Dealer Support IT Guide 2017

B U S I N E S S A C A D EBrought M Y to you in association with

IT

g u ide

LEADERSHIP

June 2017

E DU C ATION TECH NO LO GY The classroom tech most in demand Office digitisation The facts and figures revealed [36] JUNE 2017

A virtual world Is VR set to take over classrooms?

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A lighthouse in the fog Standing out in the IT sector

Unified communications Is this the next big thing?

IT GUIDE

WELCOME

Embracing the ever-changing face of technology Gilly Blackburn, Technology Category Director

T

he world of technology is an exciting

been around for quite some time but it is now gaining more

one to be in right now, with an ever-

attention and repositioning itself away from just a fun gaming

changing supplier and product landscape.

product to an accessory that we can use to enhance our

Although consolidation is still an overall

daily lives. As VR becomes more advanced and affordable

trend among many suppliers, one of the

it will start to play a larger part in the sectors of education

hottest topics around is HP’s purchase

and hospitality. We’re also seeing that ‘wearables’ and smart

of Samsung’s print division and the positive changes this may

homes/offices are gaining momentum; just look around us

bring to the product range.

at how many people are wearing fitness devices or have

It’s important that we embrace technology as it drives changes and efficiencies. Today, technology significantly

embraced Amazon’s Alexa in our homes!

The technology market remains positive and buoyant

influences the workplace, our day-to-day interactions with

with double digit growth in disk storage, displays and

people and plays a vital role in our home environments.

telecoms where unified communication is driving change.

Alongside the invention of new and innovative technologies,

VOW is delighted to be able to support the Technology

improvements are continually being made to the products

Guide and help our customers embrace change. We

we use and the way we work. Technology simply keeps

would also like to thank our customers and suppliers who

reinventing itself.

have supported us over the years and we look forward to

Virtual reality is one such exciting area to watch. VR has

continuing to work with them.

Did you know?

86% The percentage of people who claim that a ban on printing would limit their productivity, according to a survey conducted by Epson last year.

[38] JUNE 2017

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Cyber crime is commonplace One third of companies said they were the victims of cyber crime in 2016, according to the PwC Global Economic Crime Survey 2016.

Millennials print more According to 2016 IDC research, 65% of millennials are twice as likely to print jobs that run from six to 15 pages in length than older workers.

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IT GUIDE

EDTECH

e h t f o l a i t n e t o The p t e k r a m n o i t educa Education technology is still big business but what sort of IT products can resellers sell to the education sector?

NEIL WATKINS, managing director at government procurement framework Think IT, reveals more

W

ith escalating restrictions on IT budgets, and

Personally, I believe that mobile devices can and do enhance

the continuing evolution of edtech, schools

education providing schools ensure they are being properly

are increasingly making poor, reactive

monitored and managed, allowing them to focus on what they do

decisions – battening down the hatches and

best: teaching.

making only the most vital investments.

For most this means sticking with their

MOVING TO THE CLOUD

established edtech infrastructure regardless of whether it is ideal,

With the DfE’s supporting guidance in January, and Microsoft’s

efficient or effective. It’s easy to say that updating your system can

impending licensing change, we have seen a rise in cloud

save you money – but proving that can be hard to do.

computing. However, while many schools we speak to tell us that

When the dust settles, one thing that steadily remains a focus

they are considering moving to the cloud over the next five years

is the influx of education technology available to schools. There has

it’s something which will, inevitably, get pushed down the list of

been a shift away from simply purchasing technology for the sake of

priorities. If schools wait and move to the cloud at a later stage the

having new resources to a need to invest in technology that is both

chances are they’ll be spending twice as much on migration costs; an

effective and efficient; helping a school’s overall performance, rather

unnerving concept, as nobody knows what IT budgets will look like

than hindering it. As such, we’ve seen the introduction of several big

in five years’ time. Therefore, now’s the time to act!

moves and considerations.

