How to Troubleshoot Apps for the Modern Connected Worker
Glen Koskela, Future of workplace computing, 23.10.2012
1. Future of Workplace Computing
Glen Koskela Tehnoloogia areng ja tuleviku töökoht
CTO Nordic Eesti Kaubandus-Tööstuskojas
October 23rd, 2012, Tallinn
Glen Koskela, CTO Nordic 0 Copyright 2012 FUJITSU
2. The World is Changing. Fast.
What if our most basic assumptions no longer hold
true? Irresistible forces – mobile, cloud, social, and
analytics – are bringing a change.
This is profound,
rule-breaking change.
Glen Koskela, CTO Nordic 1 Copyright 2012 FUJITSU
3. New Permanent Dimensions
New work style
experiences
Shadow IT
Social payoff
Information over
process
Good is enough
Cloud IT
Service defines
supply
Glen Koskela, CTO Nordic 2 Copyright 2012 FUJITSU
4. PC Experience Is Broken
Many devices Synchronization
Social Collaboration
Apps stores Self-service
Mix of services Multiple contexts
Glen Koskela, CTO Nordic 3 Copyright 2012 FUJITSU
5. Users Today ≠ Users Tomorrow
”I should not waste company time” ”Company should not waste my time”
(We invented human resources) (Try calling me a resource...)
Predestined hierarchy. Role description. Networking in real-time. Always personal.
Glen Koskela, CTO Nordic 4 Copyright 2012 FUJITSU
6. What Your Users Try To Solve?
Up to 80% of IT enablement opportunities relate to…
knowledge
collaboration
customer front
market intelligence
Glen Koskela, CTO Nordic 5 Copyright 2012 FUJITSU
7. Information Over Process (Change Driver)
Routine, predictable
and repeatable
processes;
hierarchy, reporting Disrupting
lines, responsibility
and accountability traditional business
= old school.
processes.
Glen Koskela, CTO Nordic 6 Copyright 2012 FUJITSU
8. Increasingly Loose Ties (Change Driver)
Born analogue, Born digital,
taught digital taught social
Grooming Relationships Speaking Networks
Willingness and
6 degrees of
desire to be
separation Strong ties Weak ties hyperconnected
Glen Koskela, CTO Nordic 7 Copyright 2012 FUJITSU
9. “Outsider” Applications (Change Driver)
Expense reporting and free printing most valuable IT services?
Where could we improve process?
Can we reduce development cost by 10%?
How to drive down cost of sales by 5%?
Or sales cycle by 1 day?
Glen Koskela, CTO Nordic 8 Copyright 2012 FUJITSU
10. Battleground Shifts To Connected Services
Consumerization of The ITization of the
enterprise IT consumer
Huge implications for IT service delivery
Glen Koskela, CTO Nordic 9 Copyright 2012 FUJITSU
11. What About The End-Users And Cloud?
IaaS PaaS SaaS
http://www.flickr.com/photos/pagedooley/3202879297/
Glen Koskela, CTO Nordic 10 Copyright 2012 FUJITSU
12. Enterprise Voyerism
Personal cloud
Enterprise apps store?
Process
Process centric BPaaS
Application
Application centric SaaS
Development centric
Toolset PaaS
Resource centric
Resource IaaS
Glen Koskela, CTO Nordic 11 Copyright 2012 FUJITSU
13. Expectations of What Technology Can
Devices
Networks
Use-case
Applications cross-over for
Communication
Collaboration work purposes.
Glen Koskela, CTO Nordic 12 Copyright 2012 FUJITSU
14. Desire To Get Meaningful Work Done
Over the last 3 years
user IT added more …
to productivity than corporate IT.
From end-user point of view, consumerization has less to do
with IT and more to do with changes in the way people work.
Glen Koskela, CTO Nordic 13 Copyright 2012 FUJITSU
15. A New Time Zone, A New ”Normal”
*) Annual time over +35 working days
Controlled by users: Value from
Non-linear, user-driven workflows diversity
Collaboration, Data analysis, Customer interface
Influential
Productivity. Adaptive. Contextual. Social. Control. Cost.
