POWERING THE ERA OF THE END USER

Transcription

1 POWERING THE ERA OF THE END USER 1

2 When is IT support more than just support? When it positions your employees to embrace new possibilities. IT has been characterized by rapid and radical change. From mainframes that centralized computing, to distributed servers that knocked down silos, to desktops that extended capabilities to end users, IT has never stood still for long. Millennials require a different approach to IT. Hiring managers say 8 in 10 millennials are more technically adept than other workers, and in 2015, millennials will become the largest generation in the U.S. workforce. 1 Today we re entering a new wave. The power of IT is now packed in every pocket, strapped to every wrist and embedded in everyday objects. The average smartphone has more power than the computers that put Apollo 11 on the moon. End users can leverage that power to do their jobs more efficiently and run your business more effectively. But that s true only if end users have always-on access to IT when they need it, where they need it and how they need it. And, that need translates into implications for how you procure, configure, implement and manage your IT resources. The More, the Millennials Gartner refers to the new computing paradigm as the Nexus of Forces. Cloud computing adapts to user demand. The Internet of Things delivers new data streams. Big Data extends insights to more people. Social platforms let employees interact in new ways. And mobile technology gives workers anywhere, anytime access. This Nexus of Forces is having a profound impact on every business as well as every end user. Today, data is democratized. IT is consumerized. Employees bring their own devices to work, and they access those devices and your network around the clock. They expect an always-on experience, with instant access to IT and to IT support. Millennials are also driving this trend. These digital natives make up 45 percent of the workforce today, and that figure will climb to 75 percent in just 10 years. 2 They have high expectations for how they interact with technology at work. These forces refocus IT on the end user. With the power shifting to the individual, the role of the IT organization must be... about removing obstacles to ease mobility, social interaction and contextual information delivery, Gartner says. What s needed is a response to workplace changes by delivering a more consumer-like computing environment. 3 1 The 2015 Millennial Majority Workforce, Elance-oDesk and Millennial Branding, October The Deloitte Millennial Survey, Deloitte, January The Nexus of Forces Is Creating the Digital Business, Gartner, December

3 Humanizing IT What does this focus on the end user mean for IT? It means IT has a new opportunity to create value. By empowering them to take advantage of the hardware, software, devices and apps at their fingertips, IT can help employees achieve more than they thought possible. The idea that people are the central focus in the manifestation of digital business Gartner calls digital humanism. 4 CIOs increasingly recognize this opportunity. They understand the old ways of managing IT no longer deliver optimal results. CIOs are actively shifting to an IT support model that places the end user at the center, and aligns the IT life cycle with the needs of the people who consume IT. But CIOs face tremendous challenges as they embark on this journey. They need to support a talent pool that s increasingly tech-savvy while serving the needs of a workforce that s still more than 50 percent Baby Boomers and Gen Xers. 5 They need to deliver a personalized technology experience that provides consumer-like, on-demand support while maintaining traditional options for workers who still prefer enterprise IT in order to perform their jobs. CIOs need to enable productivity, flexibility and innovation while maintaining security, compliance and cost control to mitigate risk. With too many controls or restrictions in place, employees find their own solutions. With too few, the organization and its intellectual property are threatened. This balance between enablement and control will drive IT investment for the next decade. How will you support both digital natives and traditional workers? How will you enable device and application choice while protecting enterprise data? How will you support a decentralized workforce while continuously improving IT management? And how will you get the visibility into the data and metrics to ensure you re on the right path? The answers lie in three IT imperatives: Experience IT must deliver a superior experience, in both technology and support services, to respond to employee expectations. The goal is to improve satisfaction, increase collaboration and productivity, and empower employees so they can achieve new possibilities. Economics The singular focus on reducing IT costs has given way to enabling employee and business effectiveness. But no organization can afford to ignore total cost of ownership. IT must measure and respond to the consumption of technology and services to ensure it delivers optimum value. Equity The end-user experience and IT economics must be balanced. By weighing requirements for security, compliance and control against empowering end users to do their jobs better, IT can align with business needs and help the organization achieve higher levels of success. 4 Embracing Digital Humanism, Gartner, June U.S. Bureau of Labor Statistics data 3