There are many benefits that cloud computing offers schools; greater efficiency, easier access to school data, a more secure system

MOBILE DEVICES

as well as savings on implementation and ongoing maintenance

The use of smartphones in school has been a recent source of debate.

costs. All these can be implemented with no level of disruption to

Some argue that mobile devices are a distraction in the classroom

teaching and learning. By working with trusted, expert suppliers the

while others believe they can provide students with an avenue to

transition can be made seamlessly within the timeframe and budget

boost their educational experience.

available, allowing staff to focus on students’ learning.

Both current and future generations are incredibly tech-savvy;

The way in which smartphones and tablets have now infiltrated

the majority of job roles these days incorporate the use of technology

the lives of pupils and teachers alike means that being able to

in one way or another so schools must embrace it. We need to

check term dates, receive school updates, view timetables or access

encourage engaged, creative learners who understand how to get the

homework tasks on the go makes teachers’ lives a whole lot easier.

most from technology, both in the classroom and beyond, so they’re

Having worked closely with a number of schools and colleges

as prepared as possible for the 21st Century workplace.

[40] JUNE 2017

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I’ve seen at first-hand how anytime, anywhere, any-device access

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EDTECH

to school networks has dramatically improved the teaching and

IT GUIDE

Schools need to get ahead of the game now and install firm

learning experience. So, the question for those who haven’t made the

foundations on which to build future protection to create a safer

move yet is: why wait?

environment for the whole school.

INTERNET SECURITY

GAMIFICATION

The need for internet security is already well-established and will

With the help of games such as Minecraft, gamification has been

continue to grow over the coming years. Many schools have found

slowly gathering pace in the education sector, with the potential

themselves the victims of cybercrime; from professional hackers

to really enhance learning. Creativity, collaboration and problem

after money to bright students trying to hack into school systems for

solving are all core skills developed with the use of such tools.

fun, schools are seen by many as ‘easy targets’. It is rumoured that a

Minecraft aside, a number of games’ manufacturers have tried to

secondary school recently fell for a phishing email and found that

incorporate learning into their games, though none have been hugely

£1m had been removed from its bank account.

successful. Hundreds of thousands of games for education have also

Cyber-security is a huge topic, covering identity management, e-safety, web filtering, app blocking, mobile device management and safeguarding. As phishing and malware threats become more

been created by teachers and parents but these usually concentrate on small or niche areas.

Minecraft is interesting, engaging and gripping and encourages

sophisticated schools need to ensure all staff are trained sufficiently

students to want to move up to the next level. Imagine a series of

and that adequate systems are in place to minimise the risks of

inter-connected games that cover a range of subjects, skills and

potential fraud and hacking.

topics, with tailored ‘levels’ based on age and ability. Such games

To avoid attacks schools should consider ‘penetration testing’ by

will enable pupils to learn at their own pace and will appeal to

an external company to find out where the real weaknesses in their

those students who might otherwise struggle with more traditional

network are. To minimise the risk of attack, staff must ensure all data

teaching and learning methods. Using the data that could be

is encrypted and secure. The recent global ransomware cyber-attack

collected from game-based learning will allow us to better prepare

on sophisticated systems such as the NHS was a grim and timely

students for future skills and work placements.

reminder of the need to keep systems secure, backed up and properly patched and upgraded.

Having strict safeguarding policies, as well as educating students

While education technology has come a long way, there is still a lot that needs to be done. Undoubtedly, schools will face challenges every step of the way but, with the right understanding, efficient resources

on the consequences of cyber-bullying and how to stay safe when

and expert guidance teaching and learning can be transformed in 2017

using the internet, should also help to prevent any issues.

and beyond. I, for one, am looking forward to what’s in store.

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IT GUIDE

VIRTUAL REALITY

The real deal After hovering on the periphery for decades, virtual reality technology is becoming mainstream – especially in the education sector – as AUSTIN CLARK discovers

S

ince the 1950s virtual reality (VR) has been

teaching everything about Ancient Egypt, to exploring the

hovering on the periphery of technology

undersea world in Geography, learning a modern language

without achieving accepted mainstream

or walking through the human brain. For students, this is

application or commercial adoption.

by far the most engaging and enjoyable way to learn. It

Today, however, all is set to change as

is important for them to engage with this technology and

the latest VR developments make the

understand how it is used as it will form such a big part of

technology more accessible to more users than ever before.

the future.”

