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© 2015 RES SOFTWARE – ALL RIGHTS RESERVED
Conquer the Barriers to
Self-Service Adoption
Presented by
• Diana Wong, RES Sof...
Today’s Webinar
• Current Barriers of Self Service
• Technology Disruptions & the Cloud
• ITaas and Service Delivery
• Why...
Today’s Barriers of Self-Service
Lack of Automation
• Countless routine tasks
• Often done manually or via many scripts
• ...
• William Fellows, VP Research
• Agatha Poon, Research Manager
451 Research is an information
technology research & advisory company
Founded in 2000
220+ employees, including over 100 a...
6
Economics
Technology
Organization
2006
7
2015
8
CLOUD COMPUTING
Q1 2015
•Source: 451 Research, Voice of the Enterprise:
Cloud Computing, Q4 2014
•Q. What percentage of yo...
CLOUD COMPUTING
Q1 2015
•Source: 451 Research, Voice of the Enterprise:
Cloud Computing Q1 2015
•Q. Which of the
following...
The end of the beginning…..
11
12
Issues enterprises are facing
12
Moving from pilots to production, making stakes higher
Challenges span economics, tech...
ITaaS - turning technology into service delivery
• IT departments thinking like businesses
• Automated, consumption-based,...
Why is the conversation turning to ITaaS now?
• The aftermath of the 2007 economic downturn
• Workplace mobility and consu...
P R O G R E S S
The journey to cloud…..
15
Q. In what phase are you in evolving your internal infrastructure
(i.e., cloud-...
What business users (LOBs) need/expect of IT
16
• They don’t care about any of the
stuff on the last 3 slides
• They need ...
ITaaS Maturity Model
Level 1
No catalog,
centralized, monolithic
IT processes.
IaaS and SaaS is the
domain of ad-hoc
shado...
Turning technology into service delivery
Benefits
Preserve the agility and self-
service model and allow IT to
retain cont...
Business transformation is well underway
19
Source: ChangeWave Research, a service of 451 Research
3 out of 5
companies al...
Why transform, why now?
Economic Motivation
Minimize high system and
running costs
Eliminate ongoing service support and
m...
The New Normal for Enterprises
N=162, Source: 451 Research, the InfoPro
22
The New Normal for Enterprises
Cloud Marketplace
• API-driven
• User-friendly
• Customizable
• Private-branded
What Does a Cloud Marketplace Entail?
Storefront
 A front-end interface where users are able to browse, discover, and ord...
Three trends to watch
Go Flexible, Go Mobile
 The cloud marketplace
model will continue to
operate on both closed
systems...
Best Practice Checklist
• Take a phase-based approach
• Define a security framework
• Empower users to act
as change agent...
Thank you!
27
Quick Time to Value One Stop Service Shop with RES
• Effortlessly implemented RES ONE Service Store – 2 weeks to
implem...
28
Effective Self-Service Implementation @ Kingston
University
• Created a University Self-Service Store
• 27,000 active R...
29
User Experience – 1st Time Logon
•
30
The User Experience – Home Screen
31
The User Experience – Automated, One Stop Shop
Printers
Shares
Core Apps
Services Admin Tasks
Traditional Apps
App-V
Ap...
RES ONE Service Store Customer Quote
“ Application and service delivery have never been easier.
• We only need to direct o...
Effective Self-Service Tips: How To Get Started
• Predictive & Automated
• Identify what employees need and delivery
quick...
Q&A
Thank You!
Join Us!
December, December 9th | 8am PDT | 11am
EDT | 4pm BST | 5pm CEST
Looking Ahead:
Predictions for 2016 a...
