Evolving Service for the Digital Workplace

Jon HallLead Product Manager@jonhall_

OLD

NEW

The workplace is changing.

75% Of global workforce will be Millennials

by 2030

Of workers access

documents on the go

81%

6

“There was no centralized database at Yale that allowed students to perform course comparisons at-a-glance.

Washington Post, January 16th 2014

Two students programmed an interface that would compile everything in one place”

The story of CourseTable

7

8

Jan 22nd 2014

Mary Miller, Dean of Students, Yale. January 2014

“Technology has moved faster than the faculty could foresee...

Questions of who owns data are evolving before our very eyes”

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“The IT department will make you cry...”

USA University. 33,000 students.

10

“We have the best IT and computer people at Stanford, ready to help.”

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(Investment bank, 1000-5000 employees)

“Takes ages to get anything done… the processes for everything are long and painful”

(Bank, 140k employees)

“Too much time is wasted by employees on the phone to IT”

“I would say the company is about 10-13 years behind the curve” (Marketing,200 employees)

Human productivity is new currency for business success.

Companies with engaged employees

outperform those without by up to

202% $2.4K

Increasing employee engagement investments by 10% increases profits

per employee by

TODAYPEOPLEWORK

ANYWHEREANYTIME

WITH TOOLSTHEY

CHOOSE

14

”Mobile is Eating the World” - Andreessen Horowitz, 2015.

Mobile HTML Browser

Fully rendered web sites,sometimes mobile optimized.

WAP/HDML Browser

Single window, basic text, limited interactivity.

Late 1990s

“Messaging as the platform”

Mid 2000s-

Native app front-end

Early 2000s

Standalone apps,simple cross-launching.

Functionality accessed directly from message or notification.

Evolution of primary smartphone user interaction

2015-

WeChat

Xiaomi WeChat store

Messaging interaction vs App

“The (WeChat) payment process is seamless. It takes 30 seconds, and you don’t get out of the app at any point,” said Zhang, who pointed out the laborious steps that could rack up precious minutes spent on mobile in America – Searching online, opening a mobile web browser, entering credit card information or heading to PayPal, all the while bouncing between apps and tabs“How WeChat is powering a mobile commerce boom” - Digiday.com

Business is moving at the speed of850 ADPS (Apps Downloaded Per Second)…

5xBy end of 2017, there will be 5x faster growth in

demand for mobile app development

than IT’s capacity to deliver them

GROWING UNAUTHORIZED I.T.Only 20% of workers go to IT for new services

FALLING EMPLOYEE PRODUCTIVITYAverage worker wastes two days a month on IT-related issues, including finding and requesting the proper tools

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Source: HDI Resource Brief – Dec15

Catalog Sprawl

• Staff wastes time looking for tools in multiple portals.

• Catalog sprawl drives up IT operation costs.

• Shadow IT grows, as workers find solutions elsewhere.

Q3 2013 Q4 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 20150

200

400

600

800

1000

1200

Consumer Enterprise

923897831

738759

626545

Source: SkyHigh Networks Cloud Adoption and Risk Reports (quarterly)

10831154

Growth of Cloud Services in the Workplace

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“The vast majority (of business users), about 85%, brought Evernote into the workplace themselves”

Evernote CEO Phil Libin, launching Evernote Business

In APJ, 83% of employees bring their own devices to work (41% citing contactability by clients)

VMWare “New Way Of Life” Survey, Asia Pacific and Japan

IT causes 84% of business users to experience a “severe or moderate impact” on their ability to be productive on a monthly basis

Forrester: Exploring Business And IT Friction

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Employees are more agile and engaged when their work environment more closely matches a consumer like computing environment.Gartner: Creating a Digital Workplace Execution Strategy

IT Service | ti s v s |ʌɪˈ ː ˈ əː ɪnoun

1. A Service provided to one or more Customers by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Processes. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement.

Source: ITIL v3 PROVIDER

FOCUSED

"You‘ve got to start with the customer experience and work

back toward the technology - not the other way around.”

Source: Steve JobsCUSTOMER

FOCUSED

User-centric design approach

User-Centric Design and Development

BMC Confidential – Subject to change

Service Brokering

• Employee productivity jumps with unified service app store.

• Streamlined IT focuses on high-value projects.

• Risk and compliance issues decrease with IT governance.

Constant, open feedback

Customer driven tools

Broker of services

Contextual and personal offerings

Enablement of open innovation

Periodic surveys

Technology-centric tools

Single source of services

Standard offerings

End-to-end control

OLD NEW

Monopolized trust Earned trust

The future is now.Go digital or go extinct.

Of S&P 500 will be replaced

by 2027

75%25%Of businesses will lose

competitive ranking due to digital incompetence by

2017

Digitally advanced businesses thrive by unlocking human productivity

26%Profitability

9%Revenue/Asset

12% Valuation

© copyright 2016 BMC Software, Inc.

@jonhall_