Users: The bane of our existence or … the R eason for IT
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Users: The bane of our existence or… the Reason for IT
JIM HYSELLWest Area Sales EngineerLANDESK Software
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Mainframe
Client ServerInternet
IT ConsumerizationCloud
Computing
IT is Evolutionary… Technology is Revolutionary!
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“Most of what we call management consists of making it
difficult for people to get their work done.” -Peter F. Drucker
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The Most Important Trend Of All- Employees are reminding IT who works for who
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Which Employees Are The Most Transformed?Revelation: Your Biggest Contributors Are Mobile
What It Means: The highest performers in the organization are mobile and have the greatest need for collaboration
Hosted VDI does not enable these people
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What IT Services Do They Use Most?Revelation: Mobile Workers Are Closest To Customers
What It Means: Huge opportunity for mobility and freedom to transform customer relationships
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Many players are pursuing solutions that balance IT control and user flexibility and the market for these solutions is beginning to take off
Saas/Cloud Solutions
MDM Players
Systems management players
The Universal IT Challenge
IT ControlUser Flexibility
Workspace aggregators
How to provide universal and secure access to
applications and data?
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Evolution of IT Management
IT Control and Governance
Management By Push
User-Centric ITManagement By Pull
Mainframe Computing Corporate-Issued Laptops and Desktops
Time
Tablets and Smartphones
Cloud Computing and BYOX
IT gives me what I need, manages my computer, enforces security policies, and owns all of my technology assets. If something goes wrong, it’s up to them to take care of it.
I bring to work what I am used to working with. I purchase my own applications, manage my own machine, and only go to IT when I need some expertise. IT’s role is to secure sensitive data and minimize my downtime.
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ITIT
UserUse
r
What is User-Centric IT?
IT
User
Tech
Buy
ing
Pow
er
2003 2013 2023?
• Users want “do-it-yourself” tools that enable self-service.
• Users look to IT to deliver the tools, but not to implement them.
• Users will circumvent IT if they do not get what they need.
In a survey of 1486 full-time employees across all industries in North America:
• 75% of respondents prefer that IT give them control to comply with security policies, rather than giving IT control
• 82% of respondents stated that they expect IT to give them the tools that they need to solve their own IT issues
• 80% of respondents stated that they would be interested or very interested in tools that help them improve their performance on their computer
• Only 44% of respondents agreed that managing devices they bring to work was important or very important for IT
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Types of Users
Old-School Mature Workers
Very Agreeable and Compliant
Feels IT Helps them be Productive
Unacquainted with BYOD and Consumerization
Strong Separation of Work and Personal Life (Family Man)
Interested in Personal Performance, Dislikes Socializing
Young to Middle-Age Workers
Willing to Work with IT to Become More Productive
Mainstream Adopter of BYOD and Consumerization, with no Preference for Corporate-Issued or Personal Devices
Work and Personal Life are the Same; Work is Personal
Enjoys Collaboration and Being on a Team
Accomplished Workers
Very Independent and Risk Neutral
Want IT to get out of the way
Early Adopter of BYOD, crave the latest technology and demand support
Very Career-Minded; Work is a Means for More Advancement and Superiority
Enjoys Collaboration as far as it Advances Social Status
25% of Respondents 63% of Respondents 12% of Respondents
Tractor Cadillac Bullet Bike
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The Generational Shift
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They stopped calling me??
BYO policies will require users to support themselves, and each other, on 40% of issues that can be self-resolved. Cost pressures and concerns will drive IT organizations to eliminate phone support an inbound contact channel. IT organizations better integrate proactive monitoring capabilities and IT process automation to resolve incidents before users are impacted, negating ITSD contact.
By the end of 2017, phone-based, user-initiated contacts to the IT service desk will decrease 40% from 2013 levels.
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…THE USER
How do you best support the ultimate endpoint?
