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Jay Graham VP, Managed Services Technisource, Inc January 20, 2011

Impacts on the Service Desk of Implementing VDI. Jay Graham VP, Managed Services Technisource, Inc January 20, 2011. 1. Goals of today’s presentation. How will the VDI help or change how the Service Desk supports the customer?

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Jay Graham VP, Managed Services Technisource, Inc January 20, 2011

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  1. Impacts on the Service Desk of Implementing VDI Jay Graham VP, Managed Services Technisource, Inc January 20, 2011 1
  2. Goals of today’s presentation How will the VDI help or change how the Service Desk supports the customer? What should the Service Desk expect? Will it be easier or harder? How should Service Desk and IT managers prepare for a VDI initiative?
  3. Why Virtual Desktop Infrastructure (VDI)?
  4. End user access limited to office(little flexibility/mobility) Staff “chained to desk”, limits ability to respond quickly Must be at the office computer to work
  5. The typical IT environment is complex, inflexible, and costly to support Hardware Operating Systems Applications Databases Nothing ever really goes away New technologies are simply added on top of old technologies Additional layers of complexity “Our data center is an archaeological dig”
  6. Why VDI? Worker and business flexibility Ease of Enterprise systems management and support Improved security Ease of application migrations Going green Changing workforce trends Compelling cost savings
  7. VDI can create enormous business agility and touches everyone in the organization
  8. What would it mean to your users to be able to access their business applications and data from anywhere? Work Home Airport Hotel
  9. From any device? PC Laptop Mobile device Netbook
  10. Vastly improves productivity through simple, intuitive remote access via a browser -bad weather -personal issues -telecommuting -flu outbreak -building shutdown
  11. Enterprise security and data protection is greatly improved Security improved, no local C: drives and all data backed up in data center Control of infrastructure through governance process NO VIRUSES!
  12. “Green” Supports“GREEN” infrastructure Reduced power needs BYOC Reduced infrastructure footprint Fewer facilities
  13. Workforce trends are changing and workers are demanding flexibility The next generation is here, they’re: IT Savvy Want flexibility Have their own preferred device Want to be green Are always connected
  14. The cost savings can be very compelling Total IT Spend Example 28% Cost Reduction
  15. How will this impact the Service Desk? How will things change? Will it get harder to serve my customer? Will it get easier?
  16. YES!
  17. While service delivery will experience some change, agent training and knowledgebase quality will still be drivers for FCR Higher percentage of issues resolved by Service Desk Fewer visits by Deskside Support personnel Increased teamwork with Applications, database, and infrastructure teams Reduced complexity of the environment will drive down call volumes www.plan-net.co.uk/download.php?file=TXpBPQ
  18. Implementing VDI reduces many common types of calls Password reset for internal applications (if using SSO) Hardware conflicts on end-user devices Software conflicts on end-user devices Virus issues Additionally, it reduces or eliminates the “We don’t support that” discussion
  19. How to get ahead of a VDI implementation Service Desk managers should get involved in support planning activities early on Advocate for a pilot and get engaged on supporting it Talk to your Service Desk providers – are contracts flexible? Network and talk to peers that have implemented VDI in their company
  20. Thank You!
  21. 3011 Internet Pkwy, Suite 300 Frisco, TX 75254 http://www.technisource.com Jay Graham VP, Managed Services (214) 893-3241 jaygraham@technisource.com
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