Date post: | 13-Jan-2017 |
Category: |
Technology |
Upload: | jeff-miller |
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Revenue/(2014)$/92.8B
400,000 Employees
40%'work'remotely
About IBM
Operations/in/over/170countries
Key/Business/SegmentsRemixed'our'portfolio'toward/services,/ software,/and/integrated/solutions
Cloud MobileAnalytics Social
2,800 locations,/12research/laboratories/
worldwide,/+800,000'traditional/endpoints
Security
130,000 Contractors
100,000+ Business/Partners
IT@IBMWorkplace*as*a*Service
Laptops
Laptops/under/management
618,000
Mobile/Devices
Mobile/phones/ &/tablets/under/management
149,000
Printers
Printers/deployed/worldwide/ to/IBM/offices
9,000
Help/Desk
Help/Desk/tickets/per/year
2.4M
STATUS'QUO
• Macs/are/more/expensive
• Macs/are/challenging/expensive/ to/support/
• We/will/have/to/re*factor/the/application/portfolio/ &/retrain/the/help/desk
• We/are/focused/on/cost/take*out,/not/incremental/expense
• We/wish/we/could/give/people/Macs,/but/we/just/can’t/afford/it
WHAT WE MEASURE – MAC VS PC
Ratio/of/support/staff/to/supported/ employees
Workstation/ cost/per/user
Depreciation/cost/per/year///residual value
Deskside labor/costs/due/to/backup/restore/re*image
Number/of/help/desk/calls/tickets
Number/of/battery/replacements
Cost/of/creating/Windows/ images/vs/Standard/MacOS
Cost/of/hard/disk/ encryption
Cost/of/Anti*virus software
Cost/to/cascade/machines/ between/employees
! Licenses/&/Infrastructure
! MacOS &/iOS/Help/Desk/Staff/&/Buildout
! New/intranet/support/portal
! Project/staff///OCM
($)/INVESTMENT
! Reduction/in/hard/drive/encryption/ costs/(native/MacOS FileVault vs/PGP)
! Reduction/in/Antivirus/costs/(Xprotect vs/3rdparty/software)/
! Reduction/in/support/&/lifecycle/costs/due/to/reduced/help/desk/staff
! Reduction/in/Preload/&/delivery/ due/to/using/standard/MacOS (no/IBM/image)
($)/HARD/BENEFITS
! Productivity/ gains/(time/spent/on/backups/restores,/workstation/performance,/etc.)
! Employee/satisfaction/with/IT
! Recruitment/– ability/to/attract/&/retain/top/talent
($)/SOFT/BENEFITS
BUILDING THE BUSINESS CASE (MAC VS PC)
http://w3.ibm.com/mac
CHANGING THE EMPLOYEE EXPERIENCE (&/EXPECTATIONS)
Macbook/Pro/&/Macbook/AirIntegration/of/Macs/as/a/standard'option'in/the/workstation/refresh/program.
Apple‘s/ first/DEP/customer/(for/Macs)ZeroWtouch configuration/through/CasperSuite/&/Apple‘s/Device/Enrollment/Program/(no/IBM*specific/image)
GETTING TO ZERO*TOUCH,/AUTOMATED PROVISIONING OF MACS
CONTINUOUS IMPROVEMENT
FOCUSING ON THE EXPERIENCE
Before After
FOCUSING ON THE EXPERIENCE
Before After
FOCUSING ON THE EXPERIENCE
Every/dollar/spent/on/help/desk/ avoidance/pays/for/itself/7x
PRINTED WELCOME INSERT
Mac@IBM/App/StoreLeveraging/JAMF/Casper/Suite’s/App/distribution/tools.
Mobile/Device*Like/App/Installation! Auto/compliance/and/configuration! Inventory/and/reporting/of/hardware/and/software! Secure/software/and/content/distribution/
MAC@IBM/APP STORE
IBM'Backup'&'RestoreAUTOMATED SECURE BACKUPS TO THE CLOUD FOR SELF SERVICE RESTORE
WHAT/ABOUT/THE/APPLICATION/PORTFOLIO?DEALING WITH LEGACY/NON*MACOS APPLICATIONS
MOBILE/&/WEB
1
VDI
2
VIRTUAL/MACHINE
3
• Application/ readiness/assessments/are/a/great/way/to/justify/doing/nothing• Let/the/device/rollout/drive/the/application/rationalization/work,/not/the/
other/way/around
Leveraging)the)IBM)Social)Network)• Social'Business'–'empowered
• Grassroots'MAC@IBM'Support'Community'
made'possible'by'IBM'Connec=ons
• Delivered'by'~11,000'IBM'employees,'selfE
directed'MAC'enthusiest,'an'unpaid,'nonE
help'desk'staff
Changing)the)Help)Desk)• Staffed'differently:'mix'of'exEApple'genius'bar'&'new'
college'grads
• Measured'differently:'totally'CSAT'focused
• Different'tools'(=cke=ng'systems,'devices,'enterprise'
social'(IBM'Connec=ons)
• Help'desk'in'the'eys'and'ears'of'IT'–'Help'Desk'feeds'the'backlog'of'MAC@IBM'engineering'team
HOW’S IT GOING?
MAC'USERS
Percentage/of/Mac/users/who/call/the/help/desk
5%
98.7%
First'Time Call/Resolution
130,000 MacOS &/iOS/Devices
Help'Desk'CSAT
poor ok good superior exzellent
MacOS/&/iOS
PC///Other
85%
53%
1:5375
Ratio'of'Support' Staff'to'Supported' Employees
24'Total/Help/Desk/Staff1,900'Macs/deployed/per/week
18 Minute/average call/wait/time/
40%PC'USERS
Percentage/of/PC/users/who/call/the/help/desk
THE/INCREMENTAL/PURCHASE/PRICE/OF/A/MAC/PAYS/FOR/ITSELF/SEVERAL/TIMES/OVER/THE/LIFE/OF/THE/DEVICE/IN/REDUCED/SUPPORT/BURDON
Workstation/cost/per/user://Upfront/workstation/investment/is/lower/for/PCs/(PCs/cost/21%/less),/however,/Macs/residual/value/is/47%/more
IBM/image/not/needed/ thanks/to/provisioning/automation
Ratio/of/support/ staff/to/supported/ employees//(Gartner/says/optimal/is/1:70,/average/is/1:242./We/are/at/1:5400)/
$238/saved/per/Mac/deployed(assumes/ a/conservative/50%/Mac/choice/by/employees)/
Impacts/our/ability/to/attract/(&/retain)/top/talent
BUSINESS CASE:/INITIAL CONCLUSIONS (MAC VS PC)