Whereas it was once the preserve of the military, aviation and gaming sectors VR is now being used by managers,

THE TECHNOLOGY

instructors, coaches and even warehouse staff, who claim

As you would expect with a technology that is finding way into

increasing benefit from immersive experiences.

the mainstream, developments in hardware and software –

And then there’s education, where the technology is

usually app-based – are rapid. As a result, Sevenoaks School’s

really starting to gain a foothold. The myriad articles, studies

Innovation Team has been closely following the development

and conference presentations being made available on an

of immersive technologies and exploring its many potential

almost daily basis attest to the great success of 3D immersion

teaching applications. Currently the school is piloting the HTC

and VR technology in classrooms. Many classes have used

Vive, Samsung Gear VR and Google Cardboard and will begin

VR tools to collaboratively construct architectural models or

trialling the PlayStation Morpheus and the Microsoft HoloLens

experience recreations of historic or natural sites and other

at the end of 2017.

spatial renderings. Teachers have also used VR technology

For dealers, the opportunity lies in being able to work

to engage students in topics related to literature, history and

with school IT managers to successfully roll-out cost-

economics by offering a deeply immersive sense of place and

effective solutions – and to help to overcome barriers to

time, whether historic or evolving.

implementation. Many devices require powerful smartphones

One school using VR successfully across a range of

or tablets to enable usage, which all need setting up whether

subjects is Sevenoaks School in Kent. Students experience a

they belong to the school or pupils are using their own.

very different perspective in subjects such as art and design

Technological developments are, however, moving usage

and philosophy with VR headsets. In art classes, students have

away from phones to peripheral devices like handheld

been creating three-dimensional paintings and then walking

controllers and sensors – something which dealers need to

through their artwork. Pupils have also been using VR to put

be aware of. Schools need to buy right and buy once, so

the French philosopher Descartes’ ‘dream argument’ to the

solutions need to be future-proofed.

test in their philosophy lessons.

Graeme Lawrie, director of innovation at Sevenoaks

VR is rapidly becoming more advanced and affordable meaning that it will start to play a larger part in education

School, told Education Technology: “The educational

– and other sectors for that matter – creating openings for

applications of immersive technology are endless – from

dealers who keep abreast of the latest solutions.

[42] JUNE 2017

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IT GUIDE

D I G I T I S AT I O N

Paper meets digital Digital transformation in enterprises of all sizes is accelerating. What’s driving the change and what can dealers do to help their customers along their digital journey?

POOR WORKFLOWS

PAPER FIRST

43% of workers admit it is difficult to route

70% of organisations recognise the importance of paper

documents to the relevant people.

digitisation as part of their overall information strategy.

TIME-CONSUMING

WHAT’S FIRST?

One third of office workers say that finding

The most common areas to be digitised are records

relevant documents is difficult and time-

management (41%), claims processing (32%) and accounts

consuming.

payable/receivable (30%).

ERROR-PRONE 48% of back-office workers say that information management is error-prone due to manual steps.

MPS SHOWS THE WAY Organisations with the strongest digital maturity are most likely to have already invested in MPS. TIME-SAVING Over half of organisations save time and increase

BEST-IN-CLASS

productivity on day-to-day tasks – totalling, on average,

40% say managed services provide access to document

5.4 hours per week per employee.

domain expertise and best-in class technology that may not be resident within the organisation.

PRODUCTIVITY BOOST 65% of knowledge workers say that automating and optimising collaboration, routing, and approvals saves time, increases productivity, and reduces errors.

BOOST EFFECTIVENESS BROAD BENEFITS

Managed service providers – dealers in this case

Businesses further along their digitisation journey

– must do more to help organisations overcome

report increased profit, customer retention and

barriers to digital success.

improved employee engagement.

REDUCE CONFLICT 37% say there are competing IT and/or digital transformation initiatives and 35% say that disparate systems that are not integrated.

