Users: The bane of our existence or… the Reason for IT

JIM HYSELLWest Area Sales EngineerLANDESK Software

Mainframe

Client ServerInternet

IT ConsumerizationCloud

Computing

IT is Evolutionary… Technology is Revolutionary!

“Most of what we call management consists of making it

difficult for people to get their work done.” -Peter F. Drucker

The Most Important Trend Of All- Employees are reminding IT who works for who

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

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

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?

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.

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

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

The Generational Shift

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.

…THE USER

How do you best support the ultimate endpoint?

User-Oriented IT

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

Publish & Present

Service & Support

Manage & Maintain

Policy & Process

Service & Support

Manage & Maintain

Process Automatio

n

Publish & PresentService Catalogue

Service Desk

Secure Users

IT Operations with Greater

IT ControlEnd-User

Productivity with Higher Satisfaction

Mobility

BYOD

BYOD

25

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*

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%

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

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!

Service & Support

People ProcessInnovate

Your goal: provide a compelling (controlled) user experience…

Empower

Control

Expanding workloads and new skill requirements

process development

factors into your…

automation and

Your end-users are already in the “Cloud”…and looking for

you

Take Control User-Oriented IT

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

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

Components of User Productivity

Applications

IT Services

Devices

AppStore

Packaged

SaaS

Data

Self Service

Password ResetServiceRequest

LOB

Corporate Share

Cloud Storage

Virtual

47

User Lifecycle

Onboarding

Provisioning

Enable ProductivitySecure & Manage

Service & Support

Retirement

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

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

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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