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The 1990 United States census showed over 2 million home based workers. Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers. The facts are in, knowledge workers are ...

The 1990 United States census showed over 2 million home based workers. Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers. The facts are in, knowledge workers are staying home. The Service Desk has to rise to these new challenges, and the pain is real. Find out how your service centers can adapt as support goes home!
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Support Goes Home Support Goes Home Presentation Transcript

  • Support Goes Home
    ServiceSphere
    neil.thomas@servicesphere.com
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
  • Agenda
    Who is a Home Worker?
    Statistics and Trends
    Hair loss reasons for the Help Desk
    “Trouble Me”
    Policies & Procedures for Home Based Workers
    Solutions
    Summary
  • Alone we can do so little; together we can do so much
    Helen Keller
  • Who is a home worker?
    What is it?
    Telecommuting, e-work, Homeshoring, Homesourcing, Telework
    Working from home part-time or full time
    Working in remote locations because of job functions
    Who is doing it?
    23% of workers work from home or are given that option
    59% believe "part-time" telecommuting is the ideal work situation (includes 38% who think a mix of coming into the office and working from home is preferable, and 21% who say working at home is the best)
    73% rarely or never get work done during their commute - despite technologies that allow employees to put in time while headingto and from work
  • Some characteristics
    Disconnected physically and emotionally
    Non-Standard Hardware and Software
    Working Hours often very erratic
    They never leave “work”
    Not everyone can “work” from home
    Many of these people have never actually seen the help desk
  • Typical working “at home”……
  • Statistics and Trends - US
    1999 1% were home based
    2005 8%.....11.3 million
    11% work 11 hours+ in a typical day, only 7% for office based
    51% female
    2010 much of workforce works remotely at some time
    Source - US Census Bureau Jan 25 2010 on 2005 data
  • Statistics and Trends
    It all started with the Blackberry….and is continuing with iPhone
    As applications go more to the “Cloud” users will see less of a need to be physically tied to a location.
    Employers are finding that they can increase the talent pool and attract more qualified employees when their location becomes a non issue.
    • According to NORTEL, the cost to relocate an employee to another city can run as high as $100,000.  It can cost $2,500 just to move an employee from one cube to another.
    • In the UK in 2008 60% of all new businesses were launched from home
  • Statistics – Top 10 US Cities for Remote Working
    San Diego
    West Palm Beach, Fla.
    Buffalo, N.Y.
    Salt Lake City
    Raleigh, N.C.
    Oklahoma City
    Nashville, Tenn.
    Charleston, S.C.
    Greensboro, N.C.
    Hartford
    NewHaven, Conn
    • Employers support remote-working programs, although only 40 percent have a formal policy
    • Bosses, peers and colleagues support remote-working programs
    • Employees identify commuting avoidance and productivity of environment as benefits to using remote- working programs
    • The top three reasons to work from home according to survey respondents are to save gas, be more productive and have fewer distractions
    • Regardless of region, weather was the No. 1 reason (71.7 %) respondents gave for wanting to work remotely
    Press release: Survey of information workers commissioned by Microsoft Corp. through 7th Sense LP (March 10 2009)
  • Example - British Petroleum BP
    $26 billion profit 2009
    84,000 Users of IT Globally
    70,000 PC’s of which 85% are laptops
    23,000 contractors (support, maintenance, contract etc…)
    Home working encouraged
  • Home Working Benefits
    Disasters and pandemics can cripple business, but containable through teleworking
    For workers, that means more freedom, less traffic and a better shot at actually achieving that allusive work/life balance
    Teleworking can immediately and demonstrably reduce internal IT operations costs
    • Allows employees to be located near to where the work is
    • Reduced building & facility cost
    • Reduced energy costs
  • And the future?
    “The next decade will see widespread changes in the work environment. Increasingly, people will customize their work, workplace, location, information sources, tools, resources, learning options and community networks, free of boundaries and traditional constraints. The future worker, spurred by consumer behavior, social connectivity and an arsenal of personal devices, will create a work environment of infinitely varied options. Moreover, he or she will be as likely to live in Beijing, Sao Paulo or Hyderabad as in San Jose, London or Tokyo”
    Gartner “The Future Worker 2015”
  • And the future?
    • Penetration of mobile devices is 50% globally(Gartner 2010)
    • In US 90% of adults use a mobile phone (Gartner 2010)
    • From “Push” to “Pull”….Employees define their own technology solutions
    • Rise of social media and on-line communities
    • By 2015… 30% of skilled workers in developed countries will be independent agents (Gartner)
    • 30%+Remote collaboration with people they have never met
    • Business use mirrors social use of technology (children & twenties)
    • By 2015 40% of bloggers will be over 65 (…the “baby boomers”)
  • Hair Loss reasons for the Help Desk
    Oh no, they’re using their own computer
    Oh no, it’s not got the standard image
    Oh no, it a Mac running Linux with Star Office emulating Word
    Oh no, it 5:00pm and I’ve got tickets for the game tonight
    What did you say you daughter did to the laptop?
    I can’t hear you very well, is that a party going on in the background?
    What do you mean you’re not working today?
  • The Big Issues
    Availability of Support
    Back-ups
    Data Security
    Availability
