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Conquer the Barriers to Self-Service Adoption Presented by • Diana Wong, RES Software Product Marketing

Director• William Fellows, 451 VP Research• Agatha Poon, 451 Senior Analyst

Today’s Webinar• Current Barriers of Self Service • Technology Disruptions & the Cloud • ITaas and Service Delivery• Why Transform, Why Now• The Enterprise Marketplace• Trends to Watch & Best Practices• Successful Enterprise Self-Service Portal

Projects• Effective Self-Service Tips - How to Get Started• Q&A

Today’s Barriers of Self-ServiceLack of Automation• Countless routine tasks• Often done manually or

via many scripts• Lack of support

throughout employee lifecycleComplex

Infrastructures• Hybrid environments• Virtual, physical, public &

private clouds• Many manual &

fragmented IT processes Process Driven, not People-centric• Employees are more

mobile, different workstyles

• Diversity of services requests

• Lack employee engagement

• William Fellows, VP Research• Agatha Poon, Research Manager

451 Research is an information technology research & advisory companyFounded in 2000

220+ employees, including over 100 analysts

1,000+ clients: Technology & Service providers, corporate advisory, finance, professional services, and IT decision makers

30,000+ senior IT professionals in our research community

Over 52 million data points each quarter

4,500+ reports published each year covering 2,000+ innovative technology & service providers

Headquartered in New York City with offices in London, Boston, San Francisco, and Washington D.C.

451 Research and its sister company Uptime Institute comprise the two divisions of The 451 Group

Research & Data

Advisory Services

Events

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Economics

Technology

Organization

2006

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2015

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CLOUD COMPUTINGQ1 2015

•Source: 451 Research, Voice of the Enterprise: Cloud Computing, Q4 2014

•Q. What percentage of your total IT budget will be spent on each in 2015?

•Q. Which of the following best describes your organization's adoption of cloud computing models? 

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•Cloud Adoption by IT Infrastructure Spending in 2015

Pre-production (n=219)

Initial Production (n=160)

Broad Production (n=112)

52% 50%41%

8% 9%

9%

11% 10%

6%

6%4%

7%

13%12%

18%

2%2% 4%

9% 13% 15%

SaaS

PaaS

Hosted Infrastructure Services (including IaaS)

Other

Outsourcing Services

Colocation Services

On Premises

Spending patterns for cloud computing

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CLOUD COMPUTINGQ1 2015

•Source: 451 Research, Voice of the Enterprise: Cloud Computing Q1 2015

•Q. Which of the following types of cloud services, if any, does your organization currently use?

Software-as-a-Service (SaaS)

On-Premises Private Cloud

Hosted Private Cloud

Infrastructure as a Service (IaaS)

Platform as a Service (PaaS)

70.4%

55.5%

38.4%

36.0%

28.8%

Q1 2015

Percent of Sample

n = 1397n = 788

•Cloud Computing Services Usage•Cloud Respondents

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The end of the beginning…..

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Issues enterprises are facing

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Moving from pilots to production, making stakes higherChallenges span economics, technology and organization

Lack of controlled business processes

Looking for business outcomes

Pressure is growing to pick the right partner

Seeking leadership from trusted providers

ITaaS - turning technology into service delivery• IT departments thinking like businesses

• Automated, consumption-based, service driven

•Mix of old and new style IT services

• Balance competing needs: DevOps, Finance, IT

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Why is the conversation turning to ITaaS now? • The aftermath of the 2007 economic downturn•Workplace mobility and consumer technology• Poorly maintained tooling, fragmented support services• Technology silos, multi-sourcing• Buyer needs change as internal departments become service

brokers• Cloud delivery

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P R O G R E S S

The journey to cloud…..

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Q. In what phase are you in evolving your internal infrastructure (i.e., cloud-enabling) environment? n=158. Voice of The Enterprise

Standardization 8% Consolidation

6%

Virtualization 32%

Automation 26%

Orchestration 11%

Private Cloud17%

What business users (LOBs) need/expect of IT

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• They don’t care about any of the stuff on the last 3 slides

• They need better, cheaper, faster (sometimes different)• 2 of the 4 will do – for now

• Why can’t my IT organization work like Uber? Box, Salesforce, AWS, Apple?

ITaaS Maturity ModelLevel 1AD-HOCNo catalog, centralized, monolithic IT processes.

IaaS and SaaS is the domain of ad-hoc shadow IT

Level 2REPEATABLECatalog used within the IT Department to manage basic processes and controls around technical services.

Some use of IaaS brokerage

Level 3DEFINEDOrganization wide use of catalog with an access portal providing consumer-like experience.

Employees use it to support device and SaaS procurement choices

Level 4MANAGEDMature resource management means that the organization confidently uses showback and chargeback for IT usage. The internal broker is used for the majority of IT procurement.

