AmericanExpressITFindingSummaryBaselining:1.EarlyintheFindingProcessitwasrequestedandagreedthatthefindingresultsbeprovidedintheformofanExcelSpreadsheettoexpeditedocumentationandtheHighLevelAssessmentQuestionnairesprovidedAXPwouldnotbeutilizedexceptforaguideastoinformationneeded.Thiscompressedthefindingsdocumentsresultsintoonedocumentthatcouldthenbeeasilybesharedandpassedamongmultiplepeopleratherthan150+documents.2.Duetodelaysofmultiplereasons,itwasrequestedtoshortentheinformationgatheringcriteriainanefforttoexpeditethegatheringprocess.Thereforeallinfrastructure,helpdesk,andtheirassociatedsupportandperformanceinformationwaseliminatedfromtheprocess.3.OftheinformationcollectedthefollowingwereprovidedbyAXP:a.Organizationfinancialbudgetinformationwasprovidedatatotalbudgetamountonlyandnosupportingdetailwasprovided.ThisinformationwasprovidedforallthreeFC’sandAEFAunit1081.b.TheoperatingbudgetnumberprovidedwassaidtoencompassonlydirectexpensesrelatedtotheassociatednumberofFTEs.TheCostperFTEthereforeisaderivativeofbudgetdividedbythenumberofFTEsassociatedwiththeFC.c.Informationwasprovidedon145+applications.d.ItwasrequestedandstatedmanytimesbyCGE&Ythattheonlyapplicationsrequiredinthereviewwerethoseoutlinedintheintroductionsectionofthequestionnairewhichalignedtothebusinessprocesses(toreducetheamountoftimeandenergyrequiredintheinformationgatheringprocess).TheapplicationinventoryprovidedbyAXPincludedbothapplicationsinscopeaswellasallotherssupportedbytheorganizationandwhichwereout-of-scopeofthisreview.Wehavethereforemadeabestefforttodeterminetheprimaryandsecondaryapplicationsutilizedtosupportagivenbusinessprocess.Asaresultofthis,theassumedinformationinthereviewissubjecttoerror.e.Maintenanceinformationwasprovidedatagloballevelandinmostinstancesspannedmultipleapplications.Nosupportingdocumentationwasnotprovided.Duetothisitwasimpossibletodetermineforagivenapplicationthelevelofvolatilityinvolvedinsupportofthisitem.Forselectapplicationsmaintenancecountswereprovidedwherededicatedstaffandmaintenancetrackingwasinplace.f.ItwascommunicatedthatmaintenancetroubleticketswerenottrackedatadetaillevelandAXPwouldnotbeabletoprovidetheapplication(s)affected,timetoresolve,closurerate,stafftimetoresolve,etc.Thiseliminatedanyaccurateanalysisofstaffutilization,systemvolatilityorapplication/systemmaturity.g.Staffingwasprovidedatagloballevel,aswithmaintenance,andthereforestaffalignmenttoagivenapplicationwas,forthemostpart,impossible.StaffingwasprovidedbyAXPforselectapplicationswherededicatedstaffwasassigned.h.Asageneralrule,mostoftheapplicationswereidentifiedasin-housedevelopedandsupported,butthatavendorwasinvolvedwiththeon-goingsupport.Unlessotherwiseidentified,itisassumedthattheyimpliedIBMwasthevendorprovidingthesupport.i.NoinformationwasprovidedforenhancementordevelopmentactivitywiththeexceptionoftheSQPbudgetnumberanda“global”staffingnumber.Itwasnotdeterminedifthisenhancement/developmentstaffingiscomprisedofAXPinternalstafforablendofcontractorandinternalstaff.j.TheMillenniumandTAPScostdeterminationisaderivativeofthestaffidentifiedandassociatedcostbrokenacrossthethreeaffectedbusinessprocesses.k.ThepricingprovidedforagivenindividualapplicationdoesnotinmostcasesaligntothecostperFTEprovidedbyDelhi.Thisinconsistencyininformationmakesanypricingassumptionshighlysuspect.l.TheOperatingBudgetCostperFTEforBrightonan...
