Transforming the digital experience of your workforce
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The workforce is changing and organizations must adapt fast. These new ways in which employees work are putting lots of demands on IT. Learn how automation and an intuitive service app store can strike the balance between enabling employees to work how they want, from any device all while giving IT greater governance around both application and service access. See a live demo of how you can improve user experience while streamlining IT processes.
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Transforming the digital experience of your workforce
- 1. 1 © 2016 RES SOFTWARE – ALL RIGHTS RESERVED Transform the digital experience of your workforce Automated IT Service Delivery – Webinar Series Thursday, 18 February 2016
- 2. 2 Your Hosts today Eddie van Ravesteijn Tel. +31 6 3803 1284 e.vanravesteijn@ressoftware.com Eddie_v_R Arno van Doorn Tel. +31 6 2182 0819 a.vandoorn@ressoftware.com
- 3. 3 Changing Workforce • Cloud / Internet of Things • Multiple device • Mobility • Mixing personal and working life • Social media • Work faster, be more productive, have a competitive edge by using todays technology
- 4. 4 Did You Know? Only 13% of companies have a fully automated onboarding process HR is under Scrutiny Pwc 17th Annual Global CEO Survey (2014) 30% of companies reported that it takes a year or longer for a new employee to reach full productivity Allied Workforce Mobility Survey 24% of employees had corporate data access after leaving Security Risks Productivity Challenges 22 percent of staff turnover occurs in the first 45 days of employment - The Wynhurst Group Talent’s hard to keep Manual On-boarding
- 5. 5 Business Goals • QOS • Competition • Managing cost • Innovation • Risk Mitigation • Security • Compliancy
- 6. 6 Our IT Challenge • Enable Users • Enable Innovation • Security / Compliancy • Shadow IT Stop running the business – Enable the business!!
- 7. 7 DIGITAL WORKSPACE Enabling a best-in-class
- 8. 8 RES introduces a true digital workspace…
- 9. 9 • Exceptional end user experience • People-centric security • Predictability • Automation • Self-service A best in class digital workspace requires…
- 10. 10 Workspace Context Aware Access AUTOMATION Simplify and Automate the Employee Lifecycle Qualify Request Subscribe Unsubscribe ITSM, PCLM MDM Virtualization SaaS, IaaS Automation Packs RES ONE Identity Warehouse
- 11. 11 Across these component areas Simplified Endpoint Management Easy & Policy- driven Access Automated IT Services Adaptive Security & Compliance RES offers 4 key ways for IT to Make Digital Workspaces secure, automated and people-center for better adoption, use and management.
- 12. 12 Who Benefits from RES and Why Improved Employee Experience Automation Self Service & Empowerment Improved Productivity Greater Security IT Employee Business
- 13. 13 “RES ONE not only increases efficiency for IT and is a seamless mechanism for end-user self service, but it helps enable the paradigm shift to user-oriented service delivery, unshackled from the device-centric desktop tools.”
- 14. 14 Demo Time!
- 15. 15 Faster Onboarding Means Faster Employee Engagement Thursday 17 March 14:00 GMT Empowering employees with a seamless IT experience Thursday 7 April 14:00 GMT Link: http://www3.ressoftware.com/it-service-delivery-webinarseries.html
Notes de l'éditeur
- In this webinar we will discuss the transformation of the digital experience of your workforce. The first question we have to ask ourselves is: “Why is this so Important? Why do we need to change or improve the digital experience of our workforce?”. Let’s first take a look at today’s workforce. Today 5 generations of workers, operate together in the professional world. From baby boomers all the way up to the iGen. By the way, I am generation X aka the mystery generation (smile). Todays generation of workers grew up with smartphones and iPads at their fingers, but also the post World War II babyboomers have internalized modern technologies and are actually tech savvy. And over the last 20 years the way work has dramatically changed. Influenced and powered by the cloud! The cloud allows us to work from multiple locations and and social media allow us to collaborate in ways we could not have forseen 25 years ago. The enormous compute power of small devices allows us to work in different situations and allows for a mobility that creates a flexibility to mix personal and professional lifes. We can now leave work early to pick up our kids at elementary school and do some work after they went to bed. This whole dynamic new way of living and working actually allows us to be more productive (for example by travelling outside of rush hour. And we can have that competitive edge (or prevent losing the competitive edge) by being able to work faster and smarter. It is imperative that todays workers expect to be able to work in a way that is described above. And this puts a heavy load on IT! It is great that we are able to be so flexible and mobile, but how is IT supporting this. How fast can IT deliver new technologies in this era of Appstores that deliver new stuff to us in seconds. How does IT keep up with the speed of new technology while keeping the lights on. And how do they make sure that our new way of working is still secure and compliant?
- Did you know that 24% of employees retains access to corporate resources after they leave? I consistently ask and repeat this question in all the training sessions that I do and almost always over 30% of candidates are confirming this challenge. But also think about the onboarding and how this impacts new hire productivity. Especially in this era of self-employed consultants. If you hire new people they should be up running fast. Every minute that those consultants have to wait for services that they need to do their jobs cost a lot of money. Companies have a hard time keeping and getting the best talent. And to serve as a good employer they want their image to be young and cool. I’ve talked to companies like Adidas and Pharmaceutical Sanofy and they both have that challenge. IT needs to contribute to those imperatives by providing an excellent end user experience and at the same time protecting the coroporate vault.
- When we talk to our customers we like to talk about their overall business goals. And it is of no surprise I hope but the high level goals of a lot of companies are very similiar. Innovation is mentioned a lot and it is of no surprise that organizations always stribe to become more competitive. Even in less commercial businesses we see a tendence to be more competitive (e.g. Hospitals). Security and Compliancy is is important in almost every busines where we have our business. We have energy companies that suffer from cyber attacks, Hospitals that have electronic medical records that are worth more than a passport at the black market and federal organizations and financial organizations that need to be able to proof that they are compliant. And the last point I would like to call out is managing cost. Nothing new here and not worth spending too much time on, but it is an ongoing effort of organizations to manage or lower their cost and optimize profit.
