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The Underlying Reason for High TCO
Where an organization's systems have especially high TCO, its systems were most likely deployed with only the following issues in mind:
Functionality. The capability of a computer to perform the tasks and run the applications required by the user.
Performance. The capability of a computer to respond to user input as quickly as possible (often referred to as system response time).
Capacity. The capability of a system to handle growth in concurrent users, amount of data processed, number of transactions completed, or other metrics.
After the systems were deployed, issues not directly related to these criteria cropped up—issues that proved every bit as important to users over the long term, such as the following post-deployment requirements:
Availability. The system or application is there when the user needs it.
Ease of use. No complicated procedures to learn or remember.
Assistance. If the user has a problem, help is easily accessible.
Security. The user's work is protected from loss or unauthorized access.
In cases where the TCO of a system is unnecessarily high, it's generally because the system or application was designed without taking into consideration the post-deployment user requirements, particularly availability, security, and assistance.