The document discusses the changing landscape of sourcing for digital workplaces and IT service delivery. Four key forces driving change are identified as design thinking, data and analytics, cloud technologies, and automation. This is leading to more strategic and solution-focused sourcing models that emphasize customer value creation over transactional services. Specific focus is given to evolving service desk and end-user computing functions, including new delivery methods, the importance of self-service and automation, and a shift toward personalized services enabled by predictive analytics and social technologies.

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Get Ready for the Digital Workplace
Don’t Be a Settler

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Four Forces Changing Sourcing
Digital Workplace
 Service Desk
 End-User Computing

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Focus on
customer’s
customer,
speed &
productivity
2
34
1
Four forces changing sourcing
1. Design thinking Improve
experiences for the
customer’s customer
2. Data and analytics
Recommend fixes and
predict next best action
3. Cloud
Reduce time to value
and change expectations
4. Automation
Remediation and
replication drives
20-40% cost reduction

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Moving to next-generation sourcing
• Price by provider economics
• Service levels for in scope work
• Control, governance
• Price for value creation
• Innovation and agility
• Greater investment impacting
termination
• Relatively low value • Moving up value pyramid
• Strategic
• Solution and capability driven
• Prescriptive and tacticalTransaction
process
Scope
of work
Contract and
commercial
constructs
Current: Emerging:

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People,
processes and
technology
Anywhere,
anytime on
any device
+
Secure
business
applications
and data
+
Great
business
outcomes
=
The digital workplace
People: Clients: Delivery:
• Converged skill sets
• Greater domain
knowledge
• Awareness of
regulations
• Increased device and
workstyle choices
• Improved handheld
device experience
• Increased automation
and “bring your own
service”
• Optimization via
analytics

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Service Desk

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Contemporary Service Desk
Elements
 Elective Channel Access
 Corporate Application Store
 Service Request Automation
 Cognitive Agent
 Bring Your Own Device
 Enhance Remote Support
 Data Analytics Engine
 Trusted Knowledge
Article Management
 Enterprise Service Portal
 Tech Performance Bars
 Automation

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Key service desk activities
Reactive and End-User Visible Activities
Diagnose the root
cause of incidents
Service Request
Management
Solve issues
Handle requests
Trigger on-site
services or escalate
to Level 2
Incident
Management
Proactive and Back-office Activities
Update
Configuration
Management DB
Track changes
Implement
modifications
Change
Management
Configuration
Management
Assess change
request

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Technical Expert
Level 2
$$$
Service Desk
Level 1
$$
Application Expert
Level 2
$$$$
Value and perception of value from end users comes from the quality of integration.
Service desk value chain
Self-Help Portal
Level 0
$

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The client’s business drivers should determine the optimal
pricing approach for the service desk.
Low High
Standalone SP Multisourced
Cost Containment Service Quality
Low Touch Service High Touch Service
Low Value End Users High Value End Users
Environment Complexity Environment Complexity
Overall SD Cost Overall SD Cost
Desire to Track SD Costs Desire to Track SD Costs
Illustrative, not inclusive of all drivers
Drivers
Per Seat Per
Contact
Pricing approach for service desk

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“Bring Your Own Service” methods
 Social media
 Service catalog as a service
 Trusted knowledge
 Hyper-automation
 Kiosks

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The service desk of the future
 Omni-channel engagement
 Simplified and automated services
 Skilled resources
 Resolvable resolution rate 90%+
 Superior customer experience
 Commercial model

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End-User Computing

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Technology drivers and trends
1. Simplified mobility
 Meet customer demand
 Offer seamless experience
2.Cloud influence
 Builds applications faster
 Provides agility, scalability and lower
operating costs
3. Heterogeneous environment
 Increases systems and applications
 Supports content across platforms
4. Emerging enterprise apps
 Creates more mobility solutions, such
as Apple/IBM, Google Android

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Current state of end-user services
Self
Support
Supplier
Response
Other
Impacts
• Self help, self-healing, chat, KM databases, FAQs
• Greater user involvement, e.g., swapping drives
• Remote desktop support
• Higher first-call resolution (blending of levels 1 and 2)
• Automation greatly increasing end-user productivity
• Lower resource support ratios
• Hot swap, spoke and wheel depot equipment models
• VIP support importance increasing
• Newer, less disruptive applications to the desktop
• Future focus on operating systems, not hardware
• Asset management

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EUS is Not a Commoditized Service
Personalized
Services
Predictive
Analytics
Social
Media
• Subscription service based on service catalog
• Optimized services by user type
• Kiosk model where client comes for support
• Self-healing applications
• Beyond correlation to automation
• Proactive defects detection
• Communities of interest
• Focus on knowledge management
• Zero supplier contacts

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What to expect from a provider’s solution?
Device Services
hardware/software
incl. mobile
MAM, MDM, VDI
Collaboration
Service
incl. email, voice,
video, MAM, MDM
Application
Services
Printing
Services
File/Directory
Services

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