Transcript Hosted by Delivering an Effective End-user Environment Steve Kleynhans Vice President, End-User Platforms © 2003 META Group, Inc., Stamford, CT-USA, +1 (203) 973-6700, metagroup.com.

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Delivering an Effective
End-user Environment
Steve Kleynhans
Vice President, End-User Platforms
© 2003 META Group, Inc., Stamford, CT-USA, +1 (203) 973-6700, metagroup.com.
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Business and Technology Scenario
Performance
 Hyper-collaborative environment
needs? Device
Wireless
chaos
puts new emphasis on end-user
PC
Licensing
platforms
market
changes
turmoil
 Constituencies are changing
 Technology no longer driven by
corporations
 Pervasive technologies challenge
traditional IT management tactics
 Ongoing economic turmoil forces
renewed focus on cost
effectiveness
The relationship between IT and the businesses it serves is being
reshaped. ITO’s must embrace change. Servicing end users
effectively is a key requirement
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 Understanding market
pressures and technology
advances as well as their
impacts on planning and
management processes
 Establishing best practices for
end-user management,
including vendor selection and
configuration policies
 Adapting for mobility and
pervasive computing
Cost Effectiveness
Critical Issues
Typical
Corporate
Direction
Current
Environment
Managed
End-user
Infrastructure
Pure
Technology
Focus
Adaptability
End-user computing will continue to fund more than its share
of IT budget cuts through 2003 — falling PC prices will help,
but better process is required
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Limitless Hardware
 Moore’s law continues
unimpeded
•
100,000
6,000
Price
Performance
5,000
10,000
But that doesn’t necessarily
mean “performance”
 Processors are becoming
more tuned to particular
needs
 Shifting away from
processors to platforms
P4
4,000
P3
1,000
P2
3,000
Pentium
100
486
2,000
386
IBM PC
10
1,000
1
0
1981
1986
1991
1996
2001
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The 64-bit Desktop Question
 Provides access to larger
memory (>4GB)
•
Improves performance of some
applications
 Provides greater bandwidth
to and from memory
•
Impacts the most serious
bottleneck in processors today
 Provides more complexity
for instructions
However…
 Intel has yet to weigh in
on mainstream large
memory issue
 Other techniques exist for
extending addressing
 Code (and memory
requirements) can bloat
 64 bit can be wasteful and
actually reduce perf with
some loads
Mainstream desktops will not shift to 64-bit before 2007, however
for niche applications it is worth exploring
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Persistent Security
 No longer just a network issue
• The entry points are in continual flux
 Security will be layered throughout all
systems
• Encryption/authentication at every transition
10110
point
 Security takes on new importance in
an era of corporate accountability
 “Palladium” and Intel’s LaGrande
target this issue but are a long way
from production
Client Security
Points
Security certification will become more important for establishing
business relationships than operational certification was in the
1990s
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Understanding “Productivity”
 User productivity requires new
means to handle information.
 Corporate productivity is not
the same as user productivity
but they are related.
 Making users more productive
isn’t enough. New technology
enables new processes but
requires understanding the
entire end-user environment.
•
•
•
•
Productivity Enablers
Continuous learning
Information access
Interaction models
Integration (data,
platforms, process, apps)
The real productivity improvements necessary for continued
economic growth will require more than “baby step” refinements in
technology
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Office XP and Office 2003
 Continued refinement of user
interface, functions, and
intelligence along with
improved reliability
 Office XP as a development
platform
• Office Web Components
• Workflow Designer
• Smart Tags
 Redefining the role of Office
from document creation to
document collaboration
Next Up … Office 2003
 Focus on XML
 Broadens links to Web
services
 Increased support for
new knowledge worker
initiatives
 Bridges gap between
creation and consumption
Office XP is an incremental step that foreshadows future
capabilities, but upgrades are tied to timing
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The Tablet PC: The Next Big Thing?
