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Darren Wright
Vice President Information Technology,
Honeywell
Experience Evolution: The Honeywell Way
Pace
Complexity
Culture
Technology
Working styles
Behaviour
Demand
Business enablement
Conflict
Compliance
Transformation
Scale
But nothing
has changed.
33 YEARS
A support team of five
Four sites 100 PCs
IN I.T.
700+SITES.
67COUNTRIES.
120,000PEOPLE.
Enables savings of
millions of dollars.
repeatedly, consistently, quantifiably, visibly
Drives hundreds of thousands
of hours of productivity.
Evolves to become more proactive
and automated year over year.
Transforms the impact and
culture of employee IT teams.
Provides tangible benefits
across the business.
Architect an IT environment
capable of working
successfully and consistently
Manageable and scalable
Secure and compliant
Adaptable
The three core tenets of IT workplace transformation:
Evolve with the business
Challenge the
status quo
Prioritise quality
Reinvent
Justify
Drive efficiency
Reduce the
bottom line
Reinvest
Five years ago,
the three
were truly put
to the test.
sparked immense need for a new workplace IT.
The challenge
Unify IT and bring a very
siloed and disjointed
technology environment
under ‘one roof’.
The opportunities
§ Drive efficiencies
§ Improve compliance
§ Transform experience
§ Lower costs
Annual cost
Internal support resources
Supplier support resources
Support ratio
Different outsource
support agreements
around the world
to deliver
to succeed
CONFIDENTIAL [do not share]
IT’s unfair disadvantage
Total costs
Internal support resources
Supplier support resources
Support ratio
Different outsource
support agreements
around the world
to deliver
CONFIDENTIAL [do not share]
to succeed
Visibility
With new insights into our environment,
we built the business case for our initial
transformation journey.
Building
momentum
Rather than deliver all the savings,
we re-invested in technology
that would transform the way we
support our environment.
Turn insight into action. Resolve more.
Automate more. Reduce reactivity.
Change meets
resistance.
Culture
shift
A key challenge is to make
proactive problem
prevention and trend
analysis feel heroic
Enable your technicians and
services owners to feed back ideas,
spot trends, and invent use cases
that drive improvements and
automations at scale
What IT sees
Give your employees a voice
and gather sentiment and
perception insights
What employees think
Leverage your DEX and service
management data to build an
enterprise-wide view and validate
your momentum in surfacing,
preventing, and solving issues
without employees suffering
What the data shows
The voice of the
employee
The data
The IT
community
Turn insight into action. Resolve more. Predict more.
A glimpse into results.
Jan-22 Feb-22 Mar-22 Apr-22 May-22 Jun-22 Jul-22 Aug-22 Sep-22 Jan-22 Feb-22 Mar-22 Apr-22 May-22 Jun-22 Jul-22 Aug-22 Sep-22
812k+ productivity
hours saved YTD
Hours of productivity savings from automation
74% incidents
automated in September
Nexthink’s proactively automated ticket volume
Performance significantly boosted by migration to cloud
Move to
the cloud
Move to
the cloud
Experience Evolution: The Honeywell Way
Total costs
Internal support resources
Supplier support resources
Support ratio
0
%
1
0
0
%
8
0
%
2
0
%
40%
Total costs
Internal support resources
Internal support resources
Supplier support resources
Support ratio
Avg. productivity hours
saved per month
Compliance issues
proactively addressed
Jan to Sep 2022
Proactive tickets
raised by Nexthink
are solved by Nexthink
every month
60%
We predict, raise, record,
and fix more and more
without employees suffering
CONFIDENTIAL [do not share]
Strive towards even
more automation.
Drive a culture that encourages
and rewards problem prevention
through new use cases.
Use all sources of insight to build
up the fullest picture of your
environment, including
observations from your IT teams.
Reinvest savings into technology
and infrastructure that drive
better experience.
Save your technician’s on-site time
for the minority of incidents that
require a manual fix.