User-Oriented IT
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Publish & Present
Service & Support
Manage & Maintain
A “single pane of glass” for self-service in choosing applications, information and IT services
A central source of coordinated user and
service support
A comprehensive kit of monitoring and
managing solutions
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Publish & Present
Service & Support
Manage & Maintain
Policy & Process
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Service & Support
Manage & Maintain
Process Automatio
n
Publish & PresentService Catalogue
Service Desk
Secure Users
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IT Operations with Greater
IT ControlEnd-User
Productivity with Higher Satisfaction
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Mobility
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BYOD
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BYOD
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Interest in BYOD and user management has exploded 10-fold in past two years, which creates the imperative to execute a user-oriented IT strategy
*Based on relative search activity for “BYOD”; source: Google Trends
Relative Interest
20
40
60
80
100
Jul 2010 Jan 2011 Jul 2011 Jan 2012 Jul 2012 Jan 2013
Interest in User Management Accelerating 10-Fold in Past Two Years*
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Se-ries
1
0102030405060708090
100
Enterprise Computing: Now much more than WindowsA Fresh Look at OS Evolution
iOS + Android = 45% Share VS. 35% for Windows
2012EwinTel -35%
Apple
WinTel
Android
1998 - 2005winTel -96%
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Users declaring
on my terms”
are
“I will be productive
Work is what I do… not a place I go or a device I use
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What about the Costs?Cost saved in hardwareCost increase in license
Find User based licensed solutionsDon’t forget about the complexity of all these new devices
You cannot restrict them anymore!
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Service & Support
People ProcessInnovate
Your goal: provide a compelling (controlled) user experience…
Empower
Control
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Expanding workloads and new skill requirements
process development
factors into your…
automation and
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Your end-users are already in the “Cloud”…and looking for
you
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Take Control User-Oriented IT
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Start to think about HW & SW Differently
Rise in mobile device usage Reliance on multiple devices/user Service-based delivery for apps and/or subscription models BYOD for both hardware and software
When PCs and software bought today are ready to be replaced, current acquisition models will no longer apply
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Start to think about HW & SW Differently
Cont- Qualify more than one vendor to meet hardware needs Use service and operations support as the main decision criteria Engage more deeply with reseller partners Improve tolerance for hardware, software, and browser diversity Focus on building BYOD infrastructure and policies
When PCs and software bought today are ready to be replaced, current acquisition models will no longer apply
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Components of User Productivity
Applications
IT Services
Devices
AppStore
Packaged
SaaS
Data
Self Service
Password ResetServiceRequest
LOB
Corporate Share
Cloud Storage
Virtual
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User Lifecycle
Onboarding
Provisioning
Enable ProductivitySecure & Manage
Service & Support
Retirement
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Workspace of the Future
Social Networking
Shared Data
Collaboration
Communication
Service Request
The Place People Go for IT
Applications
IT Services
Knowledge Base
3rd Party Extensions
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LANDesk – 5 Centers of Excellence
Inventory Remote Control Workflow Automation Software Distribution Software License Monitoring OS Deployment & Imaging Profile Migration Power Management HP Hardware Management BIOS, TPM, SoftPaq Update, Alerting, Battery Check, Power Manager, Connection Manager, Etc… Executive Dashboarding
Systems Management
Patch Management Windows, Mac, Linux, & 3rd Party Application Patches Workflow Automation Spyware Prevention/Removal Application Blacklisting Application Whitelisting Ext Device Management Encryption & Blocking Host Intrusion Prevention Antivirus Management Software Firewall Compliance Auditing FISMA, NIST, PCI, Etc… Executive Dashboarding
Security Management
Pink Verified on… ALL 15 ITIL Disciplines Workflow Automation Self Service Service Catalog Request / Procurement Management Incident Management Problem Management Change Management Configuration Management Knowledge Management Service Level Management Event Management Executive Dashboarding
Service Management Asset Management Mobile Device Management
Discovery State Management Location Tracking Software License Detection Workflow Automation Vendor Integration Warranty Management Contract Management Request Management Barcoding / RFID Web Console SNMP Device Management Printers, Switches, Etc… Executive Dashboarding
Discovery iOS & Android Support Blackberry Reporting UnManaged Device Blocking Policy Enforcement Policy Verification Device Provisioning Device Wiping Application Advertisement Location Tracking Link Management
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Final QuoteThe entire corporation must be viewed as a customer-creating and customer-satisfying organism. Management must think of itself not as producing products but as providing customer-creating value satisfactions. Theodore Levitt – Professor Harvard Business School
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