Information Technology Outsourcing (ITO) Market Update: July 2010 Preview Deck Topic: Desktop Virtualization A Cautious March

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1 Information Technology Outsourcing (ITO) Market Update: July 2010 Preview Deck Topic: Desktop Virtualization A Cautious March

2 Background and scope of the research Background of the research Desktop virtualization has started to gain traction across enterprises. The most popular flavor, Virtual Desktop Infrastructure (VDI), is seeing a lot of traction in terms of pilots. Suppliers also continue blurring the lines between real desktop virtualization and older technologies such as terminal services and network computing VDI provides benefits of management, security, control, and efficiency. Most of the large suppliers are bullish about its prospects and believe desktop as a managed service and offshoring will get a boost due to VDI Buyers have multiple hurdles and challenges to overcome. Major pre-deployment hurdles include upfront investments and technology confusion. Post-implementation challenges can be difficult to overcome (e.g., user satisfaction, switch-over etc.), and desktop virtualization may become a point of no return The scope of analysis includes Definition of the desktop virtualization landscape and its flavors Assessment of buyers concerns and business cases, which include cost comparison to a traditional desktop environment, and to a highly automated and offshored desktop environment as well as analysis of up-front investments needed to deploy a VDI ecosystem Profiling of major desktop management suppliers, including multinational companies (MNCs) and Indian suppliers in terms of their desktop management and desktop virtualization strategies Alternate scenarios for adoption of VDI with likelihoods 2

3 Table of contents (page 1 of 2) Topic Page no. Summary of key messages 5 Section I: Desktop virtualization overview 7 Summary 8 Issues in desktop management 10 Impact of VDI 11 Server versus desktop virtualization 13 Current state of VDI 15 Section II: Business case and buyers concerns 16 Summary 17 Challenges in end-user environment 18 Buyers reasons for adoption and major hindrances 19 VDI versus traditional desktop set-up 22 VDI versus offshored/automated desktop set-up 23 Up-front investments for VDI 24 Unique VDI challenges 26 Section III: Supplier strategies 28 Summary 29 Divergence of strategies 30 Offerings from suppliers 34 Supplier profiles 38 3

4 Table of contents (page 2 of 2) Topic Page no. Likely scenarios of evolution 43 Summary 44 Industry adoption trend 45 Change dimensions 46 Likely scenarios 48 Implications for key stakeholders 52 Appendix 54 Glossary of terms 55 References 57 4

5 Overview and abbreviated summary of key messages (page 1 of 2) This report analyses desktop virtualization with more focus on VDI. Comprehensive business cases include analysis of ROI for virtualized versus traditional desktops, virtualized versus offshored/automated desktop setup and up-front costs needed to develop a VDI ecosystem. Buyers concerns and strategies of top desktop management providers (MNCs and Indian) have been elaborated along with key dimensions of their divergence. The report also predicts the most likely scenario of VDI evolution Some of the findings in this report, among others, are: Desktop virtualization overview The end-user computing ecosystem went through a cycle of dumb terminals, thin clients, thick clients, full-featured clients, and now back to thin clients The long, complex, and insecure way of traditional desktop provisioning and management is making way for desktop virtualization, which suppliers argue can address most of the current pain points Desktop virtualization impacts all the major cost drivers of desktop management, e.g., technical support, PC engineering, and application administration Desktop virtualization is different from datacenter virtualization, and the ecosystem is still evolving with all the accompanying confusion and hype Business case and buyers concerns Buyers want to reduce the complexity and inherent insecurity of a traditional desktop environment. However, up-front investments and technology confusion leading to apprehensions about switch-over costs make them indecisive Desktop virtualization in general and VDI in particular provide significant value compared to a traditional desktop environment. However its return on investment (ROI) over a well-automated and offshored set-up is difficult to ascertain; hence, the business case is driven by intangible benefits which are hard to quantify Buyers are concerned about the unique challenges that VDI introduces, e.g., user satisfaction, latency, switch-over costs, and inclusion of many different stakeholders in managing the desktop environment 5

6 Overview and abbreviated summary of key messages (page 2 of 2) Supplier strategies Suppliers are upbeat on VDI, however they have a flavor agnostic strategy and offer various flavors of desktop virtualization to the buyers Buyers are piloting VDI aggressively and are continuing with application virtualization as the preferred form of desktop virtualization. Nonetheless, large scale VDI implementations are not yet common Traditional ITO suppliers appear well placed in leveraging their alliances and technology competence. However offshore suppliers also have major plans for VDI, as they believe it can significantly drive up offshoring Likely scenarios of evolution Multiple industries are adopting VDI; financial services and healthcare are the early adopters Adoption of VDI will be governed by the reduction in cost, more clarity on technology and switch-over costs, changed user perception and improved management ecosystem We see three likely scenarios with varying degrees of likelihood for VDI Targeted adoption, which starts with specific users; as buyers become more comfortable, they incrementally add other users Industry consensus, which is less likely because users in specific roles across industries have varying, often complex, requirements Hype and decline, which is, although still possible, is least likely, given growing investments in VDI and alliances by technology companies 6