THE POTENTIAL IS HUGE While 44% of enterprises have implemented

PROVE ROI

organisation-wide policies to control and manage paper

One-third (34%) say there is no clear return

and digital information, just 15% report that paper and

on investment or a visibility into the cost of

digital workflow integration is very effective.

document workflows

Sources: IDC Digitisation and Workflow Automation Survey, 2016, Quocirca/HP Digital transformation: Bridging the paper and digital gap

[44] JUNE 2017

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IT GUIDE

D ATA S E C U R I T Y

PROTECT & PROSPER

Data security is a hot topic at the moment. CLAIRE CULLY, technology product manager at VOW, tells AUSTIN CLARK why this is good news for dealers

D

ata security is never far from the news

greater control over their personal records. This might involve

at the moment. Last month’s WannaCry

writing new processes and manuals, retraining staff and updating

Ransomware attacks, allied to older but not

systems. She also recommends focusing on the hefty financial

forgotten attacks on big name businesses such

punishments underpinning the regulations when it comes to those

as Talk Talk, Tesco Bank and Vodafone, show

all-important sales conversations.

just how important it is for organisations of all sizes to protect data.

The much talked about GDPR implementation next May has

“The main message, and the one which will affect customers most, is the potential fines companies could face should they experience a data loss whether through fire, flood, system failure or

further brought the topic to the fore, which is no bad thing according

theft. Fines under the new GDPR legislation will be much greater

to Claire Cully, technology product manager at VOW. “GDPR and

than they are under the current Data Protection Directive 95/45/EC;

data security is a hot topic and that’s good news for dealers because

under GDPR organisations affected by a data breach will face fines of

there are plenty of related products they can sell,” she explains. “For

up to €20 million, or 4% of their annual global revenue (turnover, not

example, dealers should be looking to sell more encrypted USB

profit), whichever is greater. Serious data breaches MUST be notified

and SSD devices because they significantly reduce the risk of a data

to the national supervisory authority as well as the individual whose

breach. By storing sensitive data on hardware-encrypted memory

data is at risk.

devices dealers minimise the risk of their customers’ data being stolen or illegally accessed.

“Article 32 of the new GDPR regulations states that you

“In addition to implementing new policies and procedures organisations need to take practical measures such as supplying employees with secure encrypted devices where data is exposed to

may not be required to report a data breach to the individual

risk (e.g. through travel). A lost or stolen laptop or USB stick need

concerned if you can demonstrate that you have ‘implemented

not lead to a penalty if it has been encrypted with a validated product

appropriate technological protection measures’. This means that,

– and we have a range of encrypted products to suit these needs.

if measures have been taken to protect lost or stolen data via an

“Finally, dealers should look out for products with FIPS

encrypted device, it may not have to be reported and, therefore,

certification for ultimate, government-level security – the standard is

the business may avoid potential administrative costs, fines and

a good selling point.”

reputational damage.”

Claire points out that dealers can also advise customers to adopt a suitable set of processes and policies aimed at giving individuals

[46] JUNE 2017

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IT GUIDE

U N I F I E D C O M M U N I C AT I O N S

VOW is reporting strong sales growth in telecoms, where unified communication (UC) is driving change. AUSTIN CLARK asks two pioneering companies in the UC space what’s driving this growth, what product features are in demand and how dealers can capitalise on that demand?

WHAT ARE THE UNIFIED COMMUNICATIONS (UC)

“IT departments need to be able to integrate new UC systems

OPPORTUNITIES FOR B2B RESELLERS AND WHAT

with many other software applications used across the business.

PRODUCTS ARE CURRENTLY IN DEMAND?