Upcoming SlideShare
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Conquer the Barriers to Self-Service Adoption

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RES and guest analysts from the 451 Group, William Fellows and Agatha Poon, uncover the power of automation in delivering apps and services to the enterprise through a more scalable and effective approach. We will also discuss future benefits of automation and self-service, as customers map out their digital workspace and cloud journey. Register Here

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Conquer the Barriers to Self-Service Adoption

  1. 1. © 2015 RES SOFTWARE – ALL RIGHTS RESERVED Conquer the Barriers to Self-Service Adoption Presented by • Diana Wong, RES Software Product Marketing Director • William Fellows, 451 VP Research • Agatha Poon, 451 Senior Analyst
  2. 2. Today’s Webinar • Current Barriers of Self Service • Technology Disruptions & the Cloud • ITaas and Service Delivery • Why Transform, Why Now • The Enterprise Marketplace • Trends to Watch & Best Practices • Successful Enterprise Self-Service Portal Projects • Effective Self-Service Tips - How to Get Started • Q&A
  3. 3. Today’s Barriers of Self-Service Lack of Automation • Countless routine tasks • Often done manually or via many scripts • Lack of support throughout employee lifecycle Complex Infrastructures • Hybrid environments • Virtual, physical, public & private clouds • Many manual & fragmented IT processes Process Driven, not People-centric • Employees are more mobile, different workstyles • Diversity of services requests • Lack employee engagement
  4. 4. • William Fellows, VP Research • Agatha Poon, Research Manager
  5. 5. 451 Research is an information technology research & advisory company Founded in 2000 220+ employees, including over 100 analysts 1,000+ clients: Technology & Service providers, corporate advisory, finance, professional services, and IT decision makers 30,000+ senior IT professionals in our research community Over 52 million data points each quarter 4,500+ reports published each year covering 2,000+ innovative technology & service providers Headquartered in New York City with offices in London, Boston, San Francisco, and Washington D.C. 451 Research and its sister company Uptime Institute comprise the two divisions of The 451 Group Research & Data Advisory Services Events
  6. 6. 6 Economics Technology Organization
  7. 7. 2006 7
  8. 8. 2015 8
  9. 9. CLOUD COMPUTING Q1 2015 •Source: 451 Research, Voice of the Enterprise: Cloud Computing, Q4 2014 •Q. What percentage of your total IT budget will be spent on each in 2015? •Q. Which of the following best describes your organization's adoption of cloud computing models? 9 •Cloud Adoption by IT Infrastructure Spending in 2015 52% 50% 41% 8% 9% 9% 11% 10% 6% 6% 4% 7% 13% 12% 18% 2% 2% 4% 9% 13% 15% Pre-production (n=219) Initial Production (n=160) Broad Production (n=112) SaaS PaaS Hosted Infrastructure Services (including IaaS) Other Outsourcing Services Colocation Services On Premises Spending patterns for cloud computing
  10. 10. CLOUD COMPUTING Q1 2015 •Source: 451 Research, Voice of the Enterprise: Cloud Computing Q1 2015 •Q. Which of the following types of cloud services, if any, does your organization currently use? 10 70.4% 55.5% 38.4% 36.0% 28.8% Software-as-a-Service (SaaS) On-Premises Private Cloud Hosted Private Cloud Infrastructure as a Service (IaaS) Platform as a Service (PaaS) Percent of Sample Q1 2015 n = 1397n = 788 •Cloud Computing Services Usage •Cloud Respondents
  11. 11. The end of the beginning….. 11
  12. 12. 12 Issues enterprises are facing 12 Moving from pilots to production, making stakes higher Challenges span economics, technology and organization Lack of controlled business processes Looking for business outcomes Pressure is growing to pick the right partner Seeking leadership from trusted providers
  13. 13. ITaaS - turning technology into service delivery • IT departments thinking like businesses • Automated, consumption-based, service driven • Mix of old and new style IT services • Balance competing needs: DevOps, Finance, IT 13
  14. 14. Why is the conversation turning to ITaaS now? • The aftermath of the 2007 economic downturn • Workplace mobility and consumer technology • Poorly maintained tooling, fragmented support services • Technology silos, multi-sourcing • Buyer needs change as internal departments become service brokers • Cloud delivery 14
  15. 15. P R O G R E S S The journey to cloud….. 15 Q. In what phase are you in evolving your internal infrastructure (i.e., cloud-enabling) environment? n=158. Voice of The Enterprise Standardization 8% Consolidation 6% Virtualization 32% Automation 26% Orchestration 11% Private Cloud 17%
  16. 16. What business users (LOBs) need/expect of IT 16 • They don’t care about any of the stuff on the last 3 slides • They need better, cheaper, faster (sometimes different) • 2 of the 4 will do – for now • Why can’t my IT organization work like Uber? Box, Salesforce, AWS, Apple?
  17. 17. ITaaS Maturity Model Level 1 No catalog, centralized, monolithic IT processes. IaaS and SaaS is the domain of ad-hoc shadow IT Level 2 Catalog used within the IT Department to manage basic processes and controls around technical services. Some use of IaaS brokerage Level 3 Organization wide use of catalog with an access portal providing consumer-like experience. Employees use it to support device and SaaS procurement choices Level 4 Mature resource management means that the organization confidently uses showback and chargeback for IT usage. The internal broker is used for the majority of IT procurement. Level 5 The catalog is used to request services beyond IT and to shape and procure requirements for new services. Sophisticated brokerage in place. Minimal “shadow IT”. O p t i m i z e dA d - h o c 17
  18. 18. Turning technology into service delivery Benefits Preserve the agility and self- service model and allow IT to retain control Mix of old and new style IT services Balance competing needs: business, IT, developers Improve user satisfaction without raising staffing levels Challenges Culture vs strategy – the move from cost center to business End user IT literacy levels Policy and governance issues Compete against external providers
  19. 19. Business transformation is well underway 19 Source: ChangeWave Research, a service of 451 Research 3 out of 5 companies allow employees to use their personal devices for business purposes. 60% companies say “Shadow IT” used by some employees. 363 Million In 2014, there were 363 million connected devices in use in the US and it is expected to hit the 486 million mark by 2018.