A ticket is just a record, a puzzle piece of
your technology landscape. It’s the
proportion of proactivity that counts.
Challenge the status quo
Leverage insights to inform outsource
decisions that lowers partner costs associated
with manual work, and therefore yours
But nothing
has changed.

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Experience Evolution: The Honeywell Way

  • 1. Darren Wright Vice President Information Technology, Honeywell
  • 5. 33 YEARS A support team of five Four sites 100 PCs IN I.T.
  • 7. Enables savings of millions of dollars. repeatedly, consistently, quantifiably, visibly Drives hundreds of thousands of hours of productivity. Evolves to become more proactive and automated year over year. Transforms the impact and culture of employee IT teams. Provides tangible benefits across the business.
  • 8. Architect an IT environment capable of working successfully and consistently Manageable and scalable Secure and compliant Adaptable The three core tenets of IT workplace transformation: Evolve with the business Challenge the status quo Prioritise quality Reinvent Justify Drive efficiency Reduce the bottom line Reinvest
  • 9. Five years ago, the three were truly put to the test.
  • 10. sparked immense need for a new workplace IT. The challenge Unify IT and bring a very siloed and disjointed technology environment under ‘one roof’. The opportunities § Drive efficiencies § Improve compliance § Transform experience § Lower costs Annual cost Internal support resources Supplier support resources Support ratio Different outsource support agreements around the world to deliver to succeed CONFIDENTIAL [do not share]
  • 11. IT’s unfair disadvantage Total costs Internal support resources Supplier support resources Support ratio Different outsource support agreements around the world to deliver CONFIDENTIAL [do not share] to succeed
  • 13. With new insights into our environment, we built the business case for our initial transformation journey. Building momentum Rather than deliver all the savings, we re-invested in technology that would transform the way we support our environment. Turn insight into action. Resolve more. Automate more. Reduce reactivity.
  • 14. Change meets resistance. Culture shift A key challenge is to make proactive problem prevention and trend analysis feel heroic
  • 15. Enable your technicians and services owners to feed back ideas, spot trends, and invent use cases that drive improvements and automations at scale What IT sees Give your employees a voice and gather sentiment and perception insights What employees think Leverage your DEX and service management data to build an enterprise-wide view and validate your momentum in surfacing, preventing, and solving issues without employees suffering What the data shows The voice of the employee The data The IT community Turn insight into action. Resolve more. Predict more.
  • 16. A glimpse into results. Jan-22 Feb-22 Mar-22 Apr-22 May-22 Jun-22 Jul-22 Aug-22 Sep-22 Jan-22 Feb-22 Mar-22 Apr-22 May-22 Jun-22 Jul-22 Aug-22 Sep-22 812k+ productivity hours saved YTD Hours of productivity savings from automation 74% incidents automated in September Nexthink’s proactively automated ticket volume Performance significantly boosted by migration to cloud Move to the cloud Move to the cloud
  • 18. Total costs Internal support resources Supplier support resources Support ratio 0 % 1 0 0 % 8 0 % 2 0 % 40% Total costs Internal support resources Internal support resources Supplier support resources Support ratio Avg. productivity hours saved per month Compliance issues proactively addressed Jan to Sep 2022 Proactive tickets raised by Nexthink are solved by Nexthink every month 60% We predict, raise, record, and fix more and more without employees suffering CONFIDENTIAL [do not share]
  • 19. Strive towards even more automation. Drive a culture that encourages and rewards problem prevention through new use cases. Use all sources of insight to build up the fullest picture of your environment, including observations from your IT teams. Reinvest savings into technology and infrastructure that drive better experience. Save your technician’s on-site time for the minority of incidents that require a manual fix. A ticket is just a record, a puzzle piece of your technology landscape. It’s the proportion of proactivity that counts. Challenge the status quo Leverage insights to inform outsource decisions that lowers partner costs associated with manual work, and therefore yours