atos digital workplace - technologické fórum · atos is already active… our customers are...
TRANSCRIPT
Atos Digital Workplace
What is Digital Workplace?
The way people work has changed
The ways services are delivered is changing
Different Ecosystems
Work is no longer a location
Different Form Factors
Evolving Security Threats
Manage Apps and Data… Not Devices
The Rise of the Cloud
Traditional Workplace:Heavy engineering
Slow updates
Expensive
Inflexible
Complex
Phone support
Disliked
Agile fast moving
Cloud based
Mobile
Simplified
Anyway access
Personalized
Omnichannel
Cost effective
Digital Workplace:
A Bimodal Workplace Strategy is Mandatory…Incremental innovation/improvement isn’t enough
Solution from Atos
7
The Atos Digital Workplace Blueprint 6 hubs deliver digital workplace functionality
Support Hub (Help & Interaction Center)
Chat | Phone | Email | Social | Virtual | Remote | Tech bar
PasswordSelf-Help Shop
My Status Questions | Tasks | Orders | Reports
Portal / Mobile
NewsMy
Persona
Application Hub
Enterprise App Store
LaunchPad
Application Management
Hosted Applications
Access and Identity Hub
Access and Identity Service
Active Directory Integration
Multi-Factor Authentication
Device Hub
Provisioning and Enrollment
Device Management
Device Policies and Protection
Productivity & UC&C
Enterprise Social Network
Collaboration
Productivity Tools
Unified Communications
Content Hub
End User Files
Data Protection
Managed Print
Virtual Assistants and smart machines will transform how end users are supported in the Digital Workplace
Virtual Contact ChannelAVA - the Atos Virtual Assistance powered by
• Fully conversational Virtual Assistant
• Intelligence support for interactions without needing human assistance
• Intuitive and easy-to-understand answers based on natural language processing
• Responses based on the intent of the user & context of discussion
• Relevant answers every time
• AVA doesn’t sleep – 24 x 7 availability
• Knowledge always improving based on machine learning underpinned by the Atos Knowledge Engineering Center
• Integrated with automation and robotics
• Several input channels and integration capabilities available
Highlights
• Self-service automation improves process, quality and end-user productivity
• Less human interactions• Significant reduction in manual effort• Consistent service quality leads to higher
CSAT• 24x7 support of end user via web and
mobile devices• Best fitting answers each time with
effective Knowledge Management re-using previous interactions
Benefits
9
Digital Workplace and Atos
Timeline
Our Target: A Modern Workstyle ▶ Office 365 based services
▶ Internet based Unified Management
▶ Conditional access / multifactor authentication
▶ Any device (BYOD, CYOD, COPE ready)
▶ Apps are HTML / Mobile
6 key elements to transformation:
Modern
Hybrid
Standard WorkplaceStandard Workplace
Standard Workplace
HybridModern
Standard Workplace
Hybrid
Virtual Desktop
Virtual DesktopDesktop & Apps as a Service
Desktop & Apps as a service
Desktop & App’s as a service
Starting point today
Target Environment:▶ Personal Workplace
Realistically:▶ All Workplace types
Special cases:▶ Functional Workplaces▶ App compatibility▶ 3D VDI▶ IoT devices/wearables
1. Application readiness
2. Continuous lifecycle processes
3. Management of Change (People)
4. New way of working rollout
5. Co-existence between workplaces
6. Workplace security (re)definition
Focus on transformation to digital workstyles From a Traditional to a Digital Workplace
Atos is already active…Our customers are already on digital workplace journeys as
Supporting over 300,000 Office 365 users today,
including individual customers with 100,000 users
Manage in excess of 500,000 devices and
embracing a mobile first approach, including
OneSource & OneContactmobile apps
Global Experience in
Office 365
Digital Workplace Projects
Windows 10 Experience
Rolling out Windows 10 extensively across clients, incorporating new device
types & agile methodologies.
Engaged in Digital Workplace projects &
multiple PoC’s for clientsand/or strategy
definition activities
Mobility Management
Productivity, UC & Collaboration tools
Help & Interaction Center Service – Transforming User Support – Automation, analytics, & orchestration
Digital Workplace built on standards componentsCombining strategic partners & innovation to deliver benefits in a digital landscape
Digital Workplace Management
Combining strategic Digital Workplace partners with a growing number of integrated SaaS solutions.
Core component for Help & Interaction Center & standard ITSM functionality
Globally interconnected contact centresEnabler for Omni-channel
Digital Journey Analytics solution, providing end to end visibility of servicesFocus on ITSM and B2C/BPO use cases
Office 365, Azure AD, Enterprise mobility, rights managementWindows 10Automation
Digital workplaceWirefreemeeting rooms Manageability (vPro)Security
Enterprise mobility & Digital workplace Hybrid virtual desktop and apps
Any platform
Why select Atos as your Digital Workplace Partner?
