End user optimization assessment by jcy1978

End User Optimization Assessment

The Future State as Personalized Infrastructure End user technologies are more diverse and complex than ever before–and IT’s capacity to respond has never been under greater pressure. The sheer number of consumer devices and supporting technologies connected to the workplace–projected to reach a staggering 24 billion by 2020–means IT often struggles just to maintain the supporting infrastructure. This trend is irreversible and proactive organizations who nurture the End User Experience will be more competitive and successful in improving end user productivity and satisfaction, and their business results.

End User Expectations and IT Capabilities Converge Forrester’s Customer Index established that customer-centric organizations experience a 43% performance improvement–compared to a 34% performance decline at companies who neglect the customer experience. To be successful, IT organizations will navigate these trends by focusing on transforming the End User Experience in several key areas: Support and delivery. In many cases, IT support processes have struggled to keep pace with the infrastructure, leaving organizations reliant upon outdated, manual support models. Future effectiveness will be based upon deployment of cost-saving, automated and virtualized solutions. Complexity and operating costs. Complex technology and the growing number of devices introduced into the environment can saddle the infrastructure with unsustainable call volumes and support costs. Customer satisfaction. End users expect technology and infrastructure to synchronize and enable a seamless, hassle-free customer experience. IT departments may not be sufficiently equipped with the people, processes and technology required to meet these expectations– resulting in inadequate support and eroding satisfaction scores. Customer-centric organizations start the performance improvement journey by deploying proven, standard methodologies that benchmark people, process, tools and infrastructure, and customer satisfaction.

Optimization Assessments Define High Performance Workplaces The infrastructure must evolve to be technologically attuned to your end users–agile, automated and adaptable. The tools, processes and resources required to deliver this future state are complex, but must be transparent¬–and capable of delivering seamless, positive end user experiences. The “Personalized Infrastructure” delivers a sleek, engaging and pleasing emotional experience, supported by fully integrated, repeatable and ITILbased processes, and a consistent, reliable and “always-on” technological experience. Through the analysis of current performance data and evaluation surveys, Pomeroy assesses end user support effectiveness. Our proprietary tri-level analysis evaluates devices, mobility, applications, connectivity, collaboration and security to establish business requirements and transition roadmap. Pomeroy utilizes the most effective data collection and analysis techniques to remove the uncertainties that frequently influence solution decisions and result in performance issues. Actionable recommendations are generated mapping the four foundational elements of the support organization–people, process, tools and infrastructure, and customer satisfaction–against the individual components of the Personalized Infrastructure. The End User Optimization Assessment is the critical building block that helps ensure IT organizations cost-effectively deliver seamless end user support and positive customer experiences.

Take End-user Support to the Next Level Our focus on the end-user rather than technology alone helps organizations maximize their productivity. This approach enables you to more effectively manage an expanding array of consumer devices and end-user support requirements. That’s why Pomeroy is recognized by Gartner in its Magic Quadrant for End User Outsourcing Services, North America.* Let’s talk about how you can benefit from our experience and industry best practices to unleash the quality, cost optimization and performance potential in your end-user support. For more information on our End User Optimization Assessment and all our project-based and managed services, contact your Pomeroy representative or visit www.pomeroy.com today. * The Gartner Magic Quadrant for End User Outsourcing, North America is copyrighted by Gartner and reused with permission.