Honeywell’s Vice President of Information Technology, Darren Wright explores his 33-year journey in IT. He shares how three key tenets of his workplace strategy have led to a transformational and repeatable methodology that saves hundreds of thousands of hours, millions of dollars, and drives increasingly better experience for their high performing workforce of over 120,000 users across the globe. He discusses: - How to find clarity and stability in the increasingly complex and conflicting support world we operate in. - The business case methodology for end-user technology that wins leadership buy in, drives savings, and empowers re-investment. - How ticket volume increasing is actually something to celebrate! The three streams of insight that drive their increasing momentum in proactivity. - - - The culture shift that is required by IT to transform end-user experience at scale and how human behaviour impacts proactive automation. - How they validate value outcomes and what the future holds.

1. Darren Wright
Vice President Information Technology,
Honeywell

3. Pace
Complexity
Culture
Technology
Working styles
Behaviour
Demand
Business enablement
Conflict
Compliance
Transformation
Scale

4. But nothing
has changed.

5. 33 YEARS
A support team of five
Four sites 100 PCs
IN I.T.

6. 700+SITES.
67COUNTRIES.
120,000PEOPLE.

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

12. Visibility

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

20. But nothing
has changed.