7 This study analyses buyers reasons to deploy desktop virtualization, hindrance towards adoption, ROI and upfront costs needed for VDI Buyers perspective why desktop virtualization? Relative ranking of reasons for adoption of desktop virtualization Percentage of suppliers ranking the reasons cited by the buyers to implement desktop virtualization Least important Most important Improve security Centralized management Reduce terminal support cost Reduce management cost Elongate hardware refresh cycle ROI benefits over traditional desktop environment PC management cost per year US$ Applications running inside VMs make extensive testing redundant. Central VMs make rollout simple Thin clients need minimal updates, can be easily configured/changed. VM s central management provides efficiency Standard thin clients & virtual machines reduce conflict and other application issues requiring lesser support services Buyers perspective major hindrances in adoption Relative ranking of reasons for adoption of desktop virtualization Percentage of suppliers ranking the reasons the buyers cite as hindrances towards adoption of desktop virtualization Minor hindrance Major hindrance Upfront cost Technology confusion Latency of response Up-front investments needed for VDI Upfront investments US$ OS licensing is a gray area with concurrency licensing issues Cheap PC storage is replaced by SAN-based expensive storage (One desktop image ~GB) Various ranges of thin clients from US$- US$ and above per device End user s unwillingness Traditional Application admin PC engineering Source: Everest Research Institute (2010) Tech support Virtualized set-up Server Virtualization Thin client OS Storage Network Total 7

8 Additional ITO research recommendations The following documents are recommended for additional insight on the topic covered in this Research Report. The recommended documents either provide additional details on the topic or complementary content which may be of interest 1. Hype and Reality of Cloud Computing Mind the Gap! (ERI R-0402a); 2010: The hype surrounding cloud computing is increasing every day. Various services, even traditional outsourcing are being dubbed as cloud services by the service providers. This research piece builds a business case for cloud services over a traditional and a virtual datacenter environment. It suggest strategies for buyers and service providers to adopt cloud computing. The concept of Operations as a Service is discussed in detail. It also provides a brief overview of cloud capabilities of various ITO service providers and discusses various scenarios which are possible for cloud computing adoption in the future 2. ITO Request for Information 2010 A Market Insights Report (ERI R-0427); 2010: This report analyses various key trends across global ITO market using data from major service providers about their top ITO deals across Infrastructure outsourcing, ADM outsourcing and ITO bundling. The 19 participating service providers represent MNCs having headquarters in North America and Europe as well as Indian service providers. The analysis is segregated into various segments across buyer revenue, signing geography, industry segments, offshore/mnc service providers and pricing models. Buyers and service providers will get key insights into the trends of ITO markets For more information on this and other research published by the Everest Research Institute, please contact us: Ross Tisnovsky, Vice President: Chirajeet Sengupta, Research Director: Soumit Banerjee, Senior Research Analyst: Yugal Joshi, Senior Research Analyst: ITO team Everest Research Institute Two Galleria Tower Noel Road, Suite 2100 Dallas, TX Phone:

9 Get the answers today that lead to tomorrow s success Everest has the resources, experience, and capabilities to provide companies with the strategic intelligence, analysis, and insight that are crucial to making the right decisions in today s outsourcing marketplace. With the vision of our leadership team, the personal commitment, and indeed, the passion of our professionals to deliver real value to our clients, our organization is unsurpassed in its ability to guide your company s future success. Everest Research Institute Two Galleria Tower Noel Road, Suite 2100 Dallas, TX U.S.A Everest Group 150 E., 52 nd Street, 16 th Floor New York, NY U.S.A Everest India Ground Floor, Tower A Unitech Business Park South City - I, Gurgaon National Capital Region India Everest Australasia 409a Wattletree Road East Malvern VIC 3145 Australia Everest Canada The Exchange Tower 130 King Street West, Suite 1800 Toronto, ON Canada M5X 1E Everest UK 1 st Floor, Accurist House 44 Baker Street London, W1U 7AL United Kingdom Everest Netherlands & Continental Europe Atrium Building 3 rd Floor Strawinskylaan ZX Amsterdam Netherlands Everest Australia Level 6, 90 Mount Street North Sydney NSW 2060 Australia

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