    No control over configuration
  • “Trouble Me”
    Support desk feels handcuffed that they can’t just go and fix things
    Homes with more than one computer and the family “sharing” Dad or Mom’s Work computer
    Securing Home Computers and be difficult
    Tracking assets that are offline or disconnected or traveling
    VPN’s
  • “Trouble Me”
    Intranets
    Email large attachments
    Group Conference Calls (expensive)
    Mobile Phone sync Issues
    Users in Hotels
    Lost files and drives
  • “Trouble Me”
    Newer OS’s are more secure, so even tougher to support remotely with remote tools
    Software Licensing
    Home based users could even use “lack of adequate” support as a reason for poor performance
  • Policies – Define It
  • Policies - Requirements
    Define the Home Office Requirements
    A good office phone with a voice-mail system capable of forwarding incoming calls from desk to home office
    A reliable and fast Internet connection (specify a minimum)
    VPN access to the corporate network
    An intranet that gives access to the information needed for daily job functions
    Teleconferencing tools
    Presentation-sharing tools
    Applications that work remotely
    An instant-messaging (IM) client on which the team standardizes
  • Policies – Access & Support
    Define Support Hours, access and methods
    Define SLA’s for home based users
    Update Service Catalog offering to include optional home based operations for support
    What do you support?
    Just company equipment?
    All equipment to do the work?
    Telephone?
  • Policies - Education
    Establish eLearning for key applications, tools & skills
    Create Learning Support Managers to help individuals grow
    “Instant Mentoring” for help on specific topics
    Resource libraries/tools/knowledgebases for applications, tools etc
    Right Answers
    Establish community groups to help other
    employees, either for tools or for applications
    and business practice
  • Policies – Support
    Baseline equipment at home
    Tie back to dependent systems for impact analysis
    Make sure that all other reports do not take into account external home based users when using external vendor support
    Spare Laptops and images on hand for Overnight Deployment
    Create a home user support specialist who is familiar with Home Based Users and their issues
    Inventory of all home based users environments from type of internet connection, provider to the type of Mouse used, document it so you can support it, even a picture of the remote work space can come in handy
    Create a home based user web page or social networking group for communication
  • Example - British Petroleum BP
    Senior Exec’s receive physical support if required
    Business applications (where possible) are delivered through the browser e.g. Outlook via WEB, SharePoint applications….etc
    Applications and hardware supported, network not
    Significant applications MUST run on a BP device
    Data protected with an enhanced legal agreement
    “PC on a Pen”
    Use “Go to Assist” (Citrix on-line)
  • Solutions - Applications
    Incremental online backup solutions, e.g. Mozy
    Move to cloud based applications/SaaS
    A major product direction for many vendors
    SaaS Showcase – Software as a Service Resource Center
    http://www.saas-showplace.com
    Cloud based Office applications:
    MagicalDesk
    nDesktop
    Office Live Workspace Beta (Microsoft)
    Google Apps
    Designed to be platform independent
    Major cost reductions in delivery
    Update policies and procedures to reflect cloud based approach
  • Solutions – Remote Support
    Web based services such as
    Go to Assist
    Big name players Microsoft, Symantec, LANDesk etc
    provide great remote control features
    Desktop management solutions need to include client side footprints that can talk back to the main office via the web
    Desktop Management solutions need to include antivirus and security
    Remote Management
    login me in
    GoToMyPC
    Plus many others….
  • Solutions - Organisational
    VOIP Lines (Vonage offers business plan with higher support SLA)
    Desktop Management Solutions
    Major Vendor Support Contracts e.g. Dell, HP, Gateway
    Local Support Contracts through Retail Vendors *Make sure to keep the SLA on file attached against supported user
    Geek Squad
    Local Shop
    Note: The employees neighbor who is good with computers is not a support option!
  • Solutions - Procedural
    Local Ensure that employee contracts define what is, and is not, permissible, for example;
    Confidentiality, security and data protection
    The home worker will ensure the confidentiality and security of any information they are required to work with in the home, in accordance with their existing contract of employment. Such information will not be accessible to family or visitors of the home worker.
     
    Data stored on computer will be backed up according to the regime agreed with the home worker’s line manager. Anti virus software must be installed and regularly updated on all home office computers including laptops.
  • Solutions – Procedural 2
    Implement Virtual Machines
    Do not UNNECESSARILY give users admin control of their PCs
    Use a configuration management tool to enforce (and continues to enforce) the standard configuration
    Block the users ability to perform back ups or transfers to external drives
    Perform ID checks by using validation rules in the VPN
  • Tools to stay in touch
    VOIP Instant Messaging
    PDAs/Smart Phones
    Phone conference
    Video conference
    Web conference
    Wiki
    Collaboration technology
  • Summary
    Home based users will continue to grow
    Within 10 years every IT worker will talk to the cloud from some type of device
    Move to applications that are delivered through the cloud
    Supporting people who you can’t walk over to is much harder on everyone
    Use Tools on your side and the home users side to divert disaster
  • Full Circle…..
    70 years ago, it all started with a simple sentence
    “There’s no place like home”