Users: The bane of our
existence or
… the Reason for IT
West Area Sales Engineer
LANDESK Software
IT is Evolutionary…
Technology is Revolutionary!
Mainframe
Client Server
Internet
Cloud
Computing
IT
Consumerization
“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
The Universal IT Challenge
User Flexibility
How to provide universal and
secure access to
applications and data?
IT Control
Workspace
aggregators
MDM Players
Saas/Cloud
Solutions
Systems management
players
Evolution of IT Management
IT Control and
Governance
User-Centric IT
Management By Pull
Management By Push
Time
Mainframe Computing
Corporate-Issued
Laptops and Desktops
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.
Tablets and
Smartphones
Cloud Computing
and BYOX
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.
Tech Buying Power
What is User-Centric IT?
IT
IT
IT
User
2013
•
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
User
User
2003
In a survey of 1486 full-time employees across all
industries in North America:
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.
Types of Users
Tractor
25% of Respondents
Cadillac
63% of Respondents
Bullet Bike
12% of Respondents
Old-School Mature Workers
Young to Middle-Age Workers
Accomplished Workers
Very Agreeable and Compliant
Willing to Work with IT to Become
More Productive
Very Independent and Risk Neutral
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
Want IT to get out of the way
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
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
The Generational Shift
They stopped calling me??
By the end of 2017, phone-based, user-initiated contacts to the IT
service desk will decrease 40% from 2013 levels.
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.
How do you best support
the ultimate endpoint?
Service &
Support
Publish &
Present
A “single pane
of glass” for self-service
in choosing applications,
information and IT
services
A central source
of coordinated user and
service support
Manage &
Maintain
A comprehensive kit
of monitoring and
managing solutions
Publish &
Present
Policy &
Process
Manage &
Maintain
Service &
Support
Publish &
Present
Service
Catalogue
Process
Automation
Manage &
Maintain
Secure Users
Service &
Support
Service
Desk
IT Operations
with Greater
IT Control
End-User
Productivity
with Higher
Satisfaction
BYOD
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
Interest in User Management Accelerating
10-Fold in Past Two Years*
Relative Interest
100
80
60
40
20
Jul 2010
Jan 2011
Jul 2011
Jan 2012
*Based on relative search activity for “BYOD”; source: Google Trends
25
Jul 2012
Jan 2013
A Fresh Look at OS Evolution
Enterprise Computing: Now much more than Windows
100
1998 - 2005
winTel -96%
2012E
winTel -35%
80
60
WinTel
40
20
0
Apple
Android
iOS + Android = 45% Share VS. 35% for Windows
Work is what I do…
not a place I go or a device I use
Usersare
declaring
“I will be productive
on my terms”
What about the Costs?
Cost saved in hardware
Cost increase in license
Find User based licensed solutions
Don’t forget about the complexity of all these
new devices
You cannot restrict them anymore!
Your goal: provide a compelling (controlled)
user experience…
Empower
People
Process
Service &
Support
Control
Innovate
Expanding workloads
and new skill requirements
factors into your…
automation and
process development
Your end-users are already
in the “Cloud”…
and looking for you
User-Oriented IT
Start to think about HW & SW Differently
When PCs and software bought today are ready to be replaced,
current acquisition models will no longer apply
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
Start to think about HW & SW Differently
When PCs and software bought today are ready to be replaced,
current acquisition models will no longer apply
ContQualify 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
Components of User Productivity
Devices
Cloud Storage
Packaged
LOB
SaaS
Applications
Data
App
Store
Corporate Share
IT Services
Virtual
Self Service
Password Reset
Service
Request
User Lifecycle
Retirement
Onboarding
Service & Support
Provisioning
Enable Productivity
47
Secure & Manage
Workspace of the Future
The Place People Go for IT
Social
Networking
Communication
Shared Data
Collaboration
Service
Request
Applications
IT Services
Knowledge Base
3rd Party
Extensions
LANDesk – 5 Centers of Excellence
Systems Management









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
Security 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
Service Management
Asset Management
 Pink Verified on…
 Discovery
ALL 15 ITIL Disciplines
 State Management
 Workflow Automation
 Location Tracking
 Self Service
 Software License Detection
 Service Catalog
 Workflow Automation
 Request / Procurement Management Vendor Integration
 Incident Management
 Warranty Management
 Problem Management
 Contract Management
 Change Management
 Request Management
 Configuration Management
 Barcoding / RFID
 Knowledge Management
 Web Console
 Service Level Management
 SNMP Device Management
 Event Management
Printers, Switches, Etc…
 Executive Dashboarding
 Executive Dashboarding
Mobile Device Management











Discovery
iOS & Android Support
Blackberry Reporting
UnManaged Device Blocking
Policy Enforcement
Policy Verification
Device Provisioning
Device Wiping
Application Advertisement
Location Tracking
Link Management
Final Quote
The 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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