and costs for that service. The definition of any agency-specific non-strategic service
must be unique and cannot replace, reduce, or otherwise alter the definitions or information provided for any of the
non-strategic IT services defined in Sections II.
C. Instructions for Completing the Listing of Strategic IT Services (Worksheet SC-2)
Remember: An IT service is one or more IT systems that enable a business function and is perceived by the
customer/user as a cohesive whole.
Figure 2 – Worksheet SC-2
1. Name the strategic IT service
Enter the name of each strategic IT service in the top box in each section of Worksheet SC-2.
2. Define the strategic IT service
The definition for the strategic IT service should describe, in non-technical terms, the “end-to-end” service that the
user/customers see as enabling or providing information required for their work. If there are requirements for the
IT service that are based on federal or state statute or rule (e.g., key features, availability, data security), the
definition should include a reference to those applicable statutes or rules.
3. List systems associated with the strategic IT service
Enter the name of each IT system (from Worksheet SC-1) under the associated IT service. Identify major systems
and applications with its full application or system name (not just the acronym). While a single system can support
more than one functional area, a single system should be included only in one IT service.
4. Identify purpose of the IT systems
In the space under the IT system name, enter the brief system description from the third column on Worksheet SC1.
D. Service Requirements Worksheets
Like the service requirements worksheets for the non-strategic services, designated agencies must complete a
worksheet for each strategic IT service and the Portal/Web Management non-strategic IT service defined in Section
II.
1. Specific Guidance Relating to each IT Service
(a) Portal/Web Management Service. No additional service-specific questions are included in this section. However,
the agency is asked to separate user quantities into Internet and intranet user groups.
(b) Agency-Specific Strategic IT Services. Unlike the eight non-strategic IT services defined in these guidelines, each
agency must develop a summary description for each agency-specific strategic IT service. Agencies submitting the
Schedule IV-C for their complete list of IT services must complete a service requirements worksheet for each of the
strategic IT services identified on Worksheet SC-2 (Listing of Strategic IT Services).
The questions on the worksheet for the agency-specific strategic IT services are the same questions asked for the
non-strategic IT services, with one exception. Question 1.1.1 requests the agency to include the definition for the
service, as provided on Worksheet SC-2.
E. Cost Worksheet Data Requirements
1. Hardware Assets and Resources
With the inclusion of strategic IT services and the Portal/Web Management non-strategic IT service, the FY 2009-10
Schedule IV-C Cost Worksheets will identify all planned expenditures for IT assets and resources from recurring
funding. The Cost Elements used in the worksheets for strategic services and the Portal/Web Management nonstrategic IT service are nearly the same as those for non-strategic IT services, except for some additional hardware
cost elements as described below:
(a) Servers - Mainframe
This Cost Element appears in each of the strategic IT services. It should include the mainframe platforms needed to
provision the IT service.
(b) Servers - Other than mainframe
This Cost Element appears in each of the strategic IT services. It should include the UNIX servers and other midrange servers, and Intel-based servers the agency has to provision the IT service.
(c) Servers - Maintenance & Support Services
This Cost Element appears in every IT service. It aligns with the server hardware identified above, focusing on
identifying maintenance and support costs associated with the server platforms needed to provide the IT service.
2. Plant & Facilities Assets and Resources
As described in Section IV, the Plant & Facility Cost Element involves the assets and resources associated with data
centers, computer/server rooms, and office spaces associated with the management and administration of the IT
service.
3. Assets & Resources Apportionment
Agencies will apportion assets and resources and complete the columns on the cost worksheet according to the
methodology described in Section IV. The number of resources that correspond to the each cost element should be
entered in the appropriate columns. Cost data for the strategic IT services and the Portal/Web Management nonstrategic IT service should be completed as follows:
(a) Initial Estimate for Fiscal Year 2008-09 (submitted OCT 2008)
Agencies that submitted a Schedule IV-C for their entire IT Service catalog should report the cost figures that were
reported in your agency‟ s FY 2008-09 Schedule IV-C submission. Agencies submitting a Schedule IV-C for their
entire IT Service Catalog for the first time for FY 2009-10 need not complete this column. If your agency did not
submit a Schedule IV-C for FY 2008-09, report the cost figures from your agency’s FY 2007-08 Schedule IV-C
submission.
(b) Current Year Estimated Recurring Expenditures (based on funding from Column G64 minus G65)
Agencies that submitted a Schedule IV-C for their entire IT Service catalog for FY 2008-09 should enter the cost
data, adjusted for any anticipated changes in the current fiscal year. Significant changes from the previous column
should be clearly noted and explained in a footnote. Agencies submitting a Schedule IV-C for their entire IT Service
Catalog for the first time for FY 2009-10 need not complete this column.
If your agency did not submit a Schedule IV-C for FY 2008-09, report the cost figures from your agency’s FY 200708 Schedule IV-C submission.
