DESKTOP MANAGEMENT 2004 Advancing the State of the Art

Desktop Management A straightforward process made complex owing to the environment and the demands of related activities  Number and variety of assets  Distributed architectures  Number and variety of organizations and agencies owning or using assets  Related dependent processes – IT, support, finance, accounting, HR, operations

Desktop Management Assets must be managed throughout the technology lifecycle  Planning  Procurement  Deployment  Maintenance  Refresh

Desktop Management These activities must be tracked, managed and reported to support the needs of related business processes  Customer/end user support  Investment planning  Accounting  Human Resources

Desktop Management Any attempt at a complete solution is a costly and risky undertaking  Enterprise-class solutions are expensive  Significant customization to achieve stated functionality and integrate with existing systems  Behind-the-firewall client/server applications involve multiple licenses and multiple implementations  Enterprise solutions require long-term commitment to vendor’s vision  Time and expense in implementation means years for ROI

Discovery Planning Procurement Configuration Deployment Help Desk Break / Fix Security Moves, Adds, Changes Investment Planning Budgeting Accounting Reporting Technical Business Process Integration Desktop Management spans a range of activities from technical to business process

Desktop Management Benefits of a step-by-step approach  Rapid implementation  Low cost  Rapid ROI  Manageable risk

Keys to a successful Desktop Management solution  Open Standards  flexible  Web-based  Modular  adaptable  portable  scaleable  upgradeable  value-adding  risk-manageable

P roductivIT – Foundation Technology for Lifecycle Management

 Tech Support  Hardware Maintenance  Moves, Adds, Changes Universal Automated Request for Technical Services

Completely Customizable User Interface

 Configurable collectors to capture data independently or on demand  HTTP routing to Web servers for universal access and repository  Secure and non-intrusive capture and routing  response engine for automatic alerts and notification Asynchronous Data Capture and Routing

Field Tech Collectors IDF Repository Response Engine Help Desk IT Dept./ Eng. Internet ProductivIT Architecture

 Browser-based data viewing and report facilities enable universal access  Context-driven views deliver just-in-time information  Report facility provides access to historical data and performance analysis  Custom query facility allows ad hoc reporting IT Support Services Portal

Browser View of Incident Data File

ProductivIT – Report Facility  Asset Tracking  Configuration Management  Change Control  Pre-Migration Analysis  Quality Assurance  Incident History

Benefits  Offer a clearly differentiated, technically advanced solution  Realize significant cost savings in every activity  Improve coordination and communication among vendors and with customers

Benefits  Improve every measure of performance in desktop management  Reduce tool clutter and implementation overhead  Achieve a rapid return on investment