Why IBM is providing IBMers MACs vs PCs and how we did it - improving employee engagement, productivity, and satisfaction while saving a lot of money. This initiative reimagined the helpdesk process and experience leveraging enterprise social (IBM Connections).

1. Revenue/(2014)
$/92.8B
400,000 Employees
40%'work'remotely
About IBM
Operations/in/over/170
countries
Key/Business/Segments
Remixed'our'portfolio'toward/services,/software,/and/integrated/solutions
Cloud MobileAnalytics Social
2,800locations,/12
research/laboratories/
worldwide,/+800,000'
traditional/endpoints
Security
130,000 Contractors
100,000+ Business/Partners

2. IT@IBM
Workplace*as*a*Service
Laptops
Laptops/under/
management
618,000
Mobile/Devices
Mobile/phones/ &/
tablets/under/
management
149,000
Printers
Printers/deployed/
worldwide/to/IBM/
offices
9,000
Help/Desk
Help/Desk/tickets/per/
year
2.4M

3. STATUS'QUO
• Macs/are/more/expensive
• Macs/are/challenging/expensive/to/support/
• We/will/have/to/re*factor/the/application/
portfolio/ &/retrain/the/help/desk
• We/are/focused/on/cost/take*out,/not/
incremental/expense
• We/wish/we/could/give/people/Macs,/but/we/
just/can’t/afford/it

4. WHAT WE MEASURE – MAC VS PC
Ratio/of/support/staff/to/supported/employees
Workstation/cost/per/user
Depreciation/cost/per/year///residual value
Deskside labor/costs/due/to/backup/restore/re*image
Number/of/help/desk/calls/tickets
Number/of/battery/replacements
Cost/of/creating/Windows/ images/vs/Standard/MacOS
Cost/of/hard/disk/encryption
Cost/of/Anti*virus software
Cost/to/cascade/machines/between/employees

5. ! Licenses/&/Infrastructure
! MacOS &/iOS/Help/Desk/
Staff/&/Buildout
! New/intranet/support/
portal
! Project/staff///OCM
($)/INVESTMENT
! Reduction/in/hard/drive/
encryption/costs/(native/
MacOS FileVault vs/PGP)
! Reduction/in/Antivirus/
costs/(Xprotect vs/3rd
party/software)/
! Reduction/in/support/&/
lifecycle/costs/due/to/
reduced/help/desk/staff
! Reduction/in/Preload/&/
delivery/due/to/using/
standard/MacOS (no/IBM/
image)
($)/HARD/BENEFITS
! Productivity/gains/(time/
spent/on/
backups/restores,/
workstation/
performance,/etc.)
! Employee/satisfaction/
with/IT
! Recruitment/– ability/to/
attract/&/retain/top/talent
($)/SOFT/BENEFITS
BUILDING THE BUSINESS CASE (MAC VS PC)

6. http://w3.ibm.com/mac
CHANGING THE EMPLOYEE EXPERIENCE (&/EXPECTATIONS)

7. Macbook/Pro/&/Macbook/Air
Integration/of/Macs/as/a/standard'option'
in/the/workstation/refresh/program.
Apple‘s/first/DEP/customer/(for/Macs)
ZeroWtouch configuration/through/CasperSuite/&/Apple‘s/Device/
Enrollment/Program/(no/IBM*specific/image)
GETTING TO ZERO*TOUCH,/AUTOMATED PROVISIONING OF MACS

8. CONTINUOUS IMPROVEMENT

9. FOCUSING ON THE EXPERIENCE
Before After

10. FOCUSING ON THE EXPERIENCE
Before After

11. FOCUSING ON THE EXPERIENCE
Every/dollar/spent/on/help/desk/avoidance/pays/for/itself/7x

12. PRINTED WELCOME INSERT

13. Mac@IBM/App/Store
Leveraging/JAMF/Casper/Suite’s/App/
distribution/tools.
Mobile/Device*Like/App/Installation
! Auto/compliance/and/configuration
! Inventory/and/reporting/of/hardware/and/software
! Secure/software/and/content/distribution/
MAC@IBM/APP STORE

14. IBM'Backup'&'Restore
AUTOMATED SECURE BACKUPS TO THE CLOUD FOR SELF SERVICE RESTORE

15. WHAT/ABOUT/THE/APPLICATION/PORTFOLIO?
DEALING WITH LEGACY/NON*MACOS APPLICATIONS
MOBILE/&/WEB
1
VDI
2
VIRTUAL/MACHINE
3
• Application/readiness/assessments/are/a/great/way/to/justify/doing/nothing
• Let/the/device/rollout/drive/the/application/rationalization/work,/not/the/
other/way/around

16. Leveraging)the)IBM)Social)Network)
• Social'Business'–'empowered
• Grassroots'MAC@IBM'Support'Community'
made'possible'by'IBM'Connec=ons
• Delivered'by'~11,000'IBM'employees,'selfE
directed'MAC'enthusiest,'an'unpaid,'nonE
help'desk'staff
Changing)the)Help)Desk)
• Staffed'differently:'mix'of'exEApple'genius'bar'&'new'
college'grads
• Measured'differently:'totally'CSAT'focused
• Different'tools'(=cke=ng'systems,'devices,'enterprise'
social'(IBM'Connec=ons)
• Help'desk'in'the'eys'and'ears'of'IT'–'Help'Desk'feeds'
the'backlog'of'MAC@IBM'engineering'team

17. HOW’S IT GOING?
MAC'USERS
Percentage/of/Mac/users/
who/call/the/help/desk
5%
98.7%
First'Time Call/Resolution
130,000 MacOS &/iOS/Devices
Help'Desk'CSAT
poor ok good superior exzellent
MacOS/&/iOS
PC///Other
85%
53%
1:5375
Ratio'of'Support' Staff'to'Supported' Employees
24'Total/Help/Desk/Staff
1,900'Macs/
deployed/
per/week
18 Minute/average call/wait/time/
40%
PC'USERS
Percentage/of/PC/users/
who/call/the/help/desk

18. THE/INCREMENTAL/PURCHASE/PRICE/OF/A/MAC/PAYS/FOR/ITSELF/SEVERAL/
TIMES/OVER/THE/LIFE/OF/THE/DEVICE/IN/REDUCED/SUPPORT/BURDON
Workstation/cost/per/user://Upfront/workstation/
investment/is/lower/for/PCs/(PCs/cost/21%/less),/
however,/Macs/residual/value/is/47%/more
IBM/image/not/needed/thanks/to/provisioning/
automation
Ratio/of/support/staff/to/supported/ employees//
(Gartner/says/optimal/is/1:70,/average/is/1:242./We/are/at/
1:5400)/
$238/saved/per/Mac/deployed
(assumes/a/conservative/50%/Mac/choice/by/employees)/
Impacts/our/ability/to/attract/(&/retain)/top/talent
BUSINESS CASE:/INITIAL CONCLUSIONS (MAC VS PC)