Downloaded 21 times
Uploaded byJon Stevens-Hall
Evolving Service for the Digital Workplace
This document discusses how the digital workplace is evolving to better meet the needs of a mobile, distributed workforce. It notes that 75% of the global workforce will be millennials by 2030, who expect to access documents and tools on any device. However, traditional IT is struggling to keep up with this pace of change and employee productivity is suffering. The document advocates for a user-centric, service brokering approach where IT focuses on enabling choice and innovation through a unified app store, rather than controlling access. This shifts IT's focus from technology to the customer experience and allows employees to work in a more agile, engaged manner with the tools they choose.
More Related Content
Similar to Evolving Service for the Digital Workplace
More from Jon Stevens-Hall
Evolving Service for the Digital Workplace
- 1. Evolving Service forthe Digital Workplace Jon Hall Lead Product Manager @jonhall_
- 3.
- 4.
- 5. The workplace is changing. 75% Of globalworkforce will be Millennials by 2030 Of workers access documents on the go 81%
- 6. 6 “There was nocentralized 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.
- 8. 8 Jan 22nd 2014 MaryMiller, 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 willmake you cry...” USA University. 33,000 students.
- 10. 10 “We have thebest IT and computer people at Stanford, ready to help.”
- 11. 11 (Investment bank, 1000-5000employees) “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 forbusiness 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.
- 14. 14 ”Mobile is Eatingthe World” - Andreessen Horowitz, 2015.
- 15. Mobile HTML Browser Fullyrendered 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.
- 17.
- 18. Messaging interaction vsApp “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 atthe 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. Only20% of workers go to IT for new services
- 21. FALLING EMPLOYEE PRODUCTIVITY Averageworker wastes two days a month on IT-related issues, including finding and requesting the proper tools
- 22. 22 Source: HDI ResourceBrief – Dec15
- 23. Catalog Sprawl • Staffwastes 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 Q42013 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 moreagile 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 tostart with the customer experience and work back toward the technology - not the other way around.” Source: Steve Jobs CUSTOMER FOCUSED
- 29.
- 30. User-Centric Design andDevelopment BMC Confidential – Subject to change
- 31. Service Brokering • Employeeproductivity 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 Customerdriven 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 isnow. 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 businessesthrive by unlocking human productivity 26% Profitability 9% Revenue/Asset 12% Valuation
- 35. © copyright 2016BMC Software, Inc. @jonhall_
Editor's Notes
- #5 Photo by Oli Scarff/Getty Images http://observer.com/2015/07/next-weekthis-week-uber-uber-alles/ In the three months ended in June, Uber overtook taxis as the most expensed form of ground transportation, according to expense management system provider Certify. Uber accounted for 55 percent of ground transportation receipts compared with taxis at 43 percent.
- #6 Sources 81% stat: Association for Information and Image Management (AIIM) 75% stat: The U.S. Bureau of Labor Statistics
- #7 Harry and Peter Yi
- #13 Sources: $2.4K stat: Workplace Research Foundation, 202% stat: Dale Carnegie
- #14 Work is no longer a place, it’s an activity. IT must ensure workers can do their job anywhere, anytime, with the latest tools. The gap between the consumerized technology we enjoy at home and what’s available at work must close – and quickly. Armed with modern technology, companies are more competitive, can hire better talent and drive faster innovation.
- #20 Source: Gartner report, The Enterprise App Explosion: Scaling One to 100 Mobile Apps, June 2015
- #21 Source: Frost & Sullivan: http://www.mcafee.com/au/resources/reports/rp-six-trends-security.pdf
- #22 Source: Forrester: http://www.bmc.com/forms/Forrester_ITFrictionIndex_V2.html
- #23 Key Findings • It is not uncommon for a company to have more than twenty service catalogs across multiple business areas. There is a need to consolidate access points for these catalogs. • Many companies have access to other catalogs in the same location as IT catalogs, but usually for only one or two business needs, which are most likely technology-related. • Consolidating catalogs improves productivity and satisfaction. • IT has an opportunity to expand the efforts of service management at the enterprise level and work with other areas of the business to improve the end-user experience and productivity.
- #25 Based on anonymized usage data from over 17 million users “10-20 times” what IT executives expect. 174 distinct collaboration services 61 file sharing 57 development 231 services added in 6 months – about 2 for every working day.
- #34 Sources: 75% stat: IDC Tech Outlook 2015 presentation, The Digital Enterprise: New Business Processes Drive New Workloads, Matt Eastwood, SVP Enterprise Infrastructure and Datacenter 25% stat: Gartner report, "Talent on the Digital Frontier: The Stakes Rise in Digital Business.”, Diane Morello, 2nd quarter 2013
- #35 Every business makes use of digital technologies, but some are pushing the frontier by using digital to fundamentally advance human productivity. This includes the productivity of the company’s customers as well as their employees -- both put a premium on their time. A recent MIT study showed the significant in-market advantages of being digitally advanced – higher growth, higher asset productivity, higher value. But what’s most interesting were the common characteristics of digitally advanced firms.