Devolved to Consolidated with Externally sourced Continued to be
business units
(PLM)
other central functions
(HR)
(CRM) provided by IT
(voice, comms, integration)
Authoritarian
Controlled by IT: Value from
Process driven, linear workflows e2e design
Glen Koskela, CTO Nordic 14 Copyright 2012 FUJITSU
16. “Stress test”
Capability overlap in consumer and business
markets for end-user technologies
How much
user IT can
you cope
with?
Glen Koskela, CTO Nordic 15 Copyright 2012 FUJITSU
17. Transforming Our Understanding Of IT
Bring your own device
Seeing End-user IT needs
something to augment,
in a new way not manage
knowledge
Understanding work
from different
perspective
Bring out your data
http://www.flickr.com/photos/harshlight/3235469361
Glen Koskela, CTO Nordic 16 Copyright 2012 FUJITSU
18. The Reals Gains
The ability to
have a dialogue –
a conversation, Doing things
people can
connect, not previously
exchange
information.
possible.
Glen Koskela, CTO Nordic 17 Copyright 2012 FUJITSU
19. Not Just A Migration From Local To Online
Client-server Enterprise portal
architecture architecture (2012-)
(2003-) Shared remote Document platform
Well-managed PCs desktop Active web parts
with Windows architecture (2008-) Customized portlets
Native applications Thin-client terminals
A mix of productivity connected to server
and collaboration based computing
tools Application and profile Social enterprise architecture (2015-)
virtualization Social office, enterprise personal cloud
VDI Universal document library
Tablet Enterprise apps catalogue
access
Workflow build tools
Glen Koskela, CTO Nordic 18 Copyright 2012 FUJITSU
20. Context, Not Technology, Defines You
Workspaces for
individuals, projects, Apps
teams, expert networks store
Workflow
build tools
Hosted shared Enterprise
Personal
apps & desktops Public cloud personal cloud
cloud
App storage Universal
Social office
repositories Virtual profiles library
platform
Active Multi-tier
Virtual desktops App Reverse Synch. local content search
virt. apps VM cache
publishing
Locked & well
managed PCs
2010 2012 2014 2016
Glen Koskela, CTO Nordic 19 Copyright 2012 FUJITSU
21. So What Technology Trends Do We See?
Accessible to all Commoditised
On-demand Stateless
Glen Koskela, CTO Nordic 20 Copyright 2012 FUJITSU
22. Increasing the Frequency & Intensity of Ties
User focused
Always on
Any device
Connected
Application publishing Real-time
Smart device access Self-service
BYOD/Not-only-PC Profile mgmt
Glen Koskela, CTO Nordic 21 Copyright 2012 FUJITSU
23. Making Apps And Data “Follow” Employees
Thinking and acting differently to create value for our clients
Glen Koskela, CTO Nordic 22 Copyright 2012 FUJITSU
24. Creating A Better Experience For People
We are the last generation
to know how IT works. (Bruce Scheier)
Glen Koskela, CTO Nordic 23 Copyright 2012 FUJITSU
Visiooniseminar: Tehnoloogiaarengjatulevikutöökoht (Teknologian kehitys ja tulevaisuuden työpaikka)Viron kauppa-ja teollisuuskamari45 min, 11.15-12.00Trends like social collaboration, mobile devices, cloud applications, and public data stores shift the nature of end user computing irrevocably. Consumerization entails a use-case cross-over for work purposes; people don’t want artificial barriers to stop them from adding value. Objective is to shorten cycles and lead from front, to get things done.
Value Is UX Rather Than Any One DeviceScatteredcontent, contacts, media, email, services, identities, OSs, data, messages,…The personal cloud is the equivalent of what we might once have called personal productivity – the consumption of office applications, file storage and collaboration tools in a cloud-like manner (-David Gentle)Personal clouds become really important when you work with multiple devices. The experience of interacting and sharing between devices has real value. The value is the user experience, rather than any one device-specific solution.It becomes more beneficial to you that your software and personal information are virtualized and accessibleDevices are as varied as they are disposable.
