Modernize and Transform Your End-User Computing Strategy

Modernize and Transform Your End-User Computing Strategy Research & Tools

1. End-User Computing Strategy Deck – A step-by-step document to walk you through end-user computing trends and processes to improve customer satisfaction.

This storyboard will help you identify your goals, build standard offerings for users, define governance and policies around offerings, and develop a roadmap for your EUC program.

2. End-User Computing Strategy Template – A repository for your current-state and persona analysis to identify technology requirements for each user group.

Use these templates to document your end-user computing strategy. Follow the guidelines in the blueprint and record activity results in the template. The findings will be presented to the management team.

3. End-User Computing Ideas Catalog and Standard Offering Guide – Templates that guide you to document the outcome from persona analysis to define standard offerings and policies.

The Ideas Catalog introduces provisioning models, form factors, and supported operating systems. Use the Standard Offering Template to document provisioning models and define computing devices along with apps and peripherals according to the outcome of the user group analysis.

4. End-User Computing Policies – Policies that establish requirements for end-user computing.

Use these policy templates to communicate the purposes behind each end-user computing decision and establish company standards, guidelines, and procedures for the purchase of technologies. The policies will ensure purchasing, reimbursement, security, and remote wiping enforcements are consistent and in alignment with the company strategy.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.

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Testimonial

Asahi Intecc USA

Modesto Irrigation District

Modernize and Transform Your End-User Computing Strategy

Support the workforce of the future.

EXECUTIVE BRIEF

Analyst Perspective

Focus beyond the device

It’s easy to think that if we give end users nice devices, then they will be more engaged and they will be happy with IT. If only it were that easy.

Info-Tech Research Group has surveyed over 119,000 people through its CIO Business Vision diagnostic. The results show that a good device is necessary but not enough for high satisfaction with IT. Once a user has a decent device, the other aspects of the user’s experience has a higher impact on their satisfaction with IT.

After all, if a person