Mega Trends in the Technology Service Industry: AR/VR and AI Splashing into the Market. July 17, 2017

Transcription

1 Mega Trends in the Technology Service Industry: AR/VR and AI Splashing into the Market July 17, 2017

2 Mega Trends in the Technology Service Industry: AR/VR and AI Splashing into the Market Rob Brothers Vice President Datacenter and Support & Deploy Services IDC West McDonald Vice President Business Development Print Audit Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved.

3 o o o o Industry & Market Overview Buyer Perspective Future View of the Market Advice for the Technology Provider IDC Visit us at IDC.com and follow us on 3

4 Mega support trends: Analytics, Cognitive, and AR/VR Patch plans tailored to specific IT requirements Personalized self-diagnosis and resolution, M2M AR to help field techs resolve issues faster Predictive analytics with automated diagnostics and repair COMPREHENSIVE ANALYTICS ACROSS IT ENVIRONMENT 4

5 Connectivity for IT and OT Tools for vendor-driven support delivery Access to customer and system data Device-independent diagnosis and resolution Delivery from anywhere with WiFi (or other protocol) Network Tools for support customers Mobile access to all relevant support issue data Service request tracking and management Remote diagnosis and resolution 5

6 Evolution of support services: Business process support Reactive break-fix Preventive notifications Predictive analytics ROI and TCO solution metrics UPTIME + SYSTEM PERFORMANCE + SYSTEM AVAILABILITY BY WORKLOAD Expanded online and self-help support Automated diagnosis and resolution Consultative support and benchmarking IDC

7 Long Term Cost Infrastructure is responding with more Flexible and Cost Effective HW Hi Lo Siloed Architecture Very large footprint, independent management tools and support contracts, multiple vendors, large foot print with many assets Reduced footprint, more common management tools, possibly multiple contracts but managed by one provider, multi vendor solution Reference Architecture Converged Systems Small Footprint, Common management, single vendor, drives lower support costs, increased customer satisfaction with overall support an added benefit Disaggregated Infrastructure Full Infrastructure flexibility, near zero deployment time with a cloud-like Elasticity in a Box Lo Availability Hi 7

8 Helpdesk/Service Desk (same slide different result) Person based support Multichannel Feedback loops Kiosking Remote support tools Inventory management Service/Help Desk 8

9 System Duration Till EOL On average how long do you a keep an x86 system till it is completely retired? 25% Total 20% 15% 10% 5% 0% 1YR 2YR 3YR 4YR 5YR 6YR 7 YRS. OR MORE N=516, Mean=4.28 Base: Total Respondents Source: Server Attach Rate Study 2015 IDC Visit us at IDC.com and follow us on 9

10 Datacenter Build Forecast Units New DC Builds - Units New Internal New Service Provider IDC Visit us at IDC.com and follow us on 10

11 In 2016, we saw negligible change in allocation of IT resources YoY: companies still keeping over 50% of total IT capacity in house. They trust colocation providers, but still want to manage specific workloads in-house. Q. What percent of your organization's total IT capacity is situated on-premise versus co-located? 42.5% 57.5% on-prem colocated Source: IDC US Enterprise Datacenter Survey, 2016 n =

12 o o o o Industry & Market Overview Buyer Perspective Future View of the Market Advice for the Technology Supplier IDC Visit us at IDC.com and follow us on 12

13 Buyer Perspective Software support becoming more important than mediating the hardware issues, software-defined does a great job of computing through HW issues, #3 in key support attributes in a recent IDC survey Easy to upgrade software and hardware as well as simplified patch management are other key elements Managing assets: customers want to know what they are paying for (support level, inventory lists, coverage, discounts) Edge and IoT What is this? And what should I be doing? 13

14 Navigating the Edge Cloud is Going Local to Support IoT Define an edge strategy Understanding performance/cost Build, buy, or rent? Solve customer pain points Fleet/Asset management Governance Financing Security IDC Visit us at IDC.com and follow us on 14

15 Buyer Perspective Security and accessibility issues for advanced technologies and preventive support Use cases show that enterprises will implement Must deliver use cases to demonstrate security capabilities Customer testimonials and deployment/configuration can help speed adoption Enterprises feel IT is cost center not a profit center, turn that story around! Show how the internal datacenter can compete with the Azures of the world. Majority of IT orgs struggling to manage legacy assets and design/execute migration plans for digital business Critical role for support in this shift (customer knowledge/visibility) Sensitivity to timing, placement and discussion key in delivery Close coordination with professional services key to success 15

16 2016 Data IDC Visit us at IDC.com and follow us on 16

17 Same Story IDC Visit us at IDC.com and follow us on

18 o o o o Industry & Market Overview Buyer Perspective Future View of the Market Advice for the Technology Supplier IDC Visit us at IDC.com and follow us on 18

19 Future View of Market: Forecast assumptions Support market grows and contracts very slowly Growth has slowed in HW support: consolidation and cloud the culprits Third party support alternatives very limited in software Software defined infrastructures will force how traditional vendors look at support Public cloud: What % of enterprise applications will reside here or SAAS. This will dramatically reduce HW support. Managed Break/fix support lines blur even more 19

20 X-as-a-Service (ON-PREMISE) IDC Visit us at IDC.com and follow us on 20

21 o o o o Industry & Market Overview Buying Criteria Future View of the Market Advice for the Technology Supplier IDC Visit us at IDC.com and follow us on 21

22 Advice for the Technology Supplier Connectivity! Think efficiencies and proactive support. Connectivity and being more prescriptive in support satisfies all parties (enterprises, partners and vendors) Asset management, still a big deal, understand the datacenter through tools and automatic asset detection and you will provide that company with very important data. Overlay software interdependencies and now you have real stickiness. Software support continues to be more important as the software-defined world moves ahead Portfolio, pricing and entitlement key to Internet of Things delivery Patch and upgrade management best practices critical End user adoption evolves over time with more automated/remote and at-your-fingertips support 22

23 Advice for the Technology Supplier As-A-Service as a service! Watch out for vendors packaging systems as a true service. That means they get to use the asset on a monthly basis (includes all support) then replace that asset as needed. Desk side services, service and help desk Enterprises looking to deliver best practices for services Willing to invest in customer experience to keep talent from leaving Look to develop edge solutions for support of dark spaces Consider programs and initiatives that help customers measure better business outcomes. Program to help drive alignment between IT and business managers Portfolio rationalization to integrate IT assets with business processes IDC Visit us at IDC.com and follow us on 23

24 Advice for the Technology Supplier Plan for expanded automated operational support, especially around critical decision points for infrastructure/app management Opt-out is key for widespread adoption Any plans to retrofit into existing deployments require a high-touch approach Get the engineers involved! They have lots of information about a customers environment. (Tap That Knowledge) Invest in solutions that will create operational efficiencies with a personal touch To ease security concerns do vendors create an out of band support tool that only transmits data that is system issue related only? no management allowed? Tools today allow for issue detection and management to remediate, can these be separated? Will that help? 24

25 Thank You!