Welcome to the ITSS Community Meeting. March 21, 2017

Transcription

1 Welcome to the ITSS Community Meeting March 21, 2017

2 Purpose Purpose Work together to improve ourselves, our businesses, and our industry Benefit to You Networking Education Making a difference Your Role Share your experiences Listen to what others have to say Get involved

3 Agenda Welcome Pub Quiz Networking Exercise 2017, A Year of Action Technology is Driving Business Evolution CompTIA AITP Sign Me Up! Managed Print Service Benchmark Podcast Library Small Group Input Close

4 Pub Quiz Networking Exercise Tim Bradford, HOBI International Eric Long, TeraCloud Inc.

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6 ITSS 2017, A Year of Action

7 Thank You to Retiring ITSS Executive Council Members Steve Doran Veritas Joe Iovinelli SmartSource

8 Thank You to Retiring ITSS Executive Council Members Colleen Howley Marathon Deployment Jeff Priestman CompuCom Canada

9 Thank You to Retiring ITSS Executive Council Members Rich Rysowitz Synnex Corporation

10 Thank You to Retiring MPS Executive Council Members Tawnya Stone Chair Great America Financial Services Jeff Bendix Vice Chair BENDIX imaging

11 Thank You to Retiring MPS Executive Council Members David Brown PrintFleet Daniel Hammond Lexmark

12 Thank You to Retiring MPS Executive Council Members Aldo Spensieri Clover Imaging Group

13 ITSS 2017 Charity Selection CompTIA will donate $10,000 on behalf of the ITSS Community to charitiesselected by the community.

14 ITSS 2017 Charity Selection Guidelines Community members nominated charities for consideration. A community committee vetted the charity nominations and arrived at three charities for consideration. Today we will vote to select the charity or charities for the ITSS donation.

15 Genesys Works (Community Pool Charity) Mission: Change the life trajectory of underprivileged high school students by enabling them to work in internships during their senior year in high school.

16 Alliance for Technology Refurbishing and Reuse Mission: offering industries and corporations of all sizes a single method for disposal of their still operating technology

17 N Power Mission: Creates pathways to prosperity by launching digital careers for military veterans and young adults from underserved communities

18 Charity Selection Ballot

19 ITSS Merger with Managed Print Services

20 Quick Start Guide to Automation Services

21 A Guide to Warranty Communications

22 IDC Managed Print Service Benchmark Survey ITSS and IDC are collaborating on a survey to provide service benchmark data for managed print services. The report will be available to the ITSS community.

23 Podcast Library ITSS started the year with two initiative input meetings. At both meeting members said that they would like an easy way to keep up with technology and community trends. Both groups suggested podcasts because of the ease of access.

24 Talent Acquisition A key 2016 ITSS initiative was building career information that could be used to promote technical careers. In 2017, ITSS will be working with CompTIA Certification to embed our career information into the Certification Roadmap.

25 Error Code Update Proposed ITSS created this document, which was adopted by the industry, in It has been proposed that we update this document as a 2017 initiative. We d like to hear from you, would this bring you value?

26 Technology is Driving Business Evolution Susan Krautbauer, Flash Global

27 Digital Disruption OLD WAY Maintenance and support of systems Innovating and enabling business strategy NEW WAY

28 Our Subject Matter Experts Innovation Acceleration Execution Vice President Retail Technology, Operations Pomeroy Senior Director Technology Analysis CompTIA President / Owner Bendix Imaging, Inc.

29 Transaction to Transformation in IT Services Tim Gallegos, Pomeroy

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31 Move from Transaction to Transformation What Was: React when called Rigid IT service staffing models Manage to SLAs Focus on the device New Technology! Digitization! What will be: Proactive Engagement System Uptime End User Experience Ease of Use day 1 => retirement Facilitate the future-state of client workforces Engage clients with agile employee pool

