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Take Advantage of Cloud Office to Kick-Start the Digital Workplace

Paul Miller

Matt Cain

3 © 2016 Gartner, Inc. and/or its affiliates. All rights reserved.

DOCs

Changes every 3-5 years

Mobile as an add-on

Storage constraints

Incremental enhancements

Stove pipe applications

Changes weekly, new stuff all the time

Inherently mobile

Unlimited storage

Entirely new product categories

Increasingly integrated applications

You’re messing with our “Oxygen”?!

Email

IM

Web Conf

PresoDocs

CalTasks

Sheets

Drive

Social

From: To:


You May Not Be on the Road You Think You’re on…

It’s Not a like-for-like workload exchange

Technologies and Architectures

Employee Effectiveness

Business Context

Reimagining Workplace Technology

Changing Natureof Work

Engaging Employees

It IS a Catalyst for a Digital Workplace

Email File Sync & Share Web Conference

Instant Messaging Office Apps Calendar


Digital Workplace Transforms The IT Charter

Innovative role for IT organization Innovative role for IT organization

Work StylesDigital DexterityHigh-Impact Performance

Business Outcomes

Secure and StableBusinessSystems

Digital WorkplaceProgram

Employee Focus Enterprise Focus

Expands

The digital workplace is a business strategy to boost employee agility and engagement through a more

consumerized work environment


Freedom from:

– Server hardware maintenance

– Server OS patching

– RPO and RTO

– Scheduled/unscheduled

maintenance

– Storage/quota management

– Data recovery

– Periodic, disruptive, and expensive

upgrades

But, new responsibilities for

– Innovation

– Skills acquisition

– Employee/IT dialog

– App integration

– Adoption methods/change

management

– People-centric security and IAM

– Social/behavioral science duties

– New service desk approaches

From Owner/Operator to Renter: Opportunity Knocks

Repurpose IT resources to focus on the Employee Journey


Where will you be after deploying Cloud Office?

IT “Tech” project

IT-driven “People” project

Digital Workplace enabling Program

• IT gets smaller

• Employees get access to new tools.

• What will it mean for your company?

• IT does new things

• Employees get new experiences

• The world is a better place – does the business care?

• High-impact employees are more productive

• IT deliverables are connected with key business metrics

Project approach Portfolio Approach Pervasive Approach


Key Issues

How organizations should rethink the IT/employee contract to

focus on business results

How cloud office enables the IT group to focus on improving

employee agility and engagement.

Why the move to cloud office should drive the IT organization to

package IT services into an employee –friendly digital workplace

experience.


CEOs' Top 5 Business Priorities for 2016

Growth

54%

Technology

25%

Workforce

24%

Customer

21%

Financial

13%

Innovation

Digital business

Customer centricity

Process efficiencies

Rapid uptake of new technology

Employee satisfaction with IT resources

Remote work optimization

Talent attraction and retention

Facilities redesignData From Gartner CEO Survey 2015

Translates to:


Cloud Office Introduces a Whole New World of Possibilities

Ambient

Knowledge

Software that proactively delivers customized

information based on an employee's implicit and

explicit activities

Collaboration,

Information

awareness

Office Graph,

Delve, Cortana

Ready Analytics

Creating an atmosphere where analytics are

broadly used and trusted for decision support and

personal growth.