4 User-centric Support CompuCom offers the strategy and execution to establish a solid foundation for these IT imperatives. Our rich solutions and services portfolio replaces the outmoded data center-out view with a more effective user-in perspective. Our approach achieves true balance between today s two essentials: IT s need to deliver an optimized end-user experience, economical total cost of ownership and alignment with business objectives. Your end-users need for anywhere, anytime access to devices, applications and data. Leveraging key data your operations already generate, we can provide actionable insights into your IT environment and design a truly personalized, consumer-like end-user experience. For many organizations this starts with the development of end-user personas, personalized portals and private/hybrid clouds. Persona-Based Modeling Transforms the End-User Experience For a leading Northeast insurance company, CompuCom implemented Persona-Based Modeling to bridge the gap between IT and business users. The company was grappling with end-user satisfaction that had fallen to an all-time low. CompuCom identified 500 separate enduser roles, system performance metrics that were half the industry average, and an inability to measure the end-user experience. Following CompuCom recommendations, the insurer narrowed in on three end-user segments, 11 personas and 37 key roles. Reorganized to focus on business alignment, IT rolled out advanced devices to support role requirements and promote collaboration. Today the company s service model aligns with business needs, and end-user satisfaction is rapidly on the rise. 4

5 Solution Café Sparks New Innovations For a major U.S. pharmaceutical, CompuCom rolled out Solution Café IT walk-up service centers at eight campus locations. Solution Café is an oncampus support center where end users can stop by to get help with their IT equipment and apps. Employees benefit from personalized IT assistance and in-depth workshops staffed by CompuCom IT specialists. Those employees leave Solution Café ready to leverage IT to achieve more than they thought possible. The company reports that service calls are down 25 percent and user satisfaction is up 10 percent a significant improvement in an area where even modest gains are rare. What s more, technicians can handle 70 percent more tickets per day in the Solution Café. Our unique value chain covers the full life cycle of IT services from the procurement of technology to the configuration, implementation and management of complex environments. Our birth certificate approach gives you unparalleled visibility into your end-to-end infrastructure, from purchase through disposal. CompuCom s comprehensive offerings include End-User Enablement, Service Experience Management and Cloud Technology Services. End-User Enablement This solution portfolio delivers true end-to-end device management while optimizing the end-user experience and aligning with business goals. Service Experience Management These solutions and service models create exceptional customer engagement and business value. They provide a reinvented, personalized service experience that is easy to use, speeds resolution time, optimizes end-user productivity and reduces overall support costs. Cloud Technology Services This solution portfolio delivers products and services that connect end users to business applications and information. From data centers to wireless connectivity, we help you purchase, implement, staff and manage multivendor technologies across public, private and community infrastructures. The CompuCom Difference CompuCom provides its End-User Enablement, Service Experience Management and Cloud Technology Services through an unmatched, vertically integrated delivery model. This unique approach combines three levels of execution: Managed services provide IT services and support that address your critical end-user and network operations. Engineering and deployment services provide technology integration, refresh, install, moves, adds and changes, helping you achieve an optimal return on investment. On-demand technology and expertise provide multivendor enterprise and mobile technology, plus on-demand expertise to empower your business. Our solutions and services are provided either face-to-face for a more personal interaction, through personalized digital platforms, or via remote multichannel engagements to meet your unique needs. The result is the optimal management of servers, infrastructure, software and endpoint devices from planning to retirement. That could be as simple as mapping smartphones to an IP address. Or it could involve deploying all of the hardware, software and data clients need for opening remote locations on demand, which is what our MyStore solution provides for our clients. This optimized management translates to lower IT costs, increased end-user productivity and efficiency and, ultimately, an improved experience for your organization s customers. 5

6 Vertically Integrated Delivery Model Across Multivendor Technology Life Cycles Managed Services and Support Services Digitally Personalized Engagement Engineering and Deployment Projects Remote Multi-channel Engagement On-Demand Technology and Accessories Face-to-Face Personal Engagement Across Global Hybrid Support Delivery CompuCom is unique because we re technology independent. We re not an OEM, so our solutions can be equipment-neutral. Yet we are premier partners with brands you trust, including Apple, Cisco, HP, Intel, Microsoft, ServiceNow and many others. These long-established relationships combined with our unequaled expertise mean we always recommend the right solution for the right purpose. Persona Profiles Optimize Productivity For a multinational financial services firm, CompuCom implemented Persona & Identity Solutions to create persona-based profiles for 250,000 employees. The company was struggling with an outmoded approach to delivering IT services. Personas would enable it to provide the right services to the right employees to optimize their productivity and effectiveness. CompuCom assigned personal profiles to all employees, mapping user responsibilities to devices, applications, access privileges and policies. That drove an impressive 233 percent reduction in both the number of desktop items in the service catalog and the number of days needed to provision applications. It also slashed teller costs charged to the business by 47 percent. 6