  20. 20. Why transform, why now? Economic Motivation Minimize high system and running costs Eliminate ongoing service support and maintenance Maintain systems at current levels with fewer resources and a reduced budget Shift IT investment from capex to opex; use subscription-based model with no strings attached Transformational Change Develop, deploy and scale up applications and services quickly, efficiency and securely Raise the standards of service delivery to both external and internal stakeholders Increase the scope of e-services, which in turn boosts competitiveness Nurture creative thinking and innovation
  21. 21. The New Normal for Enterprises N=162, Source: 451 Research, the InfoPro
  22. 22. 22 The New Normal for Enterprises Cloud Marketplace • API-driven • User-friendly • Customizable • Private-branded
  23. 23. What Does a Cloud Marketplace Entail? Storefront  A front-end interface where users are able to browse, discover, and order various applications Dashboard  A management portal that provides single sign-on user access and management Admin management portal  A back-end management portal that allows IT administrators to centrally track purchase, create catalogs, automate invoicing and payment, and enforce security and compliance Workload on-boarding and integration platform  A management platform designed specifically for app developers to enable app testing, integration, management, and marketing
  24. 24. Three trends to watch Go Flexible, Go Mobile  The cloud marketplace model will continue to operate on both closed systems and open systems  Mobility of various applications will become an integral part of the cloud marketplace offerings. Agile Service Delivery  IT stores deployed within the customer’s premises will move beyond the conceptual stage  Vertical-focused cloud marketplace will come online Unified Management  Achieving a single pane view across applications and environments, with unified monitoring capability  APIs for access to key metrics that measure user experience
  25. 25. Best Practice Checklist • Take a phase-based approach • Define a security framework • Empower users to act as change agents • Adopt a change management process early in the program that all stakeholders will follow • Actively plan and manage vendors and partners • Evaluate and evolve
  26. 26. Thank you!
  27. 27. 27 Quick Time to Value One Stop Service Shop with RES • Effortlessly implemented RES ONE Service Store – 2 weeks to implement whole RES ONE Suite with first 25 apps/services • Automated common requests for IT & other business services/apps; Resetting passwords – once a 2.5 day process – now done immediately • Provides more than 200+ IT and business services in their “One Stop Service Store” • Self-Service store developed for employees, by employees • Full ROI in 3 months
  28. 28. 28 Effective Self-Service Implementation @ Kingston University • Created a University Self-Service Store • 27,000 active RES Service Store users • More than 500 services, including 450 apps via Kingston Service Store • Improved SLAs - support response times reduced from 1-3 days down to 30 seconds • 200,000+ IT requests have been automatically fulfilled via the RES ONE Service Store
  29. 29. 29 User Experience – 1st Time Logon •
  30. 30. 30 The User Experience – Home Screen
  31. 31. 31 The User Experience – Automated, One Stop Shop Printers Shares Core Apps Services Admin Tasks Traditional Apps App-V Application Jukebox
  32. 32. RES ONE Service Store Customer Quote “ Application and service delivery have never been easier. • We only need to direct our users to one place for any IT service or application they might need. • Many of the solutions to our users’ most common IT requests also reside here, so as our users become more familiar with the RES ONE Service Store, • they can solve more and more of their own issues –often much faster than it would take to request help from IT and wait for someone to become available. ” - Daniel Bolton, Kingston University
  33. 33. Effective Self-Service Tips: How To Get Started • Predictive & Automated • Identify what employees need and delivery quickly • People Centric • Give employees a more intuitive platform - personalized and easy to use • Look beyond IT apps & services • Quick Time to Value • Start simple: Identify low hanging fruit • Top 10 commonly requested services/apps • Shift Left
  34. 34. Q&A
  35. 35. Thank You! Join Us! December, December 9th | 8am PDT | 11am EDT | 4pm BST | 5pm CEST Looking Ahead: Predictions for 2016 and Beyond (Webinar) Featuring: • Lenny Liebmann, Founding Principal, Morgan Armstrong • Bob Janssen, SVP of Innovation, CTO, Founder, RES Register at www.ressoftware.com/voice To learn more, contact us at www.ressoftware.com/contact

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