End to End Capability
Integration experience
User support expertise
• End to End - from consulting to delivery• Global Competencies to deliver digital workplaces globally• Ready for PoCs and prototypes
• Manage co-existence & Integration with legacy is complex• We can manage and optimize your traditional workplace• We can accelerate the transformation digital working
• Omni-channel mobile, social, tech bars• Cloud providers only provide a platform• Reduce the cost of your workplace
Benefits realized
• Expertise in management of change• Business process digitalization• Drive productivity through innovative new ways of working.
IndustryA Large German Bank FinancialServices
Scope
Workplace Services incl. Office 365 and Windows 10 migration
ITO, including Workplace, Service Desk & Onsite services 135,000 devices
Service Desk and Workplaceservices, including On-Site Services, remote infra management
300,000 accreditations, 23,000 media, 10,500 athletes, realtimeresults to 8bn devices. 400 Security events per second, 0 impact.
RelationshipNew relationship – take onas is and transform, with innovation embedded
Take on as is & transform. New relationship, innovation embedded in contract
Take on as is & run with multiple transformations, now including Office 365 migration
Long term since 1996, extended to 2024
Volumes 40,000 users 73,000 users 60,000 users
Geographies U.K. LATAM, Europe, 2000 locations Worldwide, 5 countries
Industry
Scope
Full ITO, including Workplace Services & On-site Services.
Service Desk & On-Site Services RTS supports more than 330 hardware and software technologies within more than 20,000 retail locations.
Office 365 enablement and migration, environment readiness, Exchange on prem O365
RelationshipTransform & run, recently including Office 365, win 10
Run including future transformation Long term relationship worldwide Transformed to Office 365 and digital workplace services
Volumes 250,000 users 140,000 users 20,000 retail locations 135,000 users
Geographies Worldwide, 150 countries Worldwide, 25 languages Worldwide Worldwide
Workplace Services – delivering globally Our selected references
Atos, the Atos logo, Atos Codex, Atos Consulting, Atos Worldgrid, Worldline, BlueKiwi, Bull, Canopy the Open Cloud Company, Unify, Yunano, Zero Email, Zero Email Certified and The Zero Email Company are registered trademarks of the Atos group. June 2016. © 2016 Atos. Confidential information owned by Atos, to be used by the recipient only. This document, or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos.
Thank you
Atos, the Atos logo, Atos Codex, Atos Consulting, Atos Worldgrid, Worldline, BlueKiwi, Bull, Canopy the Open Cloud Company, Unify, Yunano, Zero Email, Zero Email Certified and The Zero Email Company are registered trademarks of the Atos group. June 2016. © 2016 Atos. Confidential information owned by Atos, to be used by the recipient only. This document, or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos.
Zalozni Slide
18
The benefits of a Digital WorkplaceNext phase of cost reduction but
ValueEfficiency
• Simplified management – no images, less complexity
• Reduce infrastructure & license cost – focus on cloud services
• Reduce WAN cost open internet access.
• Reduce incidents & support cost – self help, web chat, social
• Lower breakfix / onsite cost – switch to tech bars
• Lower device investment - Enable BYOD
• Simple fast enrolment of new devices
• Faster more responsive workplace, on any device
• Enhanced communication & collaboration
• Instant secure sharing of information inside and outside of your business.
• Simplified help and support, getting you back to work faster
• Great user experiences, ideal for attracting/retaining the best talent.
Our approach is based on Clients Innovation Labs
To an innovative, practical, value generating solutionFrom a complex challenge
100 Minds & Design Workshop Rapid Prototyping
• Interview sponsor• Design challenge brief• Plan and execute
research• Interview users• Interview experts• Secondary research
compilation
• Submit brief• Generate crowd
sourcing ideas• Compile ideas• Prepare demos
• Set focus• Understand
underlying needs• Identify ideation
questions• Get inspired (demos)• Generate ideas and
concepts• Select best concept
and storyboard
• Design and technology choices
• Solution architecture
• Backlog generation
• Tools and platforms setup
• Agile delivery• One week Scrum
sprints • Adjust backlog with
feedback
• Feedback on prototype design
• Feedback on tested assumptions
2-6 weeks
• Agree test plan and KPIs
• Refine business model
• Plan next phase
1-2 weeks 1 week 2-3 days workshop
Qu
alifi
cati
on
MV
P
Preparation
Frame & Research
Crowdsource ideas
Understand challenge / Generate concept
Prepare Implement ReviewPlan prototype
1 2 3
Concept(s) created and
storyboarded
Prototype implemented and
tested
And the Digital Workplace is not a fixed solution…
The single most impactful element of the workplace is often the core business applications and if they
efficiently support the work at hand
Application Remediation / Replacement / Abstraction & Robotics can be explored
The modern employee expects social
integration both inside and outside of the
enterprise
Many organisations have ineffective JML processes that prevent users from
being productive for weeks and leave a
terrible first impression
Particularly for specialist workers, there may be justification to considering how IOT and enviornmental integration could drive benefit
Improving the support experience and driving more self-service enables the user to quickly return to productive work in times of need
ENTERPRISE INFORMATION ACCESSIBILITY
MOBILITY
COLLABORATION
COMMUNICATION
SOCIAL INTEGRATION
JoinersMoversLeavers
WORKPLACE INTEGRATION
SUPPORT
DIGITAL BUSINESSAPPLICATIONS
MODERN TECHNOLOGY
Having a modern integrated toolset can
help to unlock the value of information around
the enterprise
20
A digital workplace enables step changein personal and business performance
21
In a digital world employees
expect to be connected at all
times regardless of whether
they are in the office, onsite, at
home or whilst travelling.