32 Technology Stack (Technological Track) Unified Customer Portal Monitoring & Management Relaunch End User Monitoring Self healing & Automation Proactive Monitoring Predictive Maintenance Managed WiFi Data Protection Managed SD WAN Field Services Service Desk Global Service Centers U.S Offshore Service Desk Tech Support Maintenance parts repair Technician portal Automated dispatch Auto Communicate Integration w/ customer incident mgmt. systems Customer portals Automated reporting Networking Auto Communicate Networking Remote Monitoring & Management VNOC Managed WAN Access Aggregation Deployment Field Service Account Mgmt. Management of client experience Strategic Mgmt. Financial Mgmt. Customer Mgmt. Field Services Account Management Shared & dedicated field service techs Transformational automation Deployment Project Management Deployment technicians Tech Support Enterprise Service Business Integrations 3 2

33 Human Capital Stack (Biological Track) Enable how we work into the future Less rigidity; more agility Less silo d skillsets More dependency on technology to drive solutions; tech as resolver Care for end user experience, not just the device Workforce Crisis; Gig Economy; Industry Disruptors Build bridge from now to then for support/service personnel

34 3 Takeaways Service Provider in a Digital World 1 Think about how to evolve past the service Transaction 2 Focus on tools you can bring to bear that enable yours and your clients digital transformations 3 Be mindful that the people in your organization needs support through this process

35 Keys to Building a Digital Organization Seth Robinson, CompTIA

36 What IS a Digital Organization, Anyway?

37 A suggested definition A digital organization is a company with the proper structure and processes to drive results with modern technology.

38 A New Organizational Structure Business Objectives Business Objectives Business Units BU BU BU IT IT

39 Redefined Processes All departments are on a level playing field IT s role has diminished 37% 5% 59% IT still plays a primary role

40 Incorporating New Technology Back end changes due to cloud Front end changes due to mobility 46% Changes to data storage 40% Expectation of lower cost 37% Solutions suggested by business units 36% Use of third parties 35% Less tolerance for downtime 34% New processes for determining hosting model 26% Focus less on maintenance 47% Focus on user experience 43% New processes for determining mobile access to systems 41% Increased demand for efficiency 40% Additional workforce training on mobile usage 37% Greater development effort for mobile optimization 31% Use of third parties

41 3 Keys to Focus On 1 Think about the new structural boundaries 2 Determine roles and responsibilities for processes 3 Be fully educated on cutting edge technology

42 Converging Industries Challenges and Opportunities Jeff Bendix, BENDIX imaging

43 Evolution of Managed Print Services (MPS)

44 Stagnation Customers Want More

45 Our Evolution Toner Sales/Service Hardware Sales/Service Managed Print Services Unified Communications Managed IT Services

46 Growing From The Old Model To The New Model Single Focus Cross Sell Opportunities Multiple Areas Of Expertise Antiquated Systems Separate Systems All Staff On 1 Platform No Cross Sell Opportunities Siloed Departments Unified Systems and Communications Outgrown Our Business Model Service & Support Challenges Different Communications By Dept. Integrations With Critical Support Systems Automation Of Services Serve More Customers Faster = $$$$$

47 The New Service Provider EcoSystem Sales Activities Marketing Transactional Sales Management VoIP Services IT Services MPS

48 Interactive Discussion

49 CompTIA AITP Sign Me Up! Colleen Loeffler Phonwiang, CompTIA

50 CompTIA AITP 2017 A NEW BEGINNING

51 CompTIA and AITP Merger Like AITP, CompTIA is committed to supporting the careers of IT professionals, as well as attracting the next generation of IT. We encourage individuals to pursue and grow tech careers by supporting them with industry insight, training, education, tools, and networking opportunities. CompTIA MISSION A leading voice for the information technology (IT) industry CompTIA fulfills its mission through Networking, Education, Thought-Leadership, Certification, Advocacy, and Philanthropy (NETCAP). 501 (c) 6 Nonprofit IT Trade Association CompTIA has a network of over two million IT Professionals, more than 2,000 corporate members, 3,000 academic and training partners and tens of thousands of registered users spanning the entire information communications and technology (ICT) industry CompTIA AITP Mission Alignment Both organizations serve the IT professional, providing resources and connections. Also, both organizations seek to narrow the skills gap and foster best practices in the industry. October 2016 Agreement AITP released leadership control to CompTIA s Board of Directors. CompTIA agreed to invest in evaluating and supporting infrastructure of AITP with its robust IS, marketing, member services, research and education staff, and dedicated three full time staff to support the growth of the organization. Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 5 1

