Successfully reported this slideshow.
Your SlideShare is downloading. ×

MAC@IBM, How & why IBM Transformed the End-User Computing Experience

Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Upcoming SlideShare
IBM Mac At Work
IBM Mac At Work
Loading in …3
×

Check these out next

1 of 18 Ad

MAC@IBM, How & why IBM Transformed the End-User Computing Experience

Download to read offline

Why IBM is providing IBMers MACs vs PCs and how we did it - improving employee engagement, productivity, and satisfaction while saving a lot of money. This initiative reimagined the helpdesk process and experience leveraging enterprise social (IBM Connections).

Why IBM is providing IBMers MACs vs PCs and how we did it - improving employee engagement, productivity, and satisfaction while saving a lot of money. This initiative reimagined the helpdesk process and experience leveraging enterprise social (IBM Connections).

Advertisement
Advertisement

More Related Content

Slideshows for you (20)

Advertisement

Similar to MAC@IBM, How & why IBM Transformed the End-User Computing Experience (20)

Recently uploaded (20)

Advertisement

MAC@IBM, How & why IBM Transformed the End-User Computing Experience

  1. 1. Revenue/(2014) $/92.8B 400,000 Employees 40%'work'remotely About IBM Operations/in/over/170 countries Key/Business/Segments Remixed'our'portfolio'toward/services,/software,/and/integrated/solutions Cloud MobileAnalytics Social 2,800locations,/12 research/laboratories/ worldwide,/+800,000' traditional/endpoints Security 130,000 Contractors 100,000+ Business/Partners
  2. 2. IT@IBM Workplace*as*a*Service Laptops Laptops/under/ management 618,000 Mobile/Devices Mobile/phones/ &/ tablets/under/ management 149,000 Printers Printers/deployed/ worldwide/to/IBM/ offices 9,000 Help/Desk Help/Desk/tickets/per/ year 2.4M
  3. 3. STATUS'QUO • Macs/are/more/expensive • Macs/are/challenging/expensive/to/support/ • We/will/have/to/re*factor/the/application/ portfolio/ &/retrain/the/help/desk • We/are/focused/on/cost/take*out,/not/ incremental/expense • We/wish/we/could/give/people/Macs,/but/we/ just/can’t/afford/it
  4. 4. WHAT WE MEASURE – MAC VS PC Ratio/of/support/staff/to/supported/employees Workstation/cost/per/user Depreciation/cost/per/year///residual value Deskside labor/costs/due/to/backup/restore/re*image Number/of/help/desk/calls/tickets Number/of/battery/replacements Cost/of/creating/Windows/ images/vs/Standard/MacOS Cost/of/hard/disk/encryption Cost/of/Anti*virus software Cost/to/cascade/machines/between/employees
  5. 5. ! Licenses/&/Infrastructure ! MacOS &/iOS/Help/Desk/ Staff/&/Buildout ! New/intranet/support/ portal ! Project/staff///OCM ($)/INVESTMENT ! Reduction/in/hard/drive/ encryption/costs/(native/ MacOS FileVault vs/PGP) ! Reduction/in/Antivirus/ costs/(Xprotect vs/3rd party/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)
  6. 6. http://w3.ibm.com/mac CHANGING THE EMPLOYEE EXPERIENCE (&/EXPECTATIONS)
  7. 7. Macbook/Pro/&/Macbook/Air Integration/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
  8. 8. CONTINUOUS IMPROVEMENT
  9. 9. FOCUSING ON THE EXPERIENCE Before After
  10. 10. FOCUSING ON THE EXPERIENCE Before After
  11. 11. FOCUSING ON THE EXPERIENCE Every/dollar/spent/on/help/desk/avoidance/pays/for/itself/7x
  12. 12. PRINTED WELCOME INSERT
  13. 13. Mac@IBM/App/Store Leveraging/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
  14. 14. IBM'Backup'&'Restore AUTOMATED SECURE BACKUPS TO THE CLOUD FOR SELF SERVICE RESTORE
  15. 15. 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
  16. 16. 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
  17. 17. 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/Staff 1,900'Macs/ deployed/ per/week 18 Minute/average call/wait/time/ 40% PC'USERS Percentage/of/PC/users/ who/call/the/help/desk
  18. 18. 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)

×