All kinds of tech hardware helps to facilitate the usage of the UC

Paul Dunne, country manager UK&I, Plantronics: “More and

platform, including practical devices such as headsets which have a

more people are conducting business while on the move or in noisy

key role to play and shouldn’t be left until the end of the deployment

environments, as such protecting the integrity of the communication

to be discussed. Poor quality headsets, purchased due to budget

chain has become paramount. Resellers and vendors have already

constraints, can create problems for the end-users as they can lead to

come to appreciate that the communications interchange is only

a lack of confidence in the UC application. This negatively impacts

as good as the weakest link in the chain. This in turn has driven

adoption. This drives users back to their desk phones or mobiles,

demand for high quality headsets that come equipped with noise

pushing up CAPEX costs rather than reducing them.”

cancelling and smart technology. Such headsets remove unwanted background sounds making the call process feel much more like a

PD: “With regards to UC headsets, the four key features in demand are:

natural face-to-face conversation.

• Multi-device connectivity – Ability to work seamlessly across PC,

“[Plantronics has a headset that] was designed for enterprise

mobile phone, tablet, Bluetooth-enabled desk phone and smart watch,

workers in an open office or other loud environments, who want

• Active noise cancelling – To reduce distracting background sound

to eliminate background noise on calls or during focus time. The headset includes intuitive smart sensor technology, audio alerts, wideband audio and hi-fi stereo sound to significantly enhance the calling experience. It has also been rigorously tested with the predominant collaboration solutions from Microsoft, Cisco, Avaya,

in noisy environments so users can focus on calls or work, • Ease of use – Plug and play functionality, which requires no software or installation, • Portability – Ability to take calls quickly and comfortably whether stationary or on the move.”

and Huawei to ensure users have the best possible experience when using these applications.”

HOW CAN RESELLERS SELL MORE UC PRODUCTS? WHAT ARE THE MAIN SALES MESSAGES?

Nigel Dunn, managing director EMEA North, Jabra: “Unified

PD: “A UC headset is more than just an innovative device; it is a

communications technology has played a significant role in the

catalyst for intelligent and flexible working that can help businesses

increasingly popular ‘work anywhere, anytime’ culture. For resellers,

operate more efficiently and more economically. Resellers should

the biggest and most profitable opportunity is hardware-based. Serious

look beyond the device and highlight these benefits to bring UC to

thought should go into the additional hardware requirements that

life for customers.

customer need to successfully rollout UC infrastructures. Supporting

To add to this, with many businesses today becoming more

devices such as headsets, small or large-scale conference speakerphones

dispersed – operating across multiple offices and on the road –

or web-cams/video conferencing help to drive overall UC adoption

resellers can tap into their evolving requirements for worker flexibility.

and support ROI for companies deploying the technology. This gives

UC headsets are ideally suited to helping employees collaborate

resellers the chance to cross sell from their range of new portfolios and

efficiently when working in different buildings or when on the road.”

grow their businesses through a one-stop-shop strategy for customers.”

ND: “The biggest opportunity for resellers is to link-sell audio devices WHAT TECHNOLOGY IS MOST IN DEMAND?

and other UC-related peripherals when selling the UC solution.

ND: “One of the dominant players in the UC environment is

Discussing device requirements at this stage helps to lock out the

Microsoft Skype for Business, however other UC applications are

competition and secure budget for better quality devices. It also highlights

gaining popularity as people look for ‘custom-builds’ to suit their

the importance of peripheral devices within the overall adoption of the

organisation or UC platforms.

technology and, vitally, helps resellers gain incremental business.”

[48] JUNE 2017

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U N I F I E D C O M M U N I C AT I O N S

IT GUIDE

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IT GUIDE

SALES ACADEMY

A lighthouse in the fog Selling technology solutions is a competitive business. How can dealers stand out in this crowded market? Dealer Support finds out 1. DEFINE THE PROPOSITION

most respected tech brands in the

5. EVOLVE

What are you selling? Is it just a box

world. By identifying and working with

The tech market is crowded so it’s easy

packed full of the latest shiny tech or

them you’ll guarantee that both your

for businesses to get lost. Successful

are you actually selling a solution, an

work and your business is elevated,

businesses evolve to survive and move

answer to your customer’s problems? In

simply through association.

with technology. Try to be as clued-up

today’s complex, multi-layered IT world

as possible about the work you’re doing

it’s most likely to be the latter and

3. BE THE BEST

and shift accordingly. If you find a niche,

that means, when selling, you need to

It sounds obvious, but if you create

that’s great, but don’t let it become a rut

clearly define your proposition.

high-quality work, each and every time,

that you get stuck in.

