are your it professionals fire-fighting when they should be innovating

27
Copyright © 2013, RES Software. All rights reserved. 0113 Copyright © 2013, RES Software. All rights reserved. 0113 Presenters: Bob Tarzey – Analyst and Director, Quocirca Lee Randall – Public Sector Sales, RES Software Are your IT professionals fire-fighting when they should be innovating? Friday 12 December

Upload: res-software

Post on 09-Jul-2015

57 views

Category:

Technology


0 download

DESCRIPTION

Service desk tickets drain shared resources especially when many are for basic tasks such as printer set ups. Experienced engineers are wasting their time on low level repetitive tasks rather than driving IT innovation in the interests of your business. There is a solution; new frameworks are transforming the delivery of IT and services. They enable employees to solve their own ‘IT problems’ without being stuck logged in a queue. What’s more, labour savings of between 6,000 and 14,500 IT engineer hours per year can be realised through the predictable delivery of services, and by the automation of service desk tasks.

TRANSCRIPT

Page 1: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

Copyright © 2013, RES Software. All rights reserved. 0113 Copyright © 2013, RES Software. All rights reserved. 0113

Presenters:

Bob Tarzey – Analyst and Director, Quocirca

Lee Randall – Public Sector Sales, RES Software

Are your IT professionals fire-fighting when

they should be innovating?

Friday 12 December

Page 2: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

2

Copyright © 2013, RES Software. All rights reserved. 0113

RES Software at a glance

• 15 years of success, founded in

1999

• Dual headquarters in Philadelphia,

PA USA & Amsterdam, Netherlands

• Flagship solution is the RES IT

Store, powered by the RES Suite

2014

• 11 Patents* + RES Labs for

advanced R&D (*7 patents are

currently pending)

• Over 2,500 customers and 3,500

software & service deployments in

27 countries

• Single Deployments of over 140,000

users

Page 3: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

Clive Longbottom,

Service Director, Quocirca Ltd

Alleviating service desk

blues with selective

automation

Bob Tarzey

Analyst and Director

Quocirca Ltd

Dec 12th 2014

Page 4: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

”The first rule of any technology

used in a business is that automation applied to an

efficient operation will magnify the efficiency…

…the second is that automation applied to an inefficient

operation will magnify the inefficiency.“

Bill Gates on automation

Page 5: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

The cost of the failure to effectively automate routine IT tasks

Wasted human capital

IT staff time wasted

Demotivated IT staff

IT innovation held back

Degraded end-user experience

Ultimate result: the business

is poorly served by IT

£

$

£

$

Page 6: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

Quocirca research illustrates the extent

of there issues

“The wastage of human capital in IT

operations”, Dec 2012

Free down load HERE All data used is from this report unless indicated otherwise

Page 7: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

WASTED HUMAN CAPITAL How much do you agree with the following?

"To make progress in an enterprise IT environment it's accepted that IT operations staff will have to perform day-to-day jobs and

tasks for which they are over-qualified"

Average of 1 = completely disagree and 5 = completely agree

Page 8: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

IT STAFF TIME WASTED % of IT team time spent on low level IT tasks

Reactive response to incidents, repetitive procedures, error checking etc.

RDT = retail distribution and transport

Page 9: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

DEMOTIVATED IT STAFF % of IT staff’s qualifications and skills actually used

Page 10: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

From Quocirca:

Conquering the

sys-admin

challenge

FREE HERE

Demotivated staff are even working on mundane tasks are prone to errors Average administrator error rates

Page 11: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

IT INNOVATION HELD BACK If your IT operations staff had 50% more man hours, in which of the following ways would this be used?

% of respondents selecting when allowed to select a maximum of 3 options

Page 12: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

DEGRADED END-USER EXPERIENCE Top three concerns with regard to online services

underperforming in some way

Data from Quocirca: Online Domain Maturity

Oct 2014 – down load HERE

Average

weighted

score out of 3

Page 13: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

GET TOOLED UP What are your top three frustrations when thinking

about the challenges you and your team face?