In the age of digital ubiquity, a
transformed workplace
experience needs to be
personal and protected, but at
the same time compliant and
auditable to defend against
accidental or malicious use.
Today employees expect
workplace solutions that
support and empower them,
delivering business insight and
automating tasks where
possible to free up valuable
time.
Accessing several different
systems to get simple tasks
completed is no longer
acceptable. People want a
workplace experience that is
simple and intuitive to use, and
that mirrors the consumer
grade experience they have
become use to.
EngagingConnected Efficient Secure
Traditional : Legacy workplace. THIS IS NOT DIGITAL!
Digital : Modern, full or hybrid workplaceTHIS IS DIGITAL
Traditional Modern/Full Digital Hybrid Digital Virtual (workplace as a service)
User support
Service desk• Contact by phone, limited
transformation, automation or tooling, with no self-help
• Volume based out-tasking contracts.
Onsite services• Limited innovation, simply despatch,
breakfix & logistics
Help & Interaction Center• Omnichannel services• High levels of self help & automation & analytics• Mobile services• Embedded Cognitive Virtual AssistantOnsite services• Base services, but also proactive monitoring, Tech bars and Vending machine solutions
Managed WorkplacePlatform
Traditional services• Heavy engineering• Highly configured• 1 size fits all• Entirely PC based• Locked down workplace• Basic application packaging and
distribution• Managed virtual desktop on customer
platform
Modern Workplace Management• Cloud based, workplace as a
Service offering model• Modern management – internet
centric with device choice, including BYOD and mobility support
• Persona based services• Service levels based on user
experience• Appstores, conditional access
Optimized classic workplace• Standard Management• Standard image, AD joined
devices• Some persona based
services.• Corporate owned devices
(mobiles could be BYOD still)• Access to traditional apps,
possibly by VPN.
Unified Virtual workplace• Desktop as a a service - Flexible
app delivery options• Based on cloud infrastructure,
either DPC based private cloud or public hosted desktops.
• Flexible consumption based service
• Focus on app delivery as much as desktop delivery.
UC&C
Traditional communications solutions• Mostly dedicate & on premise
solutions for email, SharePoint, voice.
• Limited to PC and fixed phones• Fragmented technologies• File services
Cloud based, integrated UC&C experience• Hybrid or Cloud based collaboration with office 365, Unify UCaaS & Circuit or similar.• Social capability included• Availability on any device• Enterprise file sync and share
Traditional v’s Digital Workplace Characteristics3 main digital workstyles
I have a single Username and Password for all my services
My mobile phone can be used to provide multi-factor authentication
I can reset my password myself if I forget it
I just need an internet connection to work
End User ExperienceAccess and Identity Hub
This section covers release v1.0 of the Access and Identity Hub for Digital Workplace.
I can use the latest version of the Microsoft Office apps on my devices or online
I can use Social Networking to improve my productivity and reduce email
I can collaborate effectively with my team / colleagues and easily share data and documents
I can communicate via Email, Instant Message, Voice or Video conference with my team/colleagues
End User ExperienceProductivity Hub
This section covers release v1.0 of the Productivity Hub for Digital Workplace.
I can access and sync all my files on all my enrolled devices from anywhere
I can choose to share selected files and folders with colleagues and partners
I know I am protected from accidental data loss via saving, exporting or pasting corporate data to an unmanaged location or application on my device
End User ExperienceData Hub
This section covers release v1.0 of the End User Data Hub for Digital Workplace.
I can visit a single web based portal to request new applications
My employer can advertise a range of device native, internal internet enabled and SaaS applications to me to enable me to be more productive
I can access legacy Line Of Business applications via Remote Application Hosting solutions
I can request new apps and automatically (re)install them on any of my enrolled devices
End User ExperienceApplication Hub
This section covers release v1.0 of the Application Hub for Digital Workplace.
I can quickly and simply enroll devices into Digital Workplace using my corporate credentials
I can work on any of my enrolled devices
I can work securely on my own or my company supplied device
End User ExperienceDevice Hub
This section covers release v1.0 of the Device Hub for Digital Workplace.
I can get help and advice via Phone, Chat and Email from any of my enrolled devices.
I can order things easily via an easy to use online shop
I can access self-help videos, guides and self-repair functions to help me resolve a query or issue quickly
I can take my corporate owned devices to a Tech Bar to get issues solved at my employers larger locations
End User ExperienceHelp and Support Hub
This section covers all live interactions where a support agent is interacting with the end user in real-time and online. The listed services are accessible from a single portal/web application/mobile application or traditional channels like Phone and Email.
Based on the “Shift-Left” approach this is the preferred way for all interactions with the end-users after the Online channels