Presented at an employee inspiration day event, for a large customer in Sweden.

1. Evolving Service for the
Digital Workplace
Jon Hall
Lead Product Manager
@jonhall_

3. OLD

4. NEW

5. The
workplace is
changing.
75%
Of global workforce
will be Millennials
by 2030
Of workers
access
documents on
the go
81%

6. 6
“There was no centralized database at
Yale that allowed students to perform
course comparisons at-a-glance.
Washington Post, January 16th 2014
Two students programmed an
interface that would compile
everything in one place”
The story of CourseTable

7. 7

8. 8
Jan 22nd 2014
Mary Miller, Dean of Students, Yale.
January 2014
“Technology has moved
faster than the faculty
could foresee...
Questions of who owns
data are evolving before
our very eyes”

9. 9
“The IT department
will make you cry...”
USA University. 33,000 students.

10. 10
“We have the best IT
and computer people at
Stanford, ready to help.”

11. 11
(Investment bank, 1000-5000 employees)
“Takes ages to get
anything done… the
processes for everything
are long and painful” (Bank, 140k employees)
“Too much time is wasted
by employees on the
phone to IT”
“I would say the company
is about 10-13 years
behind the curve” (Marketing,200 employees)

12. Human
productivity is
new currency
for business
success. Companies
with engaged employees
outperform those without
by up to
202%$2.4K
Increasing employee
engagement investments
by 10% increases profits
per employee by

13. TODAY
PEOPLE
WORK
ANYWHERE
ANYTIME
WITH
TOOLS
THEY
CHOOSE

14. 14
”Mobile is Eating the World” -
Andreessen Horowitz, 2015.

15. Mobile HTML Browser
Fully rendered web sites,
sometimes mobile optimized.
WAP/HDML Browser
Single window, basic text, limited
interactivity.
Late
1990s
“Messaging as the platform”
Mid
2000s-
Native app front-end
Early
2000s
Standalone apps,
simple cross-launching.
Functionality accessed directly from
message or notification.
Evolution of primary smartphone user interaction
2015-

16. WeChat

17. Xiaomi WeChat store

18. Messaging interaction vs App
“The (WeChat) payment process is seamless. It takes 30
seconds, and you don’t get out of the app at any point,” said
Zhang, who pointed out the laborious steps that could rack up
precious minutes spent on mobile in America –
Searching online, opening a mobile web browser, entering
credit card information or heading to PayPal, all the while
bouncing between apps and tabs
“How WeChat is powering a mobile commerce boom” - Digiday.com

19. Business is
moving at the
speed of
850 ADPS
(Apps Downloaded Per Second)…
5x
By end of 2017,
there will be 5x
faster growth in
demand for mobile
app development
than IT’s capacity to
deliver them

20. GROWING UNAUTHORIZED I.T.
Only 20% of workers go to IT for new services

21. FALLING EMPLOYEE PRODUCTIVITY
Average worker wastes two days a month on IT-related issues,
including finding and requesting the proper tools

22. 22
Source: HDI Resource Brief – Dec15

23. Catalog Sprawl
• Staff wastes time looking for
tools in multiple portals.
• Catalog sprawl drives up IT
operation costs.
• Shadow IT grows, as workers
find solutions elsewhere.

24. 0
200
400
600
800
1000
1200
Q3 2013 Q4 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015
Consumer Enterprise
923897
831
738759
626
545
Source: SkyHigh Networks Cloud Adoption and Risk Reports (quarterly)
1083
1154
Growth of Cloud Services in the Workplace

25. 25
“The vast majority (of business users), about 85%,
brought Evernote into the workplace themselves”
Evernote CEO Phil Libin, launching Evernote Business
In APJ, 83% of employees bring their own devices
to work (41% citing contactability by clients)
VMWare “New Way Of Life” Survey, Asia Pacific and Japan
IT causes 84% of business users to experience a
“severe or moderate impact” on their ability to
be productive on a monthly basis
Forrester: Exploring Business And IT Friction

26. 26
Employees are more agile and engaged
when their work environment more closely
matches a consumer like computing
environment.
Gartner: Creating a Digital Workplace Execution Strategy

27. IT Service | ʌɪˈtiː ˈsəːvɪs |
noun
1. A Service provided to one or more Customers by an IT
Service Provider. An IT Service is based on the use of
Information Technology and supports the Customer's
Business Processes. An IT Service is made up from a
combination of people, Processes and technology and should
be defined in a Service Level Agreement.
Source: ITIL v3
PROVIDER
FOCUSED

28. "You‘ve got to start with the
customer experience and work
back toward the technology - not the
other way around.”
Source: Steve Jobs
CUSTOMER
FOCUSED

29. User-centric design approach

30. User-Centric Design and Development
BMC Confidential – Subject to change

31. Service Brokering
• Employee productivity jumps
with unified service app store.
• Streamlined IT focuses on
high-value projects.
• Risk and compliance issues
decrease with IT governance.

32. Constant, open feedback
Customer driven tools
Broker of services
Contextual and personal offerings
Enablement of open innovation
Periodic surveys
Technology-centric tools
Single source of services
Standard offerings
End-to-end control
OLD NEW
Monopolized trust Earned trust

33. The future is now.
Go digital or go extinct.
Of S&P 500
will be replaced
by 2027
75%
25%Of businesses will lose
competitive ranking due to
digital incompetence by
2017

34. Digitally advanced businesses thrive by unlocking
human productivity
26%
Profitability
9%
Revenue/Asset
12%
Valuation

35. © copyright 2016 BMC Software, Inc.
@jonhall_