MT31: Productivity in the Modern WorkplacePat Quigley: IT DirectorEnd User Experience & Client Engineering

IEO End User Experience & Client Engineering130

sites

380Team members

• Supports all Dell Team members

• Dedicated HQ Exec support team

• Client Engineering & standardization

• Shared service support (Print, Conf room, VC etc)

• Global “Smart hands” support for DC & Network teams

IEO – User Experience & Client Engineering

Our EUSCustomer imperatives

Our EUSPillars

Our EUSVision & Mission

Our EUSStrategy

User & Site

ServicesClient Engineering Productivity Collaboration

Our EUSPeople

Empower & Enable Collaborative Passionate

VISION - Delight our users thru excellence in End User Experience & Ops execution

Mission - Enable users accelerate their business strategy thru Operations excellence, best in class user productivity & collaboration, leveraging Dell on Dell capabilities.

InnovationOperational Excellence &

Quality

Customer First

Great Place to Work

ValueCollaborationSecure and

Reliable Mobility ReferenceableNPS

Promoters

Operations ExcellenceFY14 16hrs FY15 8hrs FY16 4hrs

FY14 5 days FY15 5 days FY16 ~2.5 DayS

Enhanced Support Model

Up skill the team to enable delivery of a one stop shop for User Issue resolution.

Agile

Leveraging best of ScrumBanand Lean methodologies

Customer Engagement

TechCentral

IT Open Door

Chatter

Great Place to Work

Framework to Develop, Empower, Listen, Engage, and Celebrate our team members.

New Technology

SharePoint 2013, Exchange 2013, Lync 2013, O365, Box, Dropbox, MS OneDrive, Win 10. VDI, Wyse,

VC Cloud

FY16 Team priorities

Xiamen

User Engagement | TechCentral & IT Open Door

• Open Door events – proactively connecting with users

• Engaging users in hi-vis venues – Telling them who we are / what we do…… asking for feedback, offering support

• Updating IT Handbook FAQ’s from Open Door questions

• Fantastic User feedback

South Africa Toronto

Guangzhou Brazil

Dublin

• Single IT support hub with extended support services capabilities

• Remedy templates (from 3mins 40secs)

• Incident resolution in 1/6th of std time

• Fantastic User feedback

Tech Central – What our Users are Saying…

….. wanted to call out James Porter on your team. I recently changed my system & he was really helpful and made what is usually a painful process really painless.Fantastic service! Also the Tech Central is great, have dropped in with questions and your team are always super helpful!

Ease of access to Support Readiness of Support Time Saving Knowledgeable

Guys – really great feedback from the teams in DFS on their experiences interacting with the new TechCentral ,

this is making a real difference, keep up the great work here!

Have to call out how great Tech Central is! Used them twice this week and got my issues solved within minutes! Don't get frustrated with IT issues - visit the team on the ground floor in CWD !!

Hi Pat,Just a quick note to say thank you.This week my docking station failed and so I braced myself to face the task of raising TT’s and waiting for a couple of days for a replacement. I decided to walk up to the new area and was delighted when Dom resolved the issue within minutes. I cannot speak highly enough of the changes, I was back to work in minutes. The change in the way you and your team are doing things is brilliant!!Fantastic support and Dom was brilliant, no fuss, no bother and I was back in action.

Tech Central,Well done for establishing such a great team of people who are willing to assist and are committed to delivering excellence.

Tech Central NPS = 100%

Just wanted to share my experience with you on my first engagement with your team in the new Tech. centre. I experienced an issue with my system while travelling in the UK for an ISO Audit this week and brought my system into your new centre this morning. Dom Glasheen pinpointed the issue and had it repaired in no time. Great support.Your team in the new centre are truly winning the war on bureaucracy.

I would really like to thank Dom & James for their really excellent & professional service I received at the new IT Tech centre. My system’s hard-drive failed but Dom & James took in my system & resolved issue very quickly restoring everything fully. Also, while waiting on reboot of system I got a temporary system on loan which was really good to have.Thank you .

The new process with Tech Central is just

amazing. We are able to put a face to the people who are looking after the technology enabling the success in our day to day work. The new process is much more user friendly, reliable and efficient. Many thanks for setting up such an effective forumand fantastic team.

User Experience & Client EngineeringOperations Excellence

ProSupport Assist + Helpdesk

Higher user & support effort, longer downtime

Manual case creation

Trouble-shoot

Verify servicecontract

CustomercontactsDell

Fault occurs

Traditional manual support

Less user & support effort and downtimeProactive automated support

Avoid failures and downtimePredictive automated support*

ProSupport Plus

Manualcasecreation

Gathersystemstate

Fault occurs

Autocasecreation

Dell contacts

customer

Resolve

Predict failure

Autocasecreation

Dell contacts

customer

Resolve

Hardware Support

Resolve

Hardware & Software Support

Self-Service >50% of IT support contacts can be resolved via IT self-service, yet only < 10% of issues actually are.*

Standard Client Device Catalog & User Profiling

Workers do not belong to one-size-fits-all groups

Profile-based onboarding allows users to receive the tools they need to do their job

Targeting Productive Day 1 scenario

Common Tools

Role-Based

Hardware

Role-Based Software

Legacy

•Service Packs

•Major Release

Transition

•Update Bundle

•Minor Release

Modern

•Update Servicing

Windows 10 – The journey to date …

Win 10 Pilot Status

Forward Effort

• Controlled EAP focused on development teams / application owners

• Standard offering in Q4

• Deployment tool readiness / Manageability

• Windows 10 TAP continuing through end of yearTotal User Count: 1134

Addressed, 188

Active, 144

Tracked Defects

Servicing Option

AvailabilityServicing Lifetime

Key benefits

Current Branch (CB)

Immediately after published

Approximately 4 months

Features available as soon as possible

Current Branch for Business (CBB)

Approx. 4 months after published

Approximately 8 months

Additional time to test new feature upgrades

before deployment

Long-Term Servicing Branch

(LTSB)

Immediately after published

10 Years

Long-term deployment of

selected Windows 10 releases

The Evolving Workplace

Let me send

you that file.

Great! I’ll pull it

up on my

phone.

• 64% of employees conduct at least some business at home after hours

• 83% of people in emerging markets do work at home compared with 48% in developed markets

• Work is an Activity not a Place

• Highly Connected

• Data Accessible Everywhere

• Consumerization of IT– Variety of Devices with Ease

– Intuitive Tech

• Customized Experiences

• Collaborate with Others

• Integrated Mobile Moments

Dell Mobility

Yesterday’s Constrained Workforce

• Legacy devices ubiquitous in the environment (Blackberry)

• Experimentation with Dell mobile devices (Venue Pro)

Yesterday

Secure environment but poor user experience and

fragmented ecosystem

Today’s Empowered Workforce

• Global smartphone refresh (Android, Win)

• Consolidated MDM – single pane of glass (Airwatch)

• Mobile app ecosystem for Sales Productivity

Today

Consumer-grade user experience and mobile

sales productivity

Collaboration @ Dell

30K Lync Voice Users

99K Active Lync Users

10 Clusters in individual DC’s

200+ Servers Globally

178K File Transfers

Open Federation with External Companies

13m IM Sessions per month

12K P2P Video Calls per month

17m P2P voice mins per month

700K PSTN calls per month

7.2m Lync VC mins per month

Secure and connected

• Secure Data retention & Accessibility

• Flexible/mobile access to Tools & Data via multiple devices

• Data & User Centric

• Strong Authentication

• Seamless Federation

• Cloud Identity

Q&A

Thank You