Support Goes Home


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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 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

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