Analytic thinking,

Personal

performance

Power BI, Delve

Analytics

Production

Studio

An IT-sponsored service to enable employees to

package and deliver content in new and novel

ways

Return on

information,

Creativity

Sway, Office 365

Video

Immersive

Experience

Technology that blurs the line between the

physical world and digital or simulated world,

creating a sense of immersion

Information

augmentation,

Training, Safety Hololens

BurolandschaftA physical work environment optimized for

employee agility and engagement

Employee

effectiveness,

Collaboration,

Innovation Surface Hub

Silo Busters

The ability to transcend organizational

boundaries to generate ideas, solve problems &

assemble teams from a broad population of

employeesCollaboration,

Innovation

Planner, Yammer,

OneDrive,

Groups, Gigjam

Technology Definition Office 365BusinessBenefit


My Pet AIAn adaptive software assistant designed to perform

a wide array of personal tasks

Personal

efficiency,

Decision

automation Cortana, Clutter

Personal Cloud

A personal collection of internet and IoT apps and

services used for personal and professional

purposes

Personal

efficiency,

Employee

experience

Sunrise,

Wunderlist,

Acompli, Sway,

Skype

WorkgridAn IT-sponsored service to enable employees to

develop and integrate applicationsProcess

improvement,

Office 365 APIs,

GigJam, Cortana

Omni-comms

A fully mobile suite of communication and

collaboration services that can adapt to any

business circumstance

Collaboration,

Process

improvement

Skype for

Business,

Groups, Clutter,

OneDrive, Gigjam

Learning Engine An educational program to help employees acquire

a wide variety of digital literaciesUpskilling

workforce

Office 365

Learning Center

Carbon CPU

The application of social, behavior and neuro

science to create pleasing technology/brain

outcomes.

Process

improvement,

Collaboration,

Innovation

Yammer, Delve,

Cortana

BusinessBenefitDefinitionTechnology Office 365

Cloud Office Introduces a Whole New World of Possibilities


Highlight Behavioral Changes that Boost Business Agility

Endeavor to "work in public'' to spur awareness, collaboration and innovation, while respecting

personal privacy.

Continuously expand media,information and technical skills

to drive personal andcompany growth .

Use your own devices,applications and services to

facilitate personal andorganizational

agility and effectiveness.

Find, embrace and shareemerging technologies,

where the benefit is clear

Strike the right work-life balanceby taking a flexible approach

to where and whenwork gets done,

Dear Employees:

Dear Employees:

Dear Employees:

Dear Employees:

Dear Employees:

Develop a Digital Workplace Manifesto


Key Issues

How organizations should rethink the IT/employee contract to focus

on business results





experience.


Why Now? Employees Want to be Empowered


Source: http://blogs.wsj.com/economics/2015/04/08/is-your-job-routine-if-so-its-probably-disappearing/

New Work Models Are

• Not As Structured

• Rely on Engaged

Employees

• Encourage Digital

Dexterity

Old Ways of Doing Things Are Losing Relevance

Old Ways Are Losing RelevanceWhy Now? The Changing Nature of Work


Why Now? Increased Use of Consumer Technology at Work

40% of employees

surveyed are using their

own apps to improve their

working productivity.

Source: 2015 Gartner consumer survey


Why Now? Follow the Money

Central IT

Shared

Business Units

Employee

Total Enterprise IT Spending 2015

Source: Gartner Market Databook, 2Q15 Update


Use Cloud Office Services to Boost Employee Engagement

EmployeeEngagement

Work/life Balance

Recognition of

Achievements

Professional Growth

Contribution to Business

Mobile clientsHome useRecordings

VideoEFSS Drive

Personal MetricsCitizen X

Peer AdvocateUpskilling

Process EfficienciesPresentations Skills

Peer Support

Social NetworkAmbient Knowledge

Peer AdvocateCommunity Work


Understand Employee Needs

Be conversant with the wide variety of entitlements

Use personas and journey maps to identify needs

Create a continuing process


Help Employees Acquire Cloud Office Skills

Find and surface native training content

Employ community groups for skill-sharing

Create a peer advocates program

Appoint a Cloud Office Learning Officer

Crowdsource content and tips

Work with HR to recognize importance of upskilling


Building Engagement through Flexibility in Choice

Broad capabilities of Office 365 and

Google Apps for Work anticipate most

employee‘s needs by default.

Digital Workplace efforts allow, even

embrace, exceptions and extensions

based on preference, need, community.

Two apparently contradictory trends


Key Issues

How organizations should rethink the IT/employee contract to focus

on business results





experience.


2%3% 3%

5%6%

12% 12%

19%18%

11%9%

1 2 3 4 5 6 7 8 9 10 11

Q18. Imagine that a friend is interviewing at your company, and you know that working with modern technology and an engaged IT staff is important to them. How likely would you be to recommend they work there?

n=2,000

Why Now? Dissatisfaction with IT.

Not at all likely Extremely likely

NPS = -22

Mean = 5.3

Detractors

Passives

Promotors


Office Graph and Delve

iOS and Android clients

Recommendation engines

Consumer mobile clients

Cortana, Google Now

Sway, Slides

Siri/Alexa style personal assistants

Alternatives to Powerpoint

Clutter, Inbox

Groups, G+ Circles

More effective inbox management

Alternatives to email and DLs

The consumer world is priming your employees for emerging Cloud Office capabilities.

