A colleague recently asked me what I thought were the key components of a solid End User Computing strategy. Having personally spent more than 10 years working in and leading end user computing functions I accepted the challenge and this is how this blog came to be.

Why bother with a strategy at all!  

Enterprise strategies for end-user computing, workplace design and effectiveness continues to be a battleground for innovation within any large Enterprise. For some organisations, it is still largely untapped or it has been a number of years since the last attempt so are overdue a reboot!

Maturing virtual desktop solutions along with new Desktop as a Service (DaaS) offerings that are naturally overlapping with older operating systems (O/S) going end of life such as Windows 7 means there are compelling reasons to get moving now.

Many IT experts have mused on the idea of modern Windows management in 2018, essentially moving from Microsoft System Centre Configuration Manager to new approaches in the cloud.

As end-user computing strategy continues to shift away from old tools and into fresh methods, IT professionals are tasked with understanding new technologies and, above all, continue to support and increase user productivity in 2019 and beyond.

How should I approach this?

However, with all these new tech advances how should an organisation ensure maximum value for money, improved performance and user experience whilst increasing adoption and productivity across the board.

There are five pillars that I always look for and consider them be a key consideration for any modern end-user strategy.

• Guiding Principles – Establish foundational guiding principles to be investigated and reviewed to create a strategic direction.

1. 1. A single O/S and build – consolidating onto a single base build, an operating system that is largely independent to the delivery method and form factor is key to simplified management and maintenance. Adopting as newer and modern a platform as the organisation can reasonably be expected to adopt.
   2. A defined core operating environment – define a set of applications and tools that everyone should have access to as standard.
   3. Architectural simplification – apply a ‘rule of one’ to all software solutions e.g one video conference solution, one chat tool. Drive standardisation over perceived edge cases. Where there is a business advantage, see Premium items.
   4. Premium items – Improve ability to respond and manage anything unique to a business line or where it isn’t the de facto standard the requesting business line are recharged the full-service cost (run and change).
   5. Reduced fleet offerings – ensure that the future product selection is as small as possible whilst still meeting the business needs. Eg one virtual desktop, one high powered workstation, one desktop, one laptop standard and one high end, one corporate smartphone standard and high end.
   6. Streamlined request management – allow the deployment of all requested software in an automated fashion once business approval is given. Any software not used for 45 days is then removed automatically.
   7. Increased optionality supporting ‘Bring Your Own Device’ and the use of personal tech  – Support the use of employees own device and, where regulation allows, actively encourage it by providing ancillary services such as increased connectivity and remote access options.

• End-user profiling – matching business needs with proposed solutions and role types maximises usability and ensures fit for purpose delivery.

1. 1. Define a matrix of role types that drive what solution will be provided to who and why matching the business population to these.
   2. Consider an approach that is role-based rather than seniority eg. level of mobility vs customer facing to define the appropriate tools for the role.
   3. Remove what are considered to be VIPs from this approach if necessary. Don’t allow the minority however senior to hold back the majority and wider opportunity.

• Real estate strategy alignment – a major cost component of any business that, once integrated and aligned with technology, can achieve an optimised working environment.

1. 1. Consider how the real estate strategy will support the deployment and adoption of a new end-user strategy and the associated metrics.
   2. Work with colleagues to monitor building occupancy usage over a sustained period of time. Don’t be surprised if this comes out at only 60%!
   3. Integrate the end user strategy with up and coming real estate fit-outs and building strategy to integrate tech with the building fabric to work as seamlessly as possible inc. kit and connectivity.
   4. Consider moving to flexible desking in neighbourhoods and increase the user to desk ratio.

• Flexible Working and Entitlement Policies – Closely review how the current working environment and end user strategy is supported by people impacting policies in HR.

1. 1. What policies are already in place and do these need to be reviewed and refreshed.
   2. How do they help drive adoption of the new ways of working.
   3. Along with role profiling, review what each role type entitles an individual to versus what they may have today and plan a positive transition.
   4. Make sure that you obtain HR support!

• Establish a Digital Community of Practise – an online community designed to support the initial and enduring change made up of early adopters, advocates, ambassadors and technologists.

1. 1. Promote self-help and colleague guidance wherever there is a willingness to do so.
   2. Establish here to help, drop in days, lunch and learns, your say sessions and Tech events both online and face to face.
   3. Leverage existing partners to help secure better than high street deals and prices for personal tech, services and subscriptions.
   4. Heavily predicate this on process simplification, self-help and e-learning.

Key Metrics (KPIs)

There are more than a few dozen different metrics that one can use to track the success of this kind of strategy. A sample of a few of these are as follows;

1. Corporate Computing Device to user Ratio – Target of below 1.1 (OS & Apps Cost Reduced.)
2. User / Desk Ratio – Target between 1.4 to 1.7 (Real Estate Cost Reduced.)
3. Travel & Entertainment – Target reduction of 10%-30%.
4. Premium Software Items deployed – reduction of over 30% (significant app cost reduction.)
5. Increase in personal devices in use – target a 25% increase (this increases resilience and reduces the reliance of corporate tech where over time further opportunities can be recognised.)

In conclusion.

I have seen some really innovative end user strategies during my career, sometimes these are just part of regular refresh activity, in other occasions in direct response to a disruptive trend taking advantage of new technologies. These strategies often have significant investment in both the definition of the strategic approach and the technology itself, which is fantastic. A key consideration that I always look for is that it is not just about it being a technology led strategy, it’s about defining and deploying an environment that is as fit for purpose for the end user as it can be, taking them and their role in to consideration, putting them at the heart of the strategy driving high adoption rates and at a cost effective price point.

I truly hope that you get some value from this blog. It would mean so much to me and the Astute IT team that if you have then please share it.

We would also love to receive your feedback and comments or if you want us to elaborate on any points please go to www.astuteit.com/contact/.

Good luck with your next end user computing strategy.