Atos Digital Workplace

Transcription

1 Atos Digital Workplace

2 Vladimir Brenkus Digital Workplace Architect

3 What is Digital Workplace?

4 The way people work has changed The ways services are delivered is changing Different Ecosystems Different Form Factors The Rise of the Cloud Work is no longer a location Manage Apps and Data Not Devices Evolving Security Threats

5 A Bimodal Workplace Strategy is Mandatory Incremental innovation/improvement isn t enough 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:

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7 7 Solution from Atos

8 The Atos Digital Workplace Blueprint 6 hubs deliver digital workplace functionality Support Hub (Help & Interaction Center) Chat Phone Social Virtual Remote Tech bar My Persona Self-Help Portal / Mobile My Status Questions Tasks Orders Reports Password Access and Identity Hub Access and Identity Service Active Directory Integration Multi-Factor Authentication Shop News Productivity & UC&C Productivity Tools Unified Communications Enterprise Social Network Collaboration Content Hub End User Files Data Protection Managed Print Application Hub LaunchPad Enterprise App Store Application Management Hosted Applications Device Hub Provisioning and Enrollment Device Management Device Policies and Protection

9 Virtual Contact Channel AVA - the Atos Virtual Assistance powered by Virtual Assistants and smart machines will transform how end users are supported in the Digital Workplace Highlights 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 Benefits 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 reusing previous interactions 9

10 Digital Workplace and Atos

11 Focus on transformation to digital workstyles From a Traditional to a Digital Workplace Virtual Desktop Standard Workplace Hybrid Desktop & App s as a service Virtual Desktop Standard Workplace Starting point today 6 key elements to transformation: 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 Modern Hybrid Desktop & Apps as a Service Standard Workplace Timeline Our Target: A Modern Workstyle Modern Hybrid Desktop & Apps as a service Standard Workplace Office 365 based services Internet based Unified Management Conditional access / multifactor authentication Any device (BYOD, CYOD, COPE ready) Apps are HTML / Mobile Target Environment: Personal Workplace Realistically: All Workplace types Special cases: Functional Workplaces App compatibility 3D VDI IoT devices/wearables

12 Atos is already active Our customers are already on digital workplace journeys as Digital Workplace Projects Global Experience in Office 365 Windows 10 Experience Mobility Management Engaged in Digital Workplace projects & multiple PoC s for clientsand/or strategy definition activities Supporting over 300,000 Office 365 users today, including individual customers with 100,000 users Rolling out Windows 10 extensively across clients, incorporating new device types & agile methodologies. Manage in excess of 500,000 devices and embracing a mobile first approach, including OneSource & OneContact mobile apps

13 Digital Workplace built on standards components Combining strategic partners & innovation to deliver benefits in a digital landscape Help & Interaction Center Service Transforming User Support Automation, analytics, & orchestration Core component for Help & Interaction Center & standard ITSM functionality Globally interconnected contact centres Enabler for Omnichannel Digital Journey Analytics solution, providing end to end visibility of services Focus on ITSM and B2C/BPO use cases Digital Workplace Management Productivity, UC & Collaboration tools Any platform Office 365, Azure AD, Enterprise mobility, rights management Windows 10 Automation Digital workplace Wirefree meeting rooms Manageability (vpro) Security Enterprise mobility & Digital workplace Hybrid virtual desktop and apps Combining strategic Digital Workplace partners with a growing number of integrated SaaS solutions.

14 Why select Atos as your Digital Workplace Partner? End to End Capability Integration experience User support expertise Benefits realized 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 Expertise in management of change Business process digitalization Drive productivity through innovative new ways of working.

15 Workplace Services delivering globally Our selected references Industry Scope Relationship Full ITO, including Workplace Services & On-site Services. Transform & run, recently including Office 365, win 10 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 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 Industry Scope Relationship Workplace Services incl. Office 365 and Windows 10 migration New relationship take on as is and transform, with innovation embedded ITO, including Workplace, Service Desk & Onsite services 135,000 devices Take on as is & transform. New relationship, innovation embedded in contract Volumes 40,000 users 73,000 users 60,000 users Geographies A Large German Bank Financial Services Service Desk and Workplace services, including On-Site Services, remote infra management Take on as is & run with multiple transformations, now including Office 365 migration U.K. LATAM, Europe, 2000 locations Worldwide, 5 countries 300,000 accreditations, 23,000 media, 10,500 athletes, realtime results to 8bn devices. 400 Security events per second, 0 impact. Long term since 1996, extended to 2024

16 Thank you Atos, the Atos logo, Atos Codex, Atos Consulting, Atos Worldgrid, Worldline, BlueKiwi, Bull, Canopy the Open Cloud Company, Unify, Yunano, Zero , Zero Certified and The Zero Company are registered trademarks of the Atos group. June 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.

17 Zalozni Slide Atos, the Atos logo, Atos Codex, Atos Consulting, Atos Worldgrid, Worldline, BlueKiwi, Bull, Canopy the Open Cloud Company, Unify, Yunano, Zero , Zero Certified and The Zero Company are registered trademarks of the Atos group. June 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.

18 The benefits of a Digital Workplace Next phase of cost reduction but Efficiency Value 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. 18

19 Qualification MVP Our approach is based on Clients Innovation Labs From a complex challenge To an innovative, practical, value generating solution Preparation 100 Minds & Design Workshop Rapid Prototyping 1-2 weeks 1 week 2-3 days workshop 2-6 weeks Frame & Research Crowdsource ideas Understand challenge / Generate concept Plan prototype Prepare Implement Review 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 Agree test plan and KPIs Refine business model Plan next phase 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 Concept(s) created and storyboarded Prototype implemented and tested

20 And the Digital Workplace is not a fixed solution MODERN TECHNOLOGY Having a modern integrated toolset can help to unlock the value of information around the enterprise COLLABORATION ENTERPRISE INFORMATION ACCESSIBILITY The modern employee expects social integration both inside and outside of the enterprise SOCIAL INTEGRATION Improving the support experience and driving more self-service enables the user to quickly return to productive work in times of need SUPPORT MOBILITY COMMUNICATION DIGITAL BUSINESS APPLICATIONS Joiners Movers Leavers WORKPLACE INTEGRATION 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 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 20

21 21 A digital workplace enables step change in personal and business performance Connected Engaging Efficient Secure 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. 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. Today employees expect workplace solutions that support and empower them, delivering business insight and automating tasks where possible to free up valuable time. 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.

22 Traditional v s Digital Workplace Characteristics 3 main digital workstyles Traditional : Legacy workplace. THIS IS NOT DIGITAL! Digital : Modern, full or hybrid workplace THIS 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 Assistant Onsite services Base services, but also proactive monitoring, Tech bars and Vending machine solutions Managed Workplace Platform 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 , SharePoint, voice. Limited to PC and fixed phones Fragmented technologies 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

23 End User Experience Access and Identity Hub This section covers release v1.0 of the Access and Identity Hub for Digital Workplace. 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

24 End User Experience Productivity Hub This section covers release v1.0 of the Productivity 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 I can collaborate effectively with my team / colleagues and easily share data and documents I can communicate via , Instant Message, Voice or Video conference with my team/colleagues

25 End User Experience Data Hub This section covers release v1.0 of the End User Data 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

26 End User Experience Application Hub This section covers release v1.0 of the Application 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

27 End User Experience Device Hub This section covers release v1.0 of the Device 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

28 End User Experience Help 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 . Based on the Shift-Left approach this is the preferred way for all interactions with the end-users after the Online channels I can get help and advice via Phone, Chat and 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