The Death of Laptops: The Promise & Challenge of the
New Mobile Based Platform
What it is all about
• With tablet sales expected to double by 2016, organizations must come to grips with employee demands to bring their own devices into the workplace
• Even though allowing employees to bring their own devices would reduce mobile costs and boost employee satisfaction, IT is still faced with– the challenging task of supporting countless devices– securing corporate data– leverage mobile devices to improve service delivery and
demonstrate IT’s business value.
Baby Boomers and before 1967
1950: Ferranti Mark 11952: Mainframes1959: ATM (US) balances only1960: IBM 14011964: System/360The i960s are the IBM era
No recognizable Help Desks Data control were contact point Data prep was the big activity Lost/wrong prints were the
issue of the day
Timeline Effect
Generation X 1965 > 1977
1965: BASIC1968: CICS + ATM (UK)1969: Magnetic strip cards + moon landing1970: Rational databases1971: Speech recognition + floppy disk1972: Atari1973: Ethernet/LAN1974: SNA1975: IBM 5100 pc + Microsoft1976: Laser printer + space shuttle1976: Apple
Timeline Effect
Help Desk still embryonic Networking now having an effect Remote PCs creating user issues Technicians providing support At a cost! Computer Operators providing more support
Generation Y 1978 > 1996
1981: Osborne (laptop)
1982: Excel
1983: 1G Cell Phones + Lotus 123
1983: ITIL (?)1985: AOL
1987: PS/2
1988: NeXT + OOPs
1989: Netware 3 + Microsoft Office + HDI
1990: Archie + WWW
1991: Linux + 2G Cell Phones + Internet
1992: Windows
1993: Mosaic
1994: Spam + Cloud + smartphone (devices)
1995: Convergence + Amazon + Internet + eBay
1996: The Dotcoms + COBIT
On the road for the first time Programmable workstations Search engines Remote programming External communications Remote networks IT as a business Faster program delivery True world wide interconnectivity Front end services Start of the Help Desk Corporate penetration Searching is now possible Browsing is now possible HD recognized as essential Certification & standards
Timeline Effect
0 Generation 1997 > 2010
How do you…….? Help Desk is now Service Desk Sophisticated tools for SD Failures have bigger impact Governance now dominates Managers and buy their own
solutions Everyone is technology literate Services are increasingly
sophisticated Certification is now the norm More portable technologies Technology now the norm for
communication Technology the norm in schools BYOD & Social Media 7.8 billion potential callers!!!
• 1997: Distributed Computing + Palm pilot + smartphone (name coined) + Outlook
• 1998: XML• 1999: Wireless + Y2K + Blackberry• 2000: Millennial Change + paypal• 2001: Blogs + 3G Cell Phones• 2002: Sarbanes-Oxley + Plaxo• 2003: Virtualization + Linkedin + Skype• 2004: ERP Facebook• 2005: Multicore Processors + youtube +
ebay• 2006: Twitter• 2007: The iPhone• 2010: iPad• 2012: 4G
Timeline Effect
Deregulation
• In 1998 the deregulation of the electricity industry in England and Wales was finally implemented over a period of about 10 years.
• Before the deregulation of electricity was implemented it was only possible to obtain power from designated regional electricity supplier
• Whereas now we can choose any electricity supplier and what’s more because of deregulation in other industries many people in England and Wales now pay one monthly bill
• Deregulation has had a tremendous impact in Wales and England but are there any parallels to the changing world of IT?
IT Deregulation
• Well if we look at; the cloud, out-sourcing, smart phone apps, i-pads and automation of front end technologies they are now available directly to business managers without any IT involvement.
• Deregulation by default!• Maybe we should change our approach to become IT Suppliers and
work directly with our consumers• One thing is certain IT will have to change its modus operandi and
to help facilitate that change • IT must ask questions such as ‘what we can learn from the power
industry deregulation?’
Sales (VAT) exclusiveUp to sale 12th
July 201326 weeks to 27th
July 2013
Retail 0 -0.9
Directory 9.99 8.3
Total Next brand 3.7 2.3
Of which sales from new space 1.8 1.8
Company IT!
• Strict standards• No mercy fraud approach• Central purchasing• Company IT approach• Resource management
Critical tools
• Incident• Problem• Change• Security• Service levels/catalog/portfolio• Release• Asset/configuration• Capacity/availability
Customer must come to the plate
• If they want BYOD they must take some responsibility:– Security– Training– Purchasing– Planning and change– Capacity and availability– Product selection– Understand plugability– Non-IT apps and components e.g. peripherals
• You cannot dump all responsibility onto ITSM!!!!!