IT Staff Convention 2006: Managing Vendor Relationships

From Provider Wiki

Managing Vendor Relationships

Facilitator: Bill Smith, College House Computing

Notes: Eileen Callaghan, School of Medicine

List of top 5 vendors – http://www.purchasing.upenn.edu

Broken down by Strategic vendors, preferred vendors (gov connection, office depot). Any requests over 5k need a mid-waiver or..Ben Buys process. All contracts signed through purchasing. Great website, wealth of info. Research, event planning, etc.

Equipment Disposal

Disposal is a big issue. There is a feeling that there is no way to dispose of old equipment. Can’t find receiving info…you sign and say you receive, but no serial number, etc. There seems to be no receiving function. What happens at dock? No warehouses, Penn is decentralized. No established process in depts. Go to stockroom, you get info, someone is accountable. No one seems to know.

• Wharton recycles about 1x a year.
• Engineering has lots of racks, solved problem by using SOMA(?)
• Sun Microsystems has good disposal effort. Will take away for Penn. They give a discount, will take theirs and others old equipment.
• Elemental does charge (a lot) but worth it.
• Penn and Health System is implementing online effort
• ISC Classroom Technology has auctions

Warranties and Support

• There is a person from Sun who will come into server room and help you get machines.
• Dell Computer will have an onsite technician on call for Univ to address issues.
• What happens when you call 800 number who doesn’t speak English? Call back with hopes you get someone else.
• IBM does a good job, Dell too – silver support very good.
• Check on Dell’s website for questionnaire that you can take to bump you up in level of attention. Although some report frustration when calling Dell, eventhough the dept has 3 certified people. When they call, they sometimes meet roadblocks.

When you have a need for solution, do you ask vendors?

• Some ask vendors to make presentations. But before they call, they have a general idea of what they want.
• Other: NDA meetings with vendors, thinking to have a Penn-wide NDA.
• Other: would like notification of when a vendor is on campus.
• Other: Web SIG, etc.
• Other: list has become not the proper forum. How about IT Announce to post? Likely note you send goes to moderator who gets back to you. Amy Phillips will organize.

Feedback about Specific Vendors

• IBM laptops very popular. Great warranty. It’s been easy.
• Dell also slow to provide mother board, 4 months wait
• Pleased by Acme in Calif.
• Newig (?) for hubs, etc. Stopped taking PO’s.
• Tiger Direct, CGW, Graybar has very good service. Very good switching prices.

Is anyone using the new security devices for laptops?

Mary Griffin reports: Computrace it’s called (Lojack for laptops). 2 products available. Corp edition is avail from Office of Purchasing and Licensing. Home edition is avail at Computer Conn. Sends signal to their server in Canada it can be tracked. 1k guarantee that if they don’t find in 30 days they give you 1k. Also helps those with HIPPA data. Windows, Linux, Apple for Corp, Home is Windows. $85 for 3-year license. Admin has to be assigned to each dept for this, Penn Police. One person per school must be named. For personal ones, you are responsible. Moderator: they installed it on Mac minis. Will be avail for new students. Can still be found if hard drive is erased. (This is why the police need to be notified.)

What is a good tactic/easing process/reducing time on phone when dealing with vendors?

• Peoplesoft, clear escalating process has been very useful. Phone call is still very important.
• Dell Gold tech support routes you to US-based called center.