 Most distinct change since notebook
 Strong concept but questionable
implementation — heavy push by
Microsoft
 Traditional and new vendor entries
 Focus is on new interaction/usage
models
 Need 2-3 years to achieve optimized user
ergonomics
 Eventually, rich ink features will make it
into all computers
Eventually, tablets will be commonplace, but they are currently
niche products; they will appeal mostly to non-PC users
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How to Manage TCO
 Many factors are out of ITO control
 Reducing costs is easy if value isn’t
a concern
The Cost Levers
 Service level
 Standardization
 Automation
HW and SW
32%
 Application
architecture
Support
51%
Maintenance
4%
 Centralization
 Procurement
practices
Procurement
5%
Plan, Design, Test
8%
TCO is a balancing act and needs to be regularly reviewed in light
of corporate priorities
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The Well Managed User
 Standardized common
operating environments are
the most powerful tools
 Improves all aspects of TCO,
but does require discipline
 Works best with a predictable
refresh
 Lock-down vs. supporting the
build
Non-Build Items
Hot Fix Layer
Localized
Builds
Localized
Builds
Layered
Builds
Layered
Builds
Core Build
Hardware
Client support ratios have improved from 1 FTE per 100 clients to
1 FTE per 125 clients — a $200 annual savings!
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Three vs. Four Year Cost Comparison
500
Time
Estimate
3 Year Desktop w/Monitor
PC Purchase
NA
PC Install
0.65
PC HW Break/Fix Contract
0
PC Software Support (e.g. Drivers, ) 1.5
PC Disposal Labor
0.75
PC Disposal Fees
NA
Annual Hard Cost per PC
Lost End User Productivity (Soft Costs)3.67
Total Soft and Hard Costs
$/hour
Cost
Lifecycle
NA
$65
$0
$65
$65
NA
$950.00
$42.25
$180.00
$97.50
$48.75
$25.00
3
3
3
3
3
3
$65
$238.55
1
$316.67
$14.08
$60.00
$32.50
$16.25
$8.33
$447.83
$238.55
$686.38
Time
Estimate
4 Year Desktop w/Monitor
PC Purchase
NA
PC Install
0.65
PC HW Break/Fix Contract
0
PC HW Break Fix Labor (e.g. Failures,) 0.45
PC Software Support (e.g. Drivers, )
2.5
PC Disposal Labor
0.75
PC Disposal Fees
NA
Annual Cost per PC
Lost End User Productivity (Soft Costs) 5.5
Total Soft and Hard Costs
$/hour
NA
$65
$0
$65
$65
$65
NA
$65
Cost
$950.00
$42.25
$180.00
$29.25
$162.50
$48.75
$25.00
$357.50
Depreciated
Cost
Lifecycle
4
4
4
4
4
4
4
1
Depreciated
Cost
$237.50
$10.56
$45.00
$7.31
$40.63
$12.19
$6.25
$359.44
$357.50
$716.94
PC Disposal
Fees
450
400
PC Disposal
Labor
350
PC Softw are
Support (e.g.
Drivers, )
300
PC HW
Break/Fix
Contract
250
200
PC HW
Break/Fix
Contract
150
PC Install
100
PC Purchase
50
0
3Year
4Year
IT should plan for a 3-4 year lifecycle but allow for
flexibility to accommodate unplanned upgrades.
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Is Thin Client Really Cheaper?
Thin Client vs. Fat Client Cost Comparison
Heavy
Applications
Moderate
Applications
Lightweight
Applications
$3,000,000
$2,500,000
$2,000,000
$1,500,000
$1,000,000
$500,000
$0
WTS
Server HW
Fat
Client
Server Admin
WTS
Fat
Client
Client HW
WTS
Fat
Client
Client Administration
Thin-client architecture (e.g., WTS/Citrix Metaframe)
should augment, not replace, the fat-client environment
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Going Mobile
 More workers are increasingly
mobile in their jobs
• Occasional vs. constant
• Local vs. wide area
•
•
75% of info workers will be mobile at
least 25% of the time (2005)
40%-50% of corporate users will use
notebooks (2006)
 Corporate impact: Content,
application architectures,
infrastructure, operational
support
 “Mobilizing” is much more than
just outfitting a user with a
notebook
Pervasive Area
Wide Area
WAP
GPRS
Local Area
DSL
Personal
Area
Bluetooth
CDPD
GSM
TDMA
Ethernet
IrDA
ISDN
HomePNA
Personal
Workspace
Dial-Up
WLAN
802.11
3G
Office
Cable
Remote Office
Ardis
Metricom
Mobitex
“Everywhere”
Companies must support “anytime, anywhere” computing
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Making Mobile Work
 Enterprises must support multiple
device types for enterprise users,
and even more for consumers
 Hardware standardization is
imperative, but a single standard is
not enough
 Manage user expectations on
mobility carefully
 Leverage best practices in
managing laptops for other
pervasive devices as well
Apps
Email
Personal
Information Manager
Picking the Right Starting Point
Business Impact: Rapid technology change and vendor
immaturity will force continued investment in mobile applications
during the next 2-3 years
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How Much Will It Cost/Save?
 Typical project investment
• Quick start: $25K-$50K
• Beyond pilot: $250K-$500K
• Full scale: $1M+
 ROI
• Small project should be “learning”
investment
•
Midsize should have 18- to
24-month ROI
•
•
Large project may have 3+ year ROI
Expect 15%-100%+ paybacks
 Tactical vs. strategic
• Targeted LOB vs. enterprise
Evolving and rapidly changing technology means continuous
evaluation and investment for the next 5-7 years
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6 Steps to Pervasive Deployment
 Identify key
opportunities/projects
Realistic Expectations Are Key
 Assess apps for mobile
potential
?
 Leverage existing expertise
 Define realistic goals — set
realistic expectations
 Get business case approval
from mgmt.
?
?
 Make security a central
theme
Deploying a pervasive app to a mobile workforce requires a lot
of effort and buy-in from the organization
Bottom Line
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Integration Approach and Strategy
 Mobile deployments must be evaluated for their ROI, not
their “coolness” factor
 Functionality should be highly targeted to mobile user
functions/needs
 Keep it simple and focused on user context
 Deploy tactically, but look toward strategic needs
Business Impact: Central project coordination and oversight are
critical success factors for mobile/wireless success
Transformation Steps
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An Effective End-user Environment
 New platform technologies provide the opportunity to improve
user and corporate productivity if appropriately managed and
implemented.
 Pushing PC life cycles from three to four years provides some
benefit (~$50-$100), but that must be balanced against added
costs of a four-year life cycle (e.g., extra break fix, slower
performance, image management, migration headaches).
 Pervasive technology will grow to affect all parts of the
business in the next 3-5 years. Pervasive deployments must
be evaluated for their ROI, not their “coolness” factor.
Business Impact: End-user computing will continue to fund
more than its share of IT budget cuts — falling PC prices will
help, but better process is required