The document discusses how IT professionals often spend too much time "fire-fighting" or dealing with routine tasks rather than innovating. It suggests that automation can help by reducing wasted time on repetitive tasks. Specifically, selectively automating routine IT processes through intelligent workflow management and tools can help alleviate service desk issues, free up IT staff time, and allow staff to focus more on innovation. This helps the business be better served by making IT operations more efficient and consistent while improving the end user experience.

1. Are your IT professionals fire-fighting when
Copyright © 2013, RES Software. All rights Copyright © 2013, RES Software. All rights reserved. 0 r1e1s3e rved. 0113
they should be innovating?
Friday 12 December
Presenters:
Bob Tarzey – Analyst and Director, Quocirca
Lee Randall – Public Sector Sales, RES Software

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Copyright © 2013, RES Software. All rights reserved. 0113
RES Software at a glance
• 15 years of success, founded in
1999
• Dual headquarters in Philadelphia,
PA USA & Amsterdam, Netherlands
• Flagship solution is the RES IT
Store, powered by the RES Suite
2014
• 11 Patents* + RES Labs for
advanced R&D (*7 patents are
currently pending)
• Over 2,500 customers and 3,500
software & service deployments in
27 countries
• Single Deployments of over 140,000
users

3. Alleviating service desk
blues with selective
automation
Clive Bob Tarzey
Longbottom,
Analyst Service Director, and Director
Quocirca Ltd
Quocirca Ltd
Dec 12th 2014

4. Bill Gates on automation
”The first rule of any technology
used in a business is that
automation applied to an
efficient operation will magnify
© Quocirca 2014
the efficiency…
…the second is that automation
applied to an inefficient
operation will magnify the
inefficiency.“

5. The cost of the failure to effectively
automate routine IT tasks
© Quocirca 2014
Wasted human capital
IT staff time wasted
Demotivated IT staff
IT innovation held back
Degraded end-user experience
Ultimate result: the business
is poorly served by IT
£
€
$
£
€
$

6. Quocirca research illustrates the extent
© Quocirca 2014
of there issues
“The wastage of human capital in IT
operations”, Dec 2012
Free down load HERE
All data used is from this report unless indicated otherwise

7. © Quocirca 2014
WASTED HUMAN CAPITAL
How much do you agree with the following?
"To make progress in an enterprise IT environment it's accepted
that IT operations staff will have to perform day-to-day jobs and
tasks for which they are over-qualified"
Average of 1 = completely disagree and 5 = completely agree

8. © Quocirca 2014
IT STAFF TIME WASTED
% of IT team time spent on low level IT tasks
Reactive response to incidents,
repetitive procedures, error checking etc.
RDT = retail distribution and transport

9. © Quocirca 2014
DEMOTIVATED IT STAFF
% of IT staff’s qualifications and skills actually used

10. Demotivated staff are even working on
mundane tasks are prone to errors
Average administrator error rates
© Quocirca 2014
From Quocirca:
Conquering the
sys-admin
challenge
FREE HERE

11. © Quocirca 2014
IT INNOVATION HELD BACK
If your IT operations staff had 50% more man hours,
in which of the following ways would this be used?
% of respondents selecting when allowed to select a maximum of 3 options

12. © Quocirca 2014
DEGRADED END-USER EXPERIENCE
Top three concerns with regard to online services
underperforming in some way
Average
weighted
score out of 3
Data from Quocirca: Online Domain Maturity
Oct 2014 – down load HERE

13. © Quocirca 2014
GET TOOLED UP
What are your top three frustrations when thinking
about the challenges you and your team face?
% of respondents selecting each issue

14. IT management tools are needed
which:
• Support automation
• Integrate human work flow
• Scale for growing numbers of end
points
• Support physical and virtual
deployments
© Quocirca 2014

15. Intelligent IT work flow management
For the tasks that can not be fully automated, intelligent
© Quocirca 2014
human work flow management is required
?
Select the most experienced engineer

16. The problem gets worse are organisation get bigger
120
100
80
60
© Quocirca 2014
Ratio of IT staff to users
45
67
112
40
500 to 1000 1000 to 3000 3000 to 5000
Internal users/IT staff
ratio
Number of employees
Data from
Quocirca: The
Mid-market
Conundrum,
June 2013 –
down load
HERE

17. Automation enables the industrialisation
of IT management processes
Carrying out the same task many times over
© Quocirca 2014
Which is scalable!

18. © Quocirca 2014

19. © Quocirca 2014

20. © Quocirca 2014

21. More automation
© Quocirca 2014
Quality
Consistency
Availability
Innovation
Value
Outages
Disruptions
Error rates
Risk
Cost
£ $ €

22. © Quocirca 2014
THANKYOU
www.quocirca.com
bob.tarzey@quocirca.com

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Our Support response
times reduced from
average of 1 to 3 days
down to 30 seconds.
“Overall lower cost of in-house IT services”
“200,000+ IT requests were
fulfilled automatically via the
RES IT Store in a matter of
months”.
Copyright © 2013, RES Software. All rights reserved. 0113
Real reasons to talk to RES Software
“Reduced Service Desk
calls by up to 76%”
“Ticket resolution in less
than 30 seconds for
most requests”.
“Immediate Delivery (and return)
of Applications and Data Access
has allowed us to re-boot the
image of our IT Teams”, we are
now viewed as a business
enabler”
“Our end users love the “Amazon-like”
experience, they understood
immediately how to make best use of the
IT Store. Our team has delivered way
beyond what was expected”
“Adjusting IT services based on user roles
went from taking weeks to same business
day. The Time savings on this task alone
equates to two full-time IT personnel that
can spend time on other activities”
“we provide 1000+ services available to
22,425 users, all on demand via the RES
IT Store portal”
“Our Support
response times
reduced from average
of 1 to 3 days = down
to 30 seconds”

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Local Council Ticket topics & Business Case
Topic Sub Topic Incidents
Additional Permission Extra Internet Access 657
Additional Permission Fileserver 629
Network Accounts Password Reset 550
First Point Of Contact Validate Staff Board 530
First Point Of Contact Enable CSG 482
First Point Of Contact Add Additional Mailbox 398
Network Accounts Deletion Account 366
Additional Permission Mailbox 317
First Point Of Contact Citrix Session reset 115
First Point Of Contact Add Email Profile 224
4268 Total incidents (from their top ten alone)
5690 human resource hours (per year) savings
£210,000 (per year) financial savings
Copyright © 2013, RES Software. All rights reserved. 0113
*based on 6 month ticket analysis

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Copyright © 2013, RES Software. All rights reserved. 0113
RES Software. Where Business meets IT.
RES IT Store An automated self-service portal for all IT services, available 24/7/365

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What RES IT Store Customers are Saying …
Copyright © 2013, RES Software. All rights reserved. 0113
“The RES IT Store enables a single
point of access for all IT services,
providing the convenience and
instant response the user needs
with the security, compliance and
control demanded by the business.”
“IT departments have become, or are
starting to become, service-centric
operations. Over time, we need to think of
our users as service consumers so they
can choose how to compose their
workspaces. The RES IT Store is the
ultimate way to aggregate everything into
a one stop IT shop.”
“It’s a powerful tool. We were able to
transform our onboarding and offboarding
processes from manual and time
consuming to completely automated.”

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Copyright © 2013, RES Software. All rights reserved. 0113
Summary
• Introduce the WOW Factor with a consumer like IT Store
• Increase Operational Efficiency
• Increase Service Quality
• Higher Agility and Quicker Delivery of Services
• Massively increase user satisfaction
• Deliver true IT as a Service