% of respondents selecting each issue

Page 14: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

IT management tools are needed which:

• Support automation

• Integrate human work flow

• Scale for growing numbers of end points

• Support physical and virtual deployments

Page 15: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

Intelligent IT work flow management

For the tasks that can not be fully automated, intelligent

human work flow management is required

?

Select the most experienced engineer

Page 16: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

The problem gets worse are organisation get bigger

Ratio of IT staff to users

45

67

112

40

60

80

100

120

500 to 1000 1000 to 3000 3000 to 5000

Inte

rnal users

/IT

sta

ff

rati

o

Number of employees

Data from

Quocirca: The

Mid-market

Conundrum,

June 2013 –

down load

HERE

Page 17: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

Automation enables the industrialisation of IT management processes

Carrying out the same task many times over

Which is scalable!

Page 18: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

Page 19: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

Page 20: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

Page 21: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

More automation

Quality

Consistency

Availability

Innovation

Value

Outages

Disruptions

Error rates

Risk

Cost

£ $ €

Page 22: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

© Quocirca 2014

THANKYOU

www.quocirca.com

[email protected]

Page 23: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

23

Copyright © 2013, RES Software. All rights reserved. 0113

Real reasons to talk to RES Software

“Reduced Service Desk

calls by up to 76%”

“Ticket resolution in less

than 30 seconds for

most requests”.

“Immediate Delivery (and return)

of Applications and Data Access

has allowed us to re-boot the

image of our IT Teams”, we are

now viewed as a business

enabler”

“Adjusting IT services based on user roles

went from taking weeks to same business

day. The Time savings on this task alone

equates to two full-time IT personnel that

can spend time on other activities”

“200,000+ IT requests were

fulfilled automatically via the

RES IT Store in a matter of

months”.

“Overall lower cost of in-house IT services”

Our Support response

times reduced from

average of 1 to 3 days

down to 30 seconds.

“Our Support

response times

reduced from average

of 1 to 3 days = down

to 30 seconds”

“we provide 1000+ services available to

22,425 users, all on demand via the RES

IT Store portal”

“Our end users love the “Amazon-like”

experience, they understood

immediately how to make best use of the

IT Store. Our team has delivered way

beyond what was expected”

Page 24: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

24

Copyright © 2013, RES Software. All rights reserved. 0113

Local Council Ticket topics & Business Case

Topic Sub Topic Incidents

Additional Permission Extra Internet Access 657

Additional Permission Fileserver 629

Network Accounts Password Reset 550

First Point Of Contact Validate Staff Board 530

First Point Of Contact Enable CSG 482

First Point Of Contact Add Additional Mailbox 398

Network Accounts Deletion Account 366

Additional Permission Mailbox 317

First Point Of Contact Citrix Session reset 115

First Point Of Contact Add Email Profile 224

4268 Total incidents (from their top ten alone)

5690 human resource hours (per year) savings

£210,000 (per year) financial savings *based on 6 month ticket analysis

Page 25: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

25

Copyright © 2013, RES Software. All rights reserved. 0113

RES Software. Where Business meets IT.

RES IT Store An automated self-service portal for all IT services, available 24/7/365

Page 26: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

26

Copyright © 2013, RES Software. All rights reserved. 0113

What RES IT Store Customers are Saying …

“The RES IT Store enables a single

point of access for all IT services,

providing the convenience and

instant response the user needs

with the security, compliance and

control demanded by the business.”

“IT departments have become, or are

starting to become, service-centric

operations. Over time, we need to think of

our users as service consumers so they

can choose how to compose their

workspaces. The RES IT Store is the

ultimate way to aggregate everything into

a one stop IT shop.”

“It’s a powerful tool. We were able to

transform our onboarding and offboarding

processes from manual and time

consuming to completely automated.”

Page 27: Are Your IT Professionals Fire-Fighting When They Should Be Innovating

27

Copyright © 2013, RES Software. All rights reserved. 0113

Summary

• Introduce the WOW Factor with a consumer like IT Store

• Increase Operational Efficiency

• Increase Service Quality

• Higher Agility and Quicker Delivery of Services

• Massively increase user satisfaction

• Deliver true IT as a Service