- When we compare this to IT organizations today we see that they struggle to support business goals. Many processes or service requests as we like to call them are still highly manually executed. Even though parts of these processes are automated (e.g. With Microsoft SCCM) large parts of service delivery is still manual. And this shows in the amount of service desk tickets even around relative simple requests. Basically in many organizations IT is still running the business instead of enabling the business. We are perceived as reactive and slow and our CFO’s talk about us like we are a cost center. And this is not strange, because even though we are working as hard as we can, we are reactive, spend most of our time keeping the lights on and are firefighting issues. Projects are delayed every time and we have low grades when we look at customer satisfaction surveys. Users do not speak very positive about their experience with IT and actually, when we look at IT honestly we are still very often dictating how the user should work. And that leads to shadow IT. Users that have to wait to long untill their service is delivered or their issues are addressed will seek their own solution. And todays users are Tech savvy and will probably find a solution theirselves. We call that Shadow IT and we all know the examples. Shadow IT can not only be threathing our security boundaries and risking our security, but it can also break compliancy regulation. All these challenges slow down our strategic projects and put a lot of stress on the innovation goals we have set. At RES, we ask you to stop running the business and start enabling the business. And although this is easier said than done, we believe that it should be an imperative to prevail the existence of an IT organization. Well, your question to us is probably a valid one: RES, how do we do that and how can you help?
- We help our customers and partners by Enabling a best in class workspace. And in this second half of the webinar we would like to discuss what that is and what it means to your company!
- Warning: This slide is as technical as we go today. So pay attention and try to comprehend what we do! RES ONE simplifies and automates the service lifecycle of an employee and allows IT to streamline processes to onboard and offboard quickly and more securely. RES offers customers an identity warehouse - Information from varied sources (HRIS, payroll systems, etc.) is collected in the identity warehouse which helps create the “identity” of a person. Based on that identity we can determine who should have access to services, and we use categorization to determine why people should have access to services in the catalog. The RES ONE Service Store helps employees qualify, request, deliver, and return services – faster than ever before. Qualify: On Day 1 (or even before, depending on set-up) when an employee started, they qualify for certain IT services based on identification elements such as role, title, department, physical location and more. Based on this qualification phase, 80% of the core services that the business has defined they should automatically made available to them. Why should I request services or wait for services that we could predict based on that identity. Request: For those services that are unpredictable the employee did not automatically qualify and they can go to the intuitive store front, and request those additional services. Again they will only see services that the business has defined are appropriate for them to request. Not every service is appropriate for every employee. Subscribe: Using optional approval processes these requested services invoke runbook automation that delivers the right service to the employee. But “deliver” implies that the employee is taking ownership of the service. Because employees never own the IT Services we view this as a “subscription” instead. Un-subscribe: As the employee either evolves within the organization or out of the organization the services that they had access to should be automatically returned keeping the business incompliance and secured. Following policy defines by the business all IT Services can be “un-subscribed” as the employee meets their end of life via leaving the company or changing roles in a certain job. RES ONE integrates with existing technology to enable provisioning of resources to support the employee and business. This includes integration to human resource systems, cloud applications, service desk solutions, PC life cycle management, mobile device management, SaaS and Infrastructure as a Service. The key unifier of these different capabilities is automation. This is what allows employees to have services and applications automatically delivered to them based on their role and situation, freeing up IT resources. This delivers customized access to each individual employee – adapting and securing to their changes and environment. Other business processes or IT tasks can also be automated through RES. The workspace component of RES ONE defines context aware access to Services. Once an employee is subscribed to a service based on his or her identity, that doesn’t mean that access is allowed in any situation (at Starbucks) or from any device (iPad) or at any time (outside office hours). The workspace component manages the endpoint of an employee providing the user with a consistent and secure workspace experience regardless of the workspace delivery technology (of which we see that this is often a very hybrid environment: laptops, desktops, VDI, Remote Apps etc….)
- So let’s recap what we’ve seen. There are 4 dey ways to improve the digital experience of your workforce across different Component areas: We have briefly discussed the endpoint. Defining a consistent user workspaces that behaves according to the context of the user. Providing the right access to services based on location, time, device and many other attributes like network or AD components. We discussed Policy driven access! Providing access based on Identity and Context! We also like to call this Enterprise Access management, because access based on identity only is not enough anymore. A great user experience comes with granular adaptive security. The days of locking down desktops are over. We need a more adaptive way of applying security to the services that user use. And this security should also be based on the context of the user and adapt accordingly. And last but not least we emphasize on the fact that it is not only about access to services but also about automated delivery of these services. Every service is delivered through a physical change in the infrastructure (whether this is cloud based or on premise) Even the smallest service like a password reset comes with a change of resetting an attribute in the infrastructure. Thes physical change need to be automated to make the service deliver cheap, fast and reliable!
- Security: Improved Offboarding process Efficiency: Less fire fighting from IT Productivity : employees that experience a smoother onboarding process will be better trained, more connected to the organization and quicker to produce. Improved Usability: Get what you want when you want it via Service Sore self service, Be fully productive on Day1 with 80% of the services you need
- RES was honored to receive the coveted Gartner “Cool Vendor” award. Report details: Cool Vendors in Infrastructure Services, 2015 Published: 10 April 2015 Analyst(s): Fred Ng, Federica Troni, Eric Goodness, Nathan Hill The vendors profiled here deliver value to business and IT users through their innovative services and new approaches to enabling business benefits. They help clients address the key challenges they face today in the digital economy