1 1

Copyright © 2013, RES Software. All rights reserved. 0113 Copyright © 2013, RES Software. All rights reserved. 0113

Ways to Improve Your IT 10x

What’s Your New Year’s Resolution?

10X IT Productivity Webinar Series, Ep. 4

Sean Donahue

Chief Evangelist at RES Software

2 2 2

Today’s Topics

• Common struggles facing today’s IT

• A case study for the ages

• How did they do it?

• Metrics, Metrics, Metrics

#10xIT Ask your questions on Twitter for

your chance to win a

$10 Amazon Gift Card!

3 3 3

Common Struggles

My Struggles:

1. Increasing Help Desk tickets

2. Efficiency of IT

3. Critical Projects Shelved

4. Migration’s cost money

5. Common complaints

4 4

Customer Overview -

•$6 Billion Financial Service Company

•6,000 total users w/ outsource helpdesk (ATOS)

•#238 Fortune 500 US company

•Struggles –

– IT needs to respond quickly.

– IT has typically been slow to respond.

– IT was viewed as a “necessary evil”

– Low CSAT

•Needs

– Decrease Tickets

– Better DR plan

– Focus on strategic projects

5 5 5

Corruption Everywhere

What causes a profile to corrupt?

• Malware / Virus (USB or HDD)

• Writes over the Ether

• Hardware – loose pins

• Blow it out

• Write timing issue

• Misbehaving Apps

• Bloated Profiles

6 6 6

Impact of Corruption

• Prevalent across Windows and Citrix

• No silver bullet from MSFT

• Solution is to

• Call Help Desk

• Help Desk escalates to a desk side service request

• Delete User Profile

• “Reset – Restore”

Profile Corruption • 1,050 Helpdesk calls were logged over 12

months for profile corruption issues.

• User Productivity Impact – When profiles are

corrupted, users need to go back to the “new”

profile – so all settings need to be reset for

them.

7 7

RES Workspace Manager Architecture

RES Workspace

Manager Console

Database

Server

Composer

Local Cache

Optional

Relay Server

8 8 8

Migration Migraines

• Complexity

• User Familiarity

• Porting of Preferences

User Experience •Migrating to a new

platform (Win7 XA 6.5)

and need a way to “port”

personalized user settings

(printers, drives, etc.), to

minimize disruptions that

would impact user

productivity.

User Experience Reduce user impacts on

migration (printer and drive

mappings, settings, etc.).

Manage profile data per

application instead of per

profile. Provide what each

user needs regardless of

delivery platform (XP, Win7,

CTX, VDI, etc.). And save

$151,200 per year.

9 9 9

Make the user agnostic

Windows XP • Applications

• Data

• Printers

• Settings

Windows 7 SBC

Citrix XenDesktop

Windows 7

Windows 9

11 11 11

Reduce Mundaneness

Current Engagement Details

Number of Engineers / PoC 1

Fully Burden Cost per hour / Engineer $ 150.00

PoC Duration (Days) 2

Travel & Expense $ ??

Estimated Cost / PoC $ 2,400.00

Number of PoC / Engineer / Year 40

Number of Engineers WW 1500

Current Engineering cost of WW PoC Program per year $ 144,000,000.00

12 12 12

Increase Efficiency

13 13 13

Faster Time To Service

Large Software Company

• Seasonal Employees

• 2,000 outsource agents

• 1,000 full time employees

• Productive on day 1

• Siebel CRM 3 weeks minutes

• InQuira KM 43 days seconds

• Universities too!

14 14 14

Eliminate Repeatable Procedures

15 15 15

Future State

Imagine If….

• Enabled Self Service

• Powered by Automation

• Qualify for core services

• Delegate services

• Adapt and Secure

• Return Services

16 16 16

Happy Ending

And that cute admin on 13? We’re LinkedIn together now.

17 17 17

Don’t hesitate to reach out :

More Resources You’ll Receive Today:

Article: Improving IT by 10X

On Demand 10X IT Productivity Webinar: Ep.1 – Recorded Tue. Oct. 1 Will You Make the Windows XP Deadline in Time? Ep.2 - Recorded Thur. Oct. 24 The VDIdealist – Avoiding the Seven Sins Ep.3 – Recorded Tue. Nov. 19 The VDIdealist – How Complexity Killed the VDI

Sean Donahue

Chief Evangelist

SeanDo@ressoftware.com

@SeanDo40

Questions? Comments? Concerns?

Thank you

for attending!

18 18