Increasingly loose ties.Dunbar's number: useful limit on number of social connections = 150 Real value from weak ties. Connect when interests and attention coincideDefining boundaries (people, process, technology) is a challenge
Gartner: The personal cloud is the next wave of transformation in the end user computing experience and will shift the battleground from devices and platforms to connected services and applications. The personal cloud has no clear, all encompassing dominant player today.Consumerization of IT has less to do with the worker and more to do with changes in the way that people work.Butwetoldthemnot to!The execsaresetting a badexample!Stop contaminating my network!Can I at leastcharge a fee?!Whatwillhappen to IT? Ithas to makesense to the businessHow much would 5 minutes of a business user time cost the company?“Bypass Your Overhead Of Device-ownership”Federated identity? Security envelopes? Workstation-Workplace-Workspace? “Best Yield On any Device”Tablets, Smartphones, Storage?Collaboration? Multi-device abstraction?Federated identity management (think single centralized sign-on across on-premise enterprise apps, corporate SaaS portals and personal cloud services)Effective end-point device abstraction (think floating virtualized "webtop / desktop" in the cloud)Overlay of various security envelopes (think remote kill switches and encrypted partitioned logical file partitions which secure corporate data on personal devices) Ultrabook €1500 + Smartphone €500 + Tablet €500 = 3X HW costs per user = BYOInternalapps + virtualizedapps + cloudapps + appsstores = good-enoughEmails + filestorage + USB-sticks + cloudstorage = goodluck
Private,public, hybridcloud… personalcloud.Withoutenterprtiseappsstore, personalcloudsleads to enterprisevoyerism!The personal cloud isn't a single offering, rather it is a series of functions and services thatoverlap between the consumer and business.The personal cloud is made up of three elements: consumer, business and government that offer both distinct as well as overlapping features available to the user. Many will overlap and offer similar features such as storage, synchronization and streaming.The center of users’ digital lives in relation to consuming and creating content.In the user’s world, there is effectively no difference between cloud, Web and Internet. To the user, it's all the same.UsersarealreadybuildingtheirownpersonalcloudsLeightweightemailPersonal productivityappsSocial ”something”Storage capacityTheywant to receiveenterpriseappsstoreapps into theircloudAccess to enterpriseappsdesktop virtualizationapplicationvirtualizationsession virtualizationMorethan a remote access with a “cloud” moniker!
US electronics retailer Best Buy claims that average productivity increased 35% through flexible work programs. Dow Chemicals puts the productivity gain at around 33%. Telecoms company BT says its flexible workers are 20% more productive than their office-based colleagues. Within American Express’s customer sales and service teams, teleworkers handle 26% more calls and produce 43% more business than their office-based counterparts.OutcomesenabledbytechnologyValue fromdiversityvse2e design”Content is king. Sharingcontent is a royal pain.” Mark Templeton, CEO CitrixNeed to capture, integrate & interpret informationEmbraceschange, fosters new ideas – influentialCollaboration, Data analysis, Customer interfaceConsumption of activitiesManageschange, knows the answers – authoritarianDevolved to business units (PLM), Consolidated with other central functions (HR), Externally sourced (CRM), Continued to be provided by IT (voice, comms, integration)CA: mobile economictimeis significant for the user and presents a growing opportunity for businesses to tap into this new time zone by offering a first class online customer experience via a mobile device application or browser. Annual MET expressed as working days (as per OECD Average working hours): (279.77/7.38) = 37.91
Users are selective catalysts, not controllers, of technology evolution.Uncertainty of the value/cost equationStruggle to articulate exactly where it delivers advantage
Increasing the frequency and intensity of ties.Virtualworkspace:application publishingsmartdeviceaccessBYOD/Not-only-PCprofile managementself-servicereal-timeNew dilemmas:keepingprivategoingofflinePhoto by Glen Koskela
Future of “workplaces” is about experience – creating a better experience for people through technology and giving people the choice to use these technologiesFocus on the user, not the device– everything else is about managing standard elements.