Revenue/(2014)$/92.8B

400,000 Employees

40%'work'remotely

About IBM

Operations/in/over/170countries

Key/Business/SegmentsRemixed'our'portfolio'toward/services,/ software,/and/integrated/solutions

Cloud MobileAnalytics Social

2,800 locations,/12research/laboratories/

worldwide,/+800,000'traditional/endpoints

Security

130,000 Contractors

100,000+ Business/Partners

IT@IBMWorkplace*as*a*Service

Laptops

Laptops/under/management

618,000

Mobile/Devices

Mobile/phones/ &/tablets/under/management

149,000

Printers

Printers/deployed/worldwide/ to/IBM/offices

9,000

Help/Desk

Help/Desk/tickets/per/year

2.4M

STATUS'QUO

• Macs/are/more/expensive

• Macs/are/challenging/expensive/ to/support/

• We/will/have/to/re*factor/the/application/portfolio/ &/retrain/the/help/desk

• We/are/focused/on/cost/take*out,/not/incremental/expense

• We/wish/we/could/give/people/Macs,/but/we/just/can’t/afford/it

WHAT WE MEASURE – MAC VS PC

Ratio/of/support/staff/to/supported/ employees

Workstation/ cost/per/user

Depreciation/cost/per/year///residual value

Deskside labor/costs/due/to/backup/restore/re*image

Number/of/help/desk/calls/tickets

Number/of/battery/replacements

Cost/of/creating/Windows/ images/vs/Standard/MacOS

Cost/of/hard/disk/ encryption

Cost/of/Anti*virus software

Cost/to/cascade/machines/ between/employees

! Licenses/&/Infrastructure

! MacOS &/iOS/Help/Desk/Staff/&/Buildout

! New/intranet/support/portal

! Project/staff///OCM

($)/INVESTMENT

! Reduction/in/hard/drive/encryption/ costs/(native/MacOS FileVault vs/PGP)

! Reduction/in/Antivirus/costs/(Xprotect vs/3rdparty/software)/

! Reduction/in/support/&/lifecycle/costs/due/to/reduced/help/desk/staff

! Reduction/in/Preload/&/delivery/ due/to/using/standard/MacOS (no/IBM/image)

($)/HARD/BENEFITS

! Productivity/ gains/(time/spent/on/backups/restores,/workstation/performance,/etc.)

! Employee/satisfaction/with/IT

! Recruitment/– ability/to/attract/&/retain/top/talent

($)/SOFT/BENEFITS

BUILDING THE BUSINESS CASE (MAC VS PC)

http://w3.ibm.com/mac

CHANGING THE EMPLOYEE EXPERIENCE (&/EXPECTATIONS)

Macbook/Pro/&/Macbook/AirIntegration/of/Macs/as/a/standard'option'in/the/workstation/refresh/program.

Apple‘s/ first/DEP/customer/(for/Macs)ZeroWtouch configuration/through/CasperSuite/&/Apple‘s/Device/Enrollment/Program/(no/IBM*specific/image)

GETTING TO ZERO*TOUCH,/AUTOMATED PROVISIONING OF MACS

CONTINUOUS IMPROVEMENT

FOCUSING ON THE EXPERIENCE

Before After

FOCUSING ON THE EXPERIENCE

Before After

FOCUSING ON THE EXPERIENCE

Every/dollar/spent/on/help/desk/ avoidance/pays/for/itself/7x

PRINTED WELCOME INSERT

Mac@IBM/App/StoreLeveraging/JAMF/Casper/Suite’s/App/distribution/tools.

Mobile/Device*Like/App/Installation! Auto/compliance/and/configuration! Inventory/and/reporting/of/hardware/and/software! Secure/software/and/content/distribution/

MAC@IBM/APP STORE

IBM'Backup'&'RestoreAUTOMATED SECURE BACKUPS TO THE CLOUD FOR SELF SERVICE RESTORE

WHAT/ABOUT/THE/APPLICATION/PORTFOLIO?DEALING WITH LEGACY/NON*MACOS APPLICATIONS

MOBILE/&/WEB

1

VDI

2

VIRTUAL/MACHINE

3

• Application/ readiness/assessments/are/a/great/way/to/justify/doing/nothing• Let/the/device/rollout/drive/the/application/rationalization/work,/not/the/

other/way/around

Leveraging)the)IBM)Social)Network)•  Social'Business'–'empowered

•  Grassroots'MAC@IBM'Support'Community'

made'possible'by'IBM'Connec=ons

•  Delivered'by'~11,000'IBM'employees,'selfE

directed'MAC'enthusiest,'an'unpaid,'nonE

help'desk'staff

Changing)the)Help)Desk)•  Staffed'differently:'mix'of'exEApple'genius'bar'&'new'

college'grads

•  Measured'differently:'totally'CSAT'focused

•  Different'tools'(=cke=ng'systems,'devices,'enterprise'

social'(IBM'Connec=ons)

•  Help'desk'in'the'eys'and'ears'of'IT'–'Help'Desk'feeds'the'backlog'of'MAC@IBM'engineering'team

HOW’S IT GOING?

MAC'USERS

Percentage/of/Mac/users/who/call/the/help/desk

5%

98.7%

First'Time Call/Resolution

130,000 MacOS &/iOS/Devices

Help'Desk'CSAT

poor ok good superior exzellent

MacOS/&/iOS

PC///Other

85%

53%

1:5375

Ratio'of'Support' Staff'to'Supported' Employees

24'Total/Help/Desk/Staff1,900'Macs/deployed/per/week

18 Minute/average call/wait/time/

40%PC'USERS

Percentage/of/PC/users/who/call/the/help/desk

THE/INCREMENTAL/PURCHASE/PRICE/OF/A/MAC/PAYS/FOR/ITSELF/SEVERAL/TIMES/OVER/THE/LIFE/OF/THE/DEVICE/IN/REDUCED/SUPPORT/BURDON

Workstation/cost/per/user://Upfront/workstation/investment/is/lower/for/PCs/(PCs/cost/21%/less),/however,/Macs/residual/value/is/47%/more

IBM/image/not/needed/ thanks/to/provisioning/automation

Ratio/of/support/ staff/to/supported/ employees//(Gartner/says/optimal/is/1:70,/average/is/1:242./We/are/at/1:5400)/

$238/saved/per/Mac/deployed(assumes/ a/conservative/50%/Mac/choice/by/employees)/

Impacts/our/ability/to/attract/(&/retain)/top/talent

BUSINESS CASE:/INITIAL CONCLUSIONS (MAC VS PC)