Employees want: Cloud Office responds with:

Exploit the idea that most technological advancements are coming from the consumer side

Use that dynamic to soften the way for ‘threatening’ tech services such as data mining, metrics and smart machines


The nexus of the IT/employee interactions: Build an Consumer-Friendly Service Model

Create a walk-up digital café

Make skills-transfer part of the support role

Create cloud office support communities

Ensure the service catalog covers all cloud office services

Create a cloud office ‘friction buster’ role for 2-way dialog

Craft clear, personal and jargon-free communications


Organizations Need New Digital Workplace Services

Service Desk

Client

Services

Desktop

Application

Services

Asset

Management

Services

Desktop Support and HVD

Server Administration

and Management

Relationship

Management

Security

Management

Traditional End-User Services

Digital Workplace Strategy Consulting

Digital Workplace Services

+Digital Workplace Transformation Services

Social Policy Assistance Services

People-centric Security Services

Personal Cloud Integration

Digital Marketing Services

Collaboration Services

Enterprise Social Network Services

BYO-Everything Integration and Support

or All-Device Hardware Catalogue

BYOA Integration and Support

Enterprise Apps Services (Not Applications)

Customer Experience Service ApproachMobility Administration

and Management


Take an Employee-centric Approach to IT Org Structure

Endpoint and Collaboration Silos

Windows Desktop/ Office Applications

Desktop Group Mobile Group

iOS, Android, Blackberry

Exchange SharePointSkype for

Business

Endpoint and Cloud Office

Consolidation

Endpoint Team

Windows, iOS, Android, Mac OSX

Cloud Office Team

Office 365

Google Apps for Work

Future End User Computing Group

Digital Technologies Team

Windows, iOS, Android, Mac OSX

Office 365, Google Apps for

Work


Summing up: New Cloud Office Roles and Responsibilities

Role Description

Release Chief Change management from the employees

perspective including awareness, trials &

production deployment

Product

Champion

Leads effort to get a particular tool(s)

broadly deployed across the organization

Learning Officer Ensures that employees have the

opportunity to acquire cloud office skills,

both hard and soft

Integration

Specialist

Fast and proactive response to needs for

employee-centric application integration

Business

Liaison

Ensures that there is a continuous dialog

between IT and employees about the

effective use of cloud office services

Community

Activist

Leads cloud office business and support

communities while passing that skill on to

employees

But, new responsibilities for

– Innovation

– Skills acquisition

– Employee/IT dialog

– App integration

– Adoption methods/change

management

– People-centric security and IAM

– Social/behavioral science duties

– New service desk approaches


Action Plan for a Cloud Office Digital Workplace Catalyst

Monday Morning:

– Identify the IT and business appetite for using the cloud office

migration to drive a digital workplace program.

– Ensure that goals mesh with desired business outcome, and

extend the IT planning horizon to 3-5 years out

Next 90 Days:

– Create a steering committee that looks at operationalizing new

roles and responsibilities needed for the cloud office deployment

– Pick one Cloud Office work stream as test case, learn from that

experience and repeat.

Next 12 Months:

– Expand other digital workplace values to more cloud office work

streams.

– Leverage digital workplace competencies developed through

cloud office migration on other IT/employee initiatives.


Creating a Digital Workplace Execution Strategy

Matthew W. Cain, Tom Austin and Mike Gotta (G00266846)

Survey Analysis: Microsoft Dominates Cloud Email in Large Public

Companies but Shares the Rest With Google

Nikos Drakos and Jeff Mann (G00292300)

(What to Do When) Every Employee Is a Digital Employee

Matthew W. Cain and Simon Mingay (G00272158)

Cloud Office Questions Begin the Shift From 'If‘ to 'When’

Jeff Mann (G00268858)

Recommended Gartner Research

http://www.gartner.com/document/3031817?ref=QuickSearch&sthkw=266846&refval=150331874&qid=a4bea2c68c6dd39b3cedd87196e74823

http://www.gartner.com/document/3031718?ref=QuickSearch&sthkw=272158&refval=150332019&qid=294147ca73b5db75fd222d01d02dad82

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