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

1. Users: The bane of our existence or… the Reason for IT West Area Sales Engineer LANDESK Software Jim Hysell

2. IT is Evolutionary… Technology is Revolutionary! IT Consumerization CloudComputing Mainframe Internet Client Server

3. “Most of what we call management consists of making it difficult for people to get their work done.” -Peter F. Drucker

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

6. 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

7. 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

9. 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 Systems management players Saas/Cloud Solutions

10. Evolution of IT Management IT Control and Governance Management By Push User-Centric IT Management By Pull Time Cloud Computing and BYOX Mainframe Computing Corporate-Issued Laptops and Desktops Tablets and Smartphones 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. 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.

11. What is User-Centric IT? • 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 IT IT IT Tech Buying Power User User User 2013 2023? 2003 • 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.

12. Types of Users Bullet Bike Cadillac Tractor 25% of Respondents 12% of Respondents 63% of Respondents 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 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 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

13. The Generational Shift

14. 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. 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.

15. How do you best support the ultimate endpoint? …the User User-Oriented IT

16. Service & Support Publish & Present A central source of coordinated user and service support A “single pane of glass” for self-service in choosing applications, information and IT services Manage & Maintain A comprehensive kit of monitoring and managing solutions

17. Service & Support Publish & Present Policy & Process Manage & Maintain

18. Service & Support Publish & Present Process Automation Service Catalogue Service Desk Manage & Maintain Secure Users

19. IT Operations with Greater IT Control End-User Productivity with Higher Satisfaction

20. Mobility

21. BYOD

22. 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 *Based on relative search activity for “BYOD”; source: Google Trends 20 Jul 2010 Jan 2011 Jul 2011 Jan 2012 Jul 2012 Jan 2013

23. A Fresh Look at OS Evolution • Enterprise Computing: Now much more than Windows 1998 - 2005 winTel -96% 2012E winTel -35% WinTel Apple Android iOS + Android = 45% Share VS. 35% for Windows

25. Work is what I do… not a place I go or a device I use • Users • are • declaring • “I will be productive • on my terms”

27. 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!

28. Your goal: provide a compelling (controlled) user experience… Empower Innovate Process People Service & Support Control

29. Expanding workloads and new skill requirements factors into your… automation and process development

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

35. Take Control User-Oriented IT

36. 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

37. 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 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

39. Components of User Productivity Devices Packaged Cloud Storage Applications Data LOB Virtual IT Services SaaS Self Service Corporate Share AppStore Password Reset ServiceRequest

40. User Lifecycle Provisioning Onboarding Retirement Secure & Manage Service & Support Enable Productivity 47

41. Workspace of the Future The Place People Go for IT Applications Social Networking IT Services Knowledge Base Communication 3rd Party Extensions Shared Data Collaboration Service Request

42. LANDesk – 5 Centers of Excellence Systems Management Security Management Service Management Asset Management Mobile Device 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 • 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 • 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 • 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

44. 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 Final Quote