(c) Estimated Allocation of Recurring Base Budget for Fiscal Year 2009-10
This column should identify the total funding from the agency‟ s recurring budget that is expected to be allocated
for each cost element to enable or provide the IT service. As indicated in Section IV, the cost of any planned
technology refresh relating to any of the new IT services reported this year should be included in the figure for FY
2009-10, with a footnote indicating the level of funding planned for the technology refresh and the estimated
number and type of devices involved.
F. Budget Entity Worksheet
The Budget Entity worksheet will work as described in Section V. The bottom of the worksheet will be automatically
populated with the cost and FTE totals for each IT service from each completed IT Service Costs Worksheet.
Section VII. GLOSSARY
This glossary provides definitions for common terms referenced within the Schedule IV-C data collection
worksheets.
The Florida Legislature
Help Desk Action
Simple problems
Accepting & logging
Referring/escalating
Tracking and
reporting
Resolving/closing
x
x
Governor’s Office of
Policy & Budget
Moderately
complex
problems
x
x
x
Complex
problems
x
x
x
x
Cost Element
Standard Units
Hardware
Personnel
Plant and Facility
External Services
Other
# of Platforms
# of full-time equivalent positions
Square Footage
# of Vendors/Contracts
n/a Footnote required for all
entries
Term
Apportioned Cost
Apportionment
Asset
Availability
Budgeting
Contractor
Cost
Cost Effectiveness
Cost Elements
(Footnote Non-
standard Units)
Definition
A cost that is equitably shared by a number of
business units (an indirect cost).
To divide and assign in just proportion; to allot;
as, to apportion costs among various elements.
Component of a business process. Assets can
include people, facilities, computer systems,
networks, paper records, fax machines, etc.
Ability of a component or service to perform its
required function at a stated instant over a stated
period of time. It is usually expressed as the
availability ratio, e.g., the proportion of time that
the service is actually available for use by the
customers within the agreed service hours.
The process of predicting and controlling the
spending of money within the agency and
involves a periodic cycle to set budgets (usually
annual).
A person or business which provides services to
an agency under terms specified in a contract.
Unlike an employee, a contractor is not
considered an employee of the State.
The amount of expenditure (actual or estimated)
incurred by, or attributable to, a specific business
unit.
Ensuring that there is a proper balance between
the quality of service and expenditure. Any
investment that increases the costs of providing
IT services should always result in enhanced
service quality and/or quantity.
The constituent parts of costs according to the
factors upon which expenditure is incurred (e.g.,
materials, labor and expenses). In estimating the
cost of assets and resources, it is useful to
categorize costs to ensure that they are correctly
identified and managed. This categorization
should use consistent and easily understandable
cost types. For producing ITSM data, the cost
types are grouped into the following six types:
Personnel costs
Hardware costs
Software costs
The Florida Legislature
Help Desk Action
Simple problems
Accepting & logging
Referring/escalating
Tracking and
reporting
Resolving/closing
x
Cost Element
x
Governor’s Office of
Policy & Budget
Moderately
complex
problems
x
x
x
Complex
problems
x
x
x
x
Standard Units
(Footnote Non-
standard Units)
Hardware
Personnel
Plant and Facility
External Services
Other
Term
Apportioned Cost
Apportionment
Asset
Availability
Budgeting
Contractor
Cost
Cost Effectiveness
Cost Elements
Customer
# of Platforms
# of full-time equivalent positions
Square Footage
# of Vendors/Contracts
n/a Footnote required for all
entries
Definition
A cost that is equitably shared by a number of
business units (an indirect cost).
To divide and assign in just proportion; to allot;
as, to apportion costs among various elements.
Component of a business process. Assets can
include people, facilities, computer systems,
networks, paper records, fax machines, etc.
Ability of a component or service to perform its
required function at a stated instant over a stated
period of time. It is usually expressed as the
availability ratio, e.g., the proportion of time that
the service is actually available for use by the
customers within the agreed service hours.
The process of predicting and controlling the
spending of money within the agency and
involves a periodic cycle to set budgets (usually
annual).
A person or business which provides services to
an agency under terms specified in a contract.
Unlike an employee, a contractor is not
considered an employee of the State.
The amount of expenditure (actual or estimated)
incurred by, or attributable to, a specific business
unit.
Ensuring that there is a proper balance between
the quality of service and expenditure. Any
investment that increases the costs of providing
IT services should always result in enhanced
service quality and/or quantity.
The constituent parts of costs according to the
factors upon which expenditure is incurred (e.g.,
materials, labor and expenses). In estimating the
cost of assets and resources, it is useful to
categorize costs to ensure that they are correctly
identified and managed. This categorization
should use consistent and easily understandable
cost types. For producing ITSM data, the cost
types are grouped into the following six types:
Personnel costs
Hardware costs
Software costs
Plant & Facility costs
External Service costs
Other
Recipient of the service; usually the customer
management has responsibility for the cost of the