This document summarizes a webinar about how a $6 billion financial services company improved IT productivity 10x using RES Workspace Manager. The company was struggling with increasing help desk tickets, inefficient IT processes, and critical projects being shelved. Profile corruption issues accounted for over 1,000 help desk calls annually. RES Workspace Manager migrated user profiles and settings to a new platform, reducing disruptions and support calls. Metrics showed help desk tickets decreased and strategic projects could now be prioritized, improving customer satisfaction. The webinar discusses common IT challenges, a case study of dramatic improvements, and how metrics were used to measure success.

1. Ways to Improve Your IT 10x
What’s Your New Year’s Resolution?
10X IT Productivity Webinar Series, Ep. 4
Sean Donahue
Chief Evangelist at RES Software
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Copyright © 2013, RES Software. All rights reserved. 0113
Copyright © 2013, RES Software. All rights reserved. 0113

2. Today’s Topics
•
•
•
•
Common struggles facing today’s IT
A case study for the ages
How did they do it?
Metrics, Metrics, Metrics
#10xIT
Ask your questions on Twitter for
your chance to win a
$10 Amazon Gift Card!
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3. Common Struggles
My Struggles:
1. Increasing Help Desk tickets
2. Efficiency of IT
3. Critical Projects Shelved
4. Migration’s cost money
5. Common complaints
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4. Customer Overview •$6 Billion Financial Service Company
•6,000 total users w/ outsource helpdesk (ATOS)
•#238 Fortune 500 US company
•Struggles –
–
–
–
–
IT needs to respond quickly.
IT has typically been slow to respond.
IT was viewed as a “necessary evil”
Low CSAT
•Needs
– Decrease Tickets
– Better DR plan
– Focus on strategic projects
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5. Corruption Everywhere
What causes a profile to corrupt?
• Malware / Virus (USB or HDD)
• Writes over the Ether
• Hardware – loose pins
• Blow it out
• Write timing issue
• Misbehaving Apps
• Bloated Profiles
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6. Impact of Corruption
• Prevalent across Windows and Citrix
• No silver bullet from MSFT
• Solution is to
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•
•
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Call Help Desk
Help Desk escalates to a desk side service request
Delete User Profile
“Reset – Restore”
Profile Corruption
• 1,050 Helpdesk calls were logged over 12
months for profile corruption issues.
• User Productivity Impact – When profiles are
corrupted, users need to go back to the “new”
profile – so all settings need to be reset for
them.
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7. RES Workspace Manager Architecture
Optional
Relay Server
Composer
Local Cache
RES Workspace
Manager Console
Database
Server
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8. Migration Migraines
• Complexity
• User Familiarity
• Porting of Preferences
User Experience
• Migrating to a new
platform (Win7 XA 6.5)
and need a way to “port”
personalized user settings
(printers, drives, etc.), to
minimize disruptions that
would impact user
productivity.
User Experience
Reduce user impacts on
migration (printer and drive
mappings, settings, etc.).
Manage profile data per
application instead of per
profile. Provide what each
user needs regardless of
delivery platform (XP, Win7,
CTX, VDI, etc.). And save
$151,200 per year.
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9. Make the user agnostic
Windows 7 SBC
Citrix XenDesktop
Windows XP
•
•
•
•
Applications
Data
Printers
Settings
Windows 7
Windows 9
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10. Reduce Mundaneness
Current Engagement Details
Number of Engineers / PoC
Fully Burden Cost per hour / Engineer
1
$
PoC Duration (Days)
Travel & Expense
Estimated Cost / PoC
2
$
??
$
Number of PoC / Engineer / Year
2,400.00
40
Number of Engineers WW
Current Engineering cost of WW PoC Program per year
150.00
1500
$
144,000,000.00
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11. Increase Efficiency
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12. Faster Time To Service
Large Software Company
• Seasonal Employees
2,000 outsource agents
• 1,000 full time employees
•
• Productive on day 1
Siebel CRM 3 weeks  minutes
• InQuira KM 43 days  seconds
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• Universities too!
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13. Eliminate Repeatable Procedures
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14. Future State
Imagine If….
• Enabled Self Service
• Powered by Automation
• Qualify for core services
• Delegate services
• Adapt and Secure
• Return Services
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15. Happy Ending
And that cute admin on 13? We’re LinkedIn together now.
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16. Questions? Comments? Concerns?
Thank you
for attending!
Don’t hesitate to reach out :
More Resources You’ll Receive Today:
Article: Improving IT by 10X
On Demand 10X IT Productivity Webinar:
Ep.1 – Recorded Tue. Oct. 1
Will You Make the Windows XP Deadline in Time?
Sean Donahue
Chief Evangelist
SeanDo@ressoftware.com
@SeanDo40
Ep.2 - Recorded Thur. Oct. 24
The VDIdealist – Avoiding the Seven Sins
Ep.3 – Recorded Tue. Nov. 19
The VDIdealist – How Complexity Killed the VDI
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