7 Client-centric DNA CompuCom has a clear vision and road map for the future of IT and how it can help your organization achieve its goals. We stay on the forefront of IT innovation so that you can, too. We can help you identify your place on the path to IT effectiveness and define the next steps to reaching your objectives. The average CompuCom client relationship spans 14 years, and 90 percent of our clients have worked with us for at least five years. CompuCom understands technology is an enabler for people to get things done driving differentiation, innovation and collaboration to achieve more than you thought possible. With millions of satisfied end users and decades spent delivering innovative excellence, we help your workforce achieve game-changing improvements in productivity. Anywhere, anytime, on any device, we are there to support your business success. It s no wonder CIOs of leading organizations in financial services, retail, healthcare, life sciences, manufacturing, oil and gas, education, public sector and other industries trust CompuCom with stewardship of their technology and their end users. As your organization confronts the realities of the digital business era, you face an unprecedented opportunity to empower your people to do their jobs more efficiently and run your business more effectively. CompuCom can help you deliver IT to end users when they need it, where they need it and how they need it. So they can embrace new possibilities. And you can achieve improved results. 7

8 CompuCom Fast Facts CompuCom has a team of 11,500 associates, including more than 1,000 application services consultants with Cisco Systems, HP, IBM, Microsoft and Sun Microsystems expertise. CompuCom holds more than 100,000 industry certifications, including Six Sigma, ITIL for service delivery, ISO 9001:2008, ISO and more. CompuCom supports 4.4 million users, 8 million service desk incidents and 700,000 field support calls each year in North America more than any other IT provider. Six of the top 10 Fortune 500 companies do business with CompuCom. Eight of the top 10 retailers and six of the top 10 financial services companies in North America count on CompuCom to support their mission-critical IT operations. More than 97 percent of CompuCom revenue comes from repeat clients a testament to our laser focus on client satisfaction. Industry Recognition Leader Gartner 2015 Magic Quadrant for End-User Outsourcing Services, North America. 6 We have been included in the Leader category for 12 consecutive years. Challenger Gartner 2015 Magic Quadrant for Data Center Outsourcing and Infrastructure Utility Services, North America. 7 Included in Challenger category since CompuCom has been a strong performer in the Forrester Global Infrastructure Wave since Top 10 Outsourcing Service Provider Building 10 Sourcing Standouts Category, Americas Region, Information Services Group (ISG), Leader End-User Enablement, 451 Research End-User Workplace Enablement, ACE AWARD CustomerSat Achievement in Customer Excellence, consecutively since SERVICE 800 ServiceMetric, help desk services performance above industry benchmark, consecutively since CDN Top 5, Top 100 Solution Providers in Canada Computer Dealer News, consecutively since CDN Channel Elite Awards 2014 Service Organization, Gold Winner. CompuCom is the only IT outsourcing company to achieve the prestigious Service Capability & Performance Support Standards certification every year since it was established in Learn more about CompuCom and how our comprehensive solutions and services can benefit your organization. Visit us online at CompuCom.com or call us at Magic Quadrant for End-User Outsourcing Services, North America, Published: 19 August 2015, Analyst(s): David Edward Ackerman, Daniel Barros, Helen Huntley 7 Magic Quadrant for Data Center Outsourcing Services, North America, Gartner, August

9 ABOUT COMPUCOM CompuCom Systems, Inc., a global company headquartered in Dallas, Texas, provides IT managed services, infrastructure solutions, consulting and products to Fortune 1000 companies committed to enhancing their end users experience. Founded in 1987, privately held CompuCom employs approximately 11,500 associates. For more information, visit CompuCom Systems, Inc. All rights reserved. CompuCom, Solution Café and ClientLink are registered trademarks 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. 9