This summer it has been virtually impossible to ignore the release of Microsoft Business Productivity Online Suite being delivered by service providers such as Atos Origin and CSC. And this is only one factor in the drive towards the provision of desktop as-a-service. As an example, consider the role of desktop and helpdesk services in supporting new workplace policies for home-working, flexible working and mobile working. Many organisations currently need to re-invest in their “desktop” IT to support new ways of working but are struggling to find the cash to invest in their own upgrade programme.
Outsourcing may well be an option to consider where this is the case. For example, outsourcers can currently take advantage of cost reductions from increasing remote management of device estates, implementing self-help portals and using lower-cost, off-site support staffing and helpdesks. Migration to this type of workplace service can reduce total costs by 20% to 30%, an annual saving that can be realised in years 1 and 2 of a contract.
For those organisations that have noticed the creeping presence of Skype, WebEx and SharePoint in their workplace services portfolio, the idea of using such applications in a SaaS manner is commonplace. However, the challenge for enterprises is integrating those collaborative tools with existing on-premise workplace services and delivering them from a robust, secure infrastructure with managed SLAs. Many vendors complain that they have developed such services only to be confronted by buyers that want “something delivered as a service but tailored for my organisation”, “an off-the-shelf utility that is proven in my environment”, “pay-per-use but running to a TCO model using standard user roles”.
The best-placed vendors will be those that have developed a flexible, modular offering portfolio that can be tailored to suit the requirements of different end-user communities within buy-side organizations. Beyond the small business market, desktop as-a-service contracts do not have to be based on a “one size fits all” framework driven by a standard PerUserPerMonth (PUPM) pricing model. Some vendors, such as CSC, also offer a fixed price service trial for three months with a designated set of users so that you can see what the benefits and challenges are likely to be for your organisation.
Some issues to consider before speaking with a supplier so that the conversation does not end up in a stalemate might be:
- Application virtualisation: the benefits will include easing support and deployment of applications, centralising licence and version management, enabling applications to run on a multitude of operating systems and resolving older desktop compatibility issues. But businesses should evaluate how the virtualisation of applications and the supporting services provided by different suppliers may need to be combined together to suit their future state environment. There is an up-front investment required to ensure the client application estate can support a virtualized model and this must be costed to understand the offset against operational savings.
- Zero Touch desktop management: as more business desktops or laptops are deployed with the ability to remotely access the computer even when powered off; to access hardware asset information and BIOS settings; to execute remote power-up for out-of-hours patching; and to redirect the boot device to a clean image and take a PC through a troubleshooting session without user intervention. The benefits are clear but the change reduces requirements for helpdesk services and the pricing structure of traditional desktop service contracts which have a per transaction component (an additional pricing metric based on number of helpdesk calls/IMAC call-outs).
- Use a supplier that can also provide a range of other services to support the workplace including subscription services for file storage, secure management services for patching, antivirus/antispam protection, intrusion prevention and so forth.
- The Green factor: The pressure to optimise energy usage and reduce cost and consumption will be ongoing in the future. Many organisations already have policies to turn off idle disks and screens and machines to shut down overnight. In the case of laptops, it is fair to say the emphasis has been on maximising battery charge rather than minimising carbon footprint. Nevertheless, the future is likely to see a variety of software and sophisticated options to monitor and reduce energy consumption even to the extent of throttling down processor cycles. Green IT audits and advice should become a standard component of offerings as increasing numbers of buy-side organizations wish to market themselves as ethically responsible and environmentally aware. The Green agenda may also help end user communities within your organisation commit to the changed desktop policy.
Of course, the far smaller Lotus user community is not being left out: for those that have invested in a Lotus workplace environment IBM is rolling out its LotusLive portfolio. But whether you are in charge of a Microsoft, or Lotus, workplace when you are evaluating these types of generic, horizontal hosted offerings, it is also worth sending out RFIs to see what industry-specific solutions are available in your sector: for example CSC is developing an interesting Sharepoint-based offering in healthcare, while some of the business process platforms coming to market this year incorporate workplace service functionality into the business process platform.
Dr. Katy Ring is a Principal analyst with the Bathwick Group, developing Bathwick’s new Global IT Services research programme.
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