Level 5OPTIMIZEDThe catalog is used to request services beyond IT and to shape and procure requirements for new services. Sophisticated brokerage in place.

Minimal “shadow IT”.

O p t i m i z e dA d - h o c

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Turning technology into service deliveryBenefits

Preserve the agility and self-service model and allow IT to retain control

Mix of old and new style IT services

Balance competing needs: business, IT, developers

Improve user satisfaction without raising staffing levels

ChallengesCulture vs strategy – the move from

cost center to business

End user IT literacy levels

Policy and governance issues

Compete against external providers

Business transformation is well underway

19Source: ChangeWave Research, a service of 451 Research

3 out of 5companies allow employees

to use their personal devices for business

purposes.

60%companies say

“Shadow IT” used by some employees.

363 Million

In 2014, there were 363 million connected devices in use in the US and it is expected to hit the 486 million mark by 2018.

Why transform, why now?Economic MotivationMinimize high system and running costs Eliminate ongoing service support and maintenance

Maintain systems at current levels with fewer resources and a reduced budget

Shift IT investment from capex to opex; use subscription-based model with no strings attached

Transformational ChangeDevelop, deploy and scale up applications and services quickly, efficiency and securely

Raise the standards of service delivery to both external and internal stakeholders

Increase the scope of e-services, which in turn boosts competitiveness

Nurture creative thinking and innovation

The New Normal for Enterprises

N=162, Source: 451 Research, the InfoPro

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The New Normal for EnterprisesCloud Marketplace

• API-driven• User-friendly• Customizable• Private-branded

What Does a Cloud Marketplace Entail?Storefront A front-end interface where users are able to browse, discover, and order

various applications

Dashboard A management portal that provides single sign-on user access and management

Admin management portal A back-end management portal that allows IT administrators to centrally track

purchase, create catalogs, automate invoicing and payment, and enforce security and compliance

Workload on-boarding and integration platform A management platform designed specifically for app developers to enable app

testing, integration, management, and marketing

Three trends to watch Go Flexible, Go Mobile The cloud marketplace

model will continue to operate on both closed systems and open systems

Mobility of various applications will become an integral part of the cloud marketplace offerings.

Agile Service Delivery IT stores deployed within

the customer’s premises will move beyond the conceptual stage

Vertical-focused cloud marketplace will come online

Unified Management Achieving a single

pane view across applications and environments, with unified monitoring capability APIs for access to

key metrics that measure user experience

Best Practice Checklist • Take a phase-based approach• Define a security framework• Empower users to act

as change agents• Adopt a change management process early in the

program that all stakeholders will follow• Actively plan and manage vendors and partners• Evaluate and evolve

Thank you!

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Quick Time to Value One Stop Service Shop with RES

• Effortlessly implemented RES ONE Service Store – 2 weeks to implement whole RES ONE Suite with first 25 apps/services• Automated common requests for IT & other

business services/apps; Resetting passwords – once a 2.5 day process – now done immediately• Provides more than 200+ IT and business

services in their “One Stop Service Store”• Self-Service store developed for employees, by

employees• Full ROI in 3 months

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Effective Self-Service Implementation @ Kingston University

• Created a University Self-Service Store• 27,000 active RES Service Store users• More than 500 services, including 450 apps

via Kingston Service Store• Improved SLAs - support response times

reduced from 1-3 days down to 30 seconds• 200,000+ IT requests have been

automatically fulfilled via the RES ONE Service Store

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User Experience – 1st Time Logon

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The User Experience – Home Screen

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The User Experience – Automated, One Stop Shop

Printers

Shares

Core Apps

Services Admin Tasks

Traditional Apps

App-V

Application Jukebox

RES ONE Service Store Customer Quote“ Application and service delivery have never been easier. •We only need to direct our users to one place for any IT service or application they might need. • Many of the solutions to our users’ most common IT requests also reside here, so as our users become more familiar with the RES ONE Service Store, • they can solve more and more of their own issues –often much faster than it would take to request help from IT and wait for someone to become available. ”

- Daniel Bolton, Kingston University

Effective Self-Service Tips: How To Get Started• Predictive & Automated• Identify what employees need and

delivery quickly• People Centric • Give employees a more intuitive

platform - personalized and easy to use• Look beyond IT apps & services

•Quick Time to Value• Start simple: Identify low hanging

fruit• Top 10 commonly requested

services/apps• Shift Left

Q&A

Thank You!Join Us! December, December 9th | 8am PDT | 11am EDT | 4pm BST | 5pm CEST

Looking Ahead: Predictions for 2016 and Beyond (Webinar)Featuring: • Lenny Liebmann, Founding Principal, Morgan Armstrong • Bob Janssen, SVP of Innovation, CTO, Founder, RES

Register at www.ressoftware.com/voice To learn more, contact us at www.ressoftware.com/contact