The Internet of Things (IoT) is a

word will spread. New business, repeat

Finally, not all technology is

good example. Many businesses quickly

business…it will happen! Work to

successful, so try to learn to measure

jumped on the bandwagon as the media

become a trusted supplier by delivering

your progress with new products and

cooed about smart fridges because they

meaningful solutions. Honesty,

solutions as quickly as possible and

viewed IoT as the next gold rush. They

motivation and commitment to your

don’t be afraid to change course – you’ll

rushed out to sell the latest devices and,

customers is crucial.

have given it a go, which gives you an

for the most part, hit a brick wall because

advantage over many dealers.

they didn’t understand how to speak

4. EMPLOY SPECIALISTS

the right language. End-users wanted to

When it comes to new technologies and

know, before any technology was bought,

platforms you need to be a specialist.

what IoT meant to them, how and where

Yet, especially for those diversifying

to invest, what the return on investment

from a traditional office products base,

would be and, fundamentally, how it

it’s difficult to learn every new skill. To

would boost their businesses. Those

smooth out and speed up the process of

businesses who held back until they fully

becoming a specialist, try to recruit the

understood IoT, and could therefore

right people. Pay attention to interesting

sell solutions that really resonated with

businesses and identify key talent. If

buyers, achieved much more.

budgets, or the risks involved, don’t warrant recruitment look to partner with

2. BRAND MATTERS

a vendor who can share the expertise

Through wholesalers such as VOW

and work with you on projects. Just make

dealers have access to some of the

sure you’ll retain your customers.

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Organisations handle and deal with a vast amount of information every day It’s crucial for organisations to take care of confidential information to comply with the Data Protection Act. The penalties are damaging enough, but there could be far more reaching consequences on the company’s reputation. In fact, when confidential material falls into the wrong hands, the damage incurred can often be irreparable.

NEW European General Data Protection Regulation Every day businesses deal with sensitive and confidential information : reports, business plans, financial data, customer pricing, names and addresses, credit card details etc

Data Protection Act

COMPLIANT DUE DATE 25 MAY 2018

The UK Data Protection Act requires anyone who handles personal information to comply with a number of important principles. Failure to comply with an enforcement notice is also a criminal offence, and the commissioner has the power to impose a penalty of up to £500,000.

General Data Protection Regulation - EU 2016/679 The GDPR changes the concept of personal data, expanding its definition to include people’s IP addresses and online identifiers, as well as forcing companies to gain people’s explicit consent to use their data. Superseding the UK’s outdated Data Protection Act, which was drafted in the 1990s.

The GDPR now looks at any company that suffers a data breach will face a fine of up to €20 million or four per cent of their annual global turnover, compared to a maximum existing penalty of £500,000.

The new regulation also aims to make it easier for citizens to find out what data companies hold on them, and giving them more details about how their data is handled and what it is used for.

The GDPR is a long 4 Keep data accurate document but here and up-to date. are some things we’ll 5 Keep data secure. need to do: Process all data fairly 6 Respect people’s right to opt out at any and lawfully. time.

2 Inform people when 7 Do data protection their personal data has been collected and get impact assessments when doing something their consent. new.

3 Only hold data which 8 Be ready to deal with needed.

1

the new rights created

by GDPR – like the rights for people to see the data held on them, to move it, to correct it and to have it deleted.

you trust – and even then have a proper written agreement in place.

Deal with problems like potential data breaches quickly.

11

Make sure we destroy data when it 12 Remember: GDPR isn’t needed any more – applies to hard copies and do this securely. and electronic data.

10 Make sure you only share data with people 9

KEEP IT CONFIDENTIAL

s e y E g n i y r P from

With The Worlds Toughest Shredders™

With PrivaScreen™ Blackout Privacy Filters

* 4sec

www.fellowes.com

With Bankers Box® Records Management