are your it professionals fire-fighting when they should be innovating
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
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
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
Clive Longbottom,
Service Director, Quocirca Ltd
Alleviating service desk
blues with selective
automation
Bob Tarzey
Analyst and Director
Quocirca Ltd
Dec 12th 2014
© 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
© 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
£
€
$
£
€
$
© 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
© 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
© 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
© Quocirca 2014
DEMOTIVATED IT STAFF % of IT staff’s qualifications and skills actually used
© 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
© 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
© 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
© 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
© 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
© 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
© 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
© Quocirca 2014
Automation enables the industrialisation of IT management processes
Carrying out the same task many times over
Which is scalable!
© Quocirca 2014
© Quocirca 2014
© Quocirca 2014
© Quocirca 2014
More automation
Quality
Consistency
Availability
Innovation
Value
Outages
Disruptions
Error rates
Risk
Cost
£ $ €
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”
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
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
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.”
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