52 Vision for CompTIA AITP To be the go-to resource for individuals seeking to start, grow, and advance a career in technology. We see the technology industry as the primary contributor to economic growth and seek to fill the pipeline with next gen workers, attracting and supporting the largest, most diverse and skilled talent pool possible with our resources. Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 5 2

53 CompTIA AITP Goals Grow Membership Increase Value for Members Raise Awareness and Relevance Enhance Chapter Effectiveness Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 5 3

54 Grow Membership: 5,000 Members in 1 st Year Since the announcement of the new structure, CompTIA AITP has over 3400 IT Professionals who have reserved an early bird dues rate of $79 (at launch dues will be $99). For legacy AITP members, their 2017 renewal rate for national membership rate will be $79. This $79 rate is also available to those IT Pros who sign up prior to the spring launch. Discounted rates for students, military, faculty, and retired are also adjusted and are available at AITP.org. Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 5 4

55 Increase Member Value: Robust Benefits A career center built by Burning Glass will offer a career planner, an aggregated IT job Board with the capacity to build a resume to match an IT job description, as well as career and salary insight. Access to Skillsoft s library of educational resources to develop leadership, soft skills, and management skills. A Rewards program to help members save money and get discounts on retail sites such as Lenovo and Dell, travel, hotels, restaurants and more. Resources to add additional member benefits Available at launch of a new website in Spring. Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 5 5

56 Career Focus: Job Seekers Educates the job seeker on key skills are required to be a good fit for any career or specific job. Data includes technical skills and foundations skills as well. Focus Career Explorer provides tools and guidance for the job seeker Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 5 6

57 Career Focus: Creating a Resume Focus Career Explorer walks a job seeker through a series of questions tied to his or her occupation and derived from real market data. This process yields a richer, more complete, more attractive resume. Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 5 7

58 Talent Focus: Companies Hiring Focus Talent provides employers with a portal for connecting with prospective hires. Focus Talent provides a job posting wizard and robust tools for searching and managing interactions with candidates Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

59 Researching the Job Market Platform weaves in real-time job market data for all jobs in the US. This helps educate the job seeker on the level of demand for any job anywhere. Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 5 9

60 Raise Awareness & Relevance: External Position CompTIA AITP as the go-to resource on the technology workforce and industry for the press and media To be the pulse of the IT workforce Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 6 0

61 Enhance Chapter Effectiveness: Evaluation Chapter leaders to interviewed by phone A way to better understand the structure and identify model chapters For staff to gather data and members to give input Copyright (c) 2017 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 6 1

62 Managed Print Service Benchmark Tawnya Stone, Great America Financial Ser vices

63 Print Operational Excellence Copyright 2012 IDC. Reproduction is forbidden unless authorized. All rights reserved.

64 2012 IDC U.S. MPS and BPS Printer and MFP Laser Hardware Shipment Snapshot

65 Proactive vs. Reactive Support: Customers Perceive it s Reactive 70% of customers have some form of monitoring, Customer survey: What percent of the time has your vendor identified and reacted to a problem before your organization has reported it to them? 1.9% 13.3% 34.1% Never 1-10% of issues 11-25% of issues 50.7% More than 25% 2012 IDC

66 Proactive vs. Reactive Support: Customers Perceive it s Reactive Vendor interviews: What percent of the time have your remote monitoring systems identified and reacted to a problem before your customer has reported it to you? Minimum of 80% of the alerts should be detected and documented before the customer places a call or realizes there is an issue. Recommendation: Create processes that engage the customer as soon as an issue is detected if monitoring is enabled at the customers site 2012 IDC

67 Recommendations Look to use remote tools to support printer environment printer environment Cross sell and up-sell opportunities abound MPS contracts Ink/toner, paper Look to provide more holistic deskside support not just print 2012 IDC

68 Podcast Library West McDonald, PrintAudit

69 Podcast Library We d like your input: For each of these categories: Workforce development Channel evolution Business evolution Service delivery evolution What topics would you like? Who would you like to present? What topic would you like to present?

70 Thank You!