Empowering End Users Implementing a win-win BYOD strategy

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1 Empowering End Users Implementing a win-win BYOD strategy Mike Flanagan, CompuCom Vice President, End-User Enablement Portfolio In an effort to increase end-user productivity and satisfaction, organizations are seeking strategies to enable employees to use their own devices in the workplace safely and securely. Assigning personas to end users to control access to the network and streamline support provides an effective strategy. These personas can then be linked to personabased portals, customized to each end user, to provide a more consumer-like interface to applications, processes, content, and services.

2 In an effort to increase end-user productivity and satisfaction, organizations are seeking strategies to enable employees to use their own devices in the workplace without negatively impacting network operations or security. The answer lies in the implementation of a model that assigns personas to end users to control access to the network and streamline support. The result is a user-centric infrastructure that enhances productivity and collaboration. Keeping Pace with Technology According to Microsoft, the average age of today s enterprise PC is 4.4 years close to what many experts consider to be a 5-year maximum life for computers 1. This is one reason employees prefer to bring their own, more advanced devices into the workplace. There was a time when the latest and greatest technology was too expensive to adopt outside of the workplace. That day is long gone. Today, most workers have a far more accessible and engaging experience with technology outside of the office than they do in the workplace. Affordable laptops, smartphones, tablets, wearables, and more give end users an expanse of content and functionality at their fingertips wherever and whenever they want. It s an experience that they re increasingly demanding in the workplace as well. Tech-savvy workers expect the devices they use for business to offer the same mobility, flexibility, and ease-of-use that they get from their personal devices. In the absence of employer-provided devices that offer this, many employees opt to use their personal devices in their business lives whether or not their organizations know or explicitly approve. The result is a complex new set of challenges for IT departments charged with coordinating access, providing service, and maintaining security. Traditional IT service models aren t nimble enough to accommodate Bring Your Own Device (BYOD) users. The sheer number and variety of devices make it incredibly time-consuming for IT to master support for all of them, not to mention securely integrate them into the infrastructure. At the same time, end users have become accustomed to receiving training, answers, and technical support from dedicated specialists outside the organization who are extremely well-versed in the devices they support. When they can t get the support they need from in-house IT specialists, end users turn to these responsive experts to answer their questions and solve their problems. The result is little-to-no coordination with corporate policies on access and security and zero visibility in the C-suite with regard to what specific devices are accessing the organization s network, to what benefit, and at what cost. As the BYOD culture has gained traction, many organizations have responded with devicecentric policies. Often, these consist of developing a series of customized fixes to accommodate individual devices in specific circumstances. This approach is merely a temporary means to an end and results in higher costs overall. However, the organizations that experience the most success integrating the needs of BYOD workers with those of traditional enterprise technology users have adopted a user-centric approach. 2

3 Evolve or Pay the Price Forward-thinking IT departments are shifting from a traditional command and control model to secure and enable. Instead of selecting devices that fit IT s specifications and insisting that employees adapt to them, IT is adopting a user-centric approach that puts the end-user experience front and center. This level of flexibility can play a significant role in the organization s efforts to retain high-performing, tech-savvy employees. End Users Rule The empowered user model presents a number of specific challenges for IT. First and foremost is the need to establish which employees are authorized to access what content. When determining permissions for specific employees, IT needs to strike a balance between IT control, end-user enablement, business needs, and security requirements. If too many controls are in place, workers will either go around them or simply leave. But if there aren t enough controls, corporate assets such as intellectual property, network stability, and reputation are put at risk. As a result, the role of IT is rapidly shifting away from command and control to secure and enable. End users own and regularly use three to five separate devices. On those devices, they have installed an average of 120 applications, of which they typically use 35 each week. Multiply those figures by the number of employees in even a mid-size company, and you begin to see the formidable task facing the IT department. Not only must they master the operational and service needs of all of these devices and applications, but they also need to keep them working securely within the confines of the enterprise infrastructure. Of course, even as these challenges mount, IT budgets continue to shrink. So, this enhanced end-user experience must be provided without adding IT headcount or incurring other costs. Finally, end-user enablement must occur within a framework that generates metrics that management can use to assess the cost-to-benefit ratio of supporting a myriad of devices. If a legitimate business case can t be made to justify the added risk of allowing employees to access the organization s infrastructure with their own devices, the BYOD model will not receive C-level management support. In order for BYOD to succeed, it is essential to engage end users and challenge the status quo: listen to their needs, monitor their experiences, and leverage that data to drive change. The checklist approach IT teams frequently use to tackle projects is unlikely to yield solutions or processes that dynamically capture evolving end-user requirements and measure performance. Taken together, these challenges build a case for support technologies that are easy to implement, use, and scale for future growth. The ultimate goal is to move away from quick-fix point services and toward a sustainable foundation of tightly integrated people, processes, and technologies. 3

4 Personas in Action A leading financial services provider needed a better way to onboard new employees. The firm provided each new employee with a standard device that would require frequent updates to meet each end user s unique needs a time-consuming and expensive process. Now, new employees are assigned an appropriate, predefined persona. The persona delineates the employee s workplace needs including devices, applications, configurations, access privileges, connectivity requirements, and more. The new onboarding process takes far less time, leading to greater productivity and higher satisfaction. In addition, the firm reported a reduction in service desk requests. Personalize and Mobilize Gartner estimates that more than half of all business organizations will have BYOD policies in place by Given this statistic, the sooner IT departments embrace the BYOD paradigm, the sooner they ll be able to provide end users with the experience they demand without sacrificing security and visibility. Adopting a user-centric model is the most logical way to give end users what they want. But, how do you achieve this without adding new layers of complexity, spend, and risk? Many organizations have found success by implementing the following four-step plan. Step 1. Establish Personas Creating and assigning personas isn t a new concept. But it s one that can be deceptively difficult to deploy, particularly when you factor in the extra layer of complexity introduced by the BYOD movement. However, it s precisely because of that complexity that personas provided they re done right can do so much to streamline operations and increase the efficiency of IT operations. By identifying and assigning the right employee characteristics including job responsibilities, access levels, and approved applications and subscriptions device management can be simplified through codification and automation. This enables IT to create uniform processes to govern access, usage, and support. Step 2. Create Persona-based Portals Going a step further and creating unique, personalized portals connected to each persona provides entrance points for quick, easy access to only those applications, processes, and content that are relevant to each end user. Today s empowered end users seek simplification, speed, and access delivered through a user-friendly, intuitive interface. Portals provide a dynamic way to deliver services on an individual basis while reducing the time and expense required to provision manually. The result is a faster, more efficient, consumer-like experience that tech-savvy end users seek. Step 3. Provision Resources While today s empowered end users often bring their own personal technology into the workplace, providing the tools that workers need and want can be a win-win proposition. Employees are relieved of the financial burden and the risk of supplying their own devices. Meanwhile, the organization regains a measure of control over the devices linked to the infrastructure, thereby enhancing security and compliance. By limiting and standardizing options with end-user input organizations can simplify the management and service functions provided by IT, potentially saving as much, or more, than the cost of purchasing the devices. 4

5 CompuCom Leads the Way CompuCom s infrastructure management experience, industry talent, and proven ITSM process methodologies are just part of the reason we consistently outpace our competitors in client satisfaction and service quality. Our solutions draw on our nearly 30- year legacy of supporting end users to address today s critical business imperatives. CompuCom is a strategic partner to six of the top ten retailers and financial services firms in North America 3. And, Gartner has positioned us as a Leader in Ability to Execute in the 2014 Gartner Magic Quadrant for End-User Outsourcing 4. Step 4. Streamline Service Persona-based portals can also provide end users with a more responsive and satisfactory service experience. With the appropriate information assigned to each end-user s portal, many issues can be resolved quickly through on-demand self-service. When end users need the help of an agent, technicians have immediate access to the end-user s devices, applications, subscriptions, and access privileges. This can simplify and speed issue diagnosis and resolution. CompuCom Can Help CompuCom has a rich history of helping organizations manage technology challenges. We offer a robust portfolio of solutions designed to help organizations enable end users while enhancing productivity, efficiency, and satisfaction, including: CompuCom Persona & Community Services capture and categorize more than 150 unique persona attributes within your organization. We then assign them to end users, based on their work roles. This lets you empower each end-user with the applications and devices that they want and need. Personas are dynamic and can be refined as needs evolve. This helps align IT activity with business objectives while increasing efficiency. CompuCom Persona Portal Services deliver an easy-to-use, easy-to-choose user-centric experience that reinvents how end users interact with products, services, subscriptions, and support services. We combine the horsepower of a B2B engine with the elegance of a B2C design to deliver enterprise-class end-user services and a personalized, consumer-like experience. Persona-based portals are customized for end-users devices, authorizations, applications, and business needs with a focus on improving productivity and maximizing resource utilization. CompuCom Mobility & Device Services is a full-spectrum offering for incorporating devices into your sanctioned IT environment and manage them from acquisition through disposition. CompuCom can help configure and integrate devices, including PCs, tablets, smartphones, thin clients, and others as well stage services for multiple end-user systems and platforms. This solution is designed to increase end-user productivity, satisfaction levels, and collaboration, while keeping you on the vanguard of technology performance and security. CompuCom Customer Care Services provide personal-touch interaction with skilled agents that are uniquely matched to specific business personas and their requirements. The result is a B2C-like service experience in a B2B environment. The solution is designed to speed issue resolution, improve end-user productivity, and lower support costs. CompuCom can provide a single-point-of-contact Service Desk option, or add walk-up Solution Cafés that enable end users to drop off devices for service at their convenience. Learn more about CompuCom and our comprehensive services. Visit us online at CompuCom.com or call us at today. 1. How often should company computers be replaced. Leslie Merideth. Business News Daily, July 18, Michael Disabato, a Gartner Research Vice President Gartner Catalyst Conference 3. Stores.org Top 100 Retailers, 2013 and Fortune Fortune 500, Gartner 2014 Magic Quadrant for End-User Outsourcing, North America, by David Edward Ackerman, William Maurer, Bryan Britz, August,

6 About CompuCom Dallas-based CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America. For more information, visit CompuCom Systems, Inc. All rights reserved. CompuCom is a registered trademark and ClientLink is a trademark of CompuCom Systems, Inc. All other trademarks and product names mentioned herein are the property of their respective owners in the United States, Canada, and/or other countries. The information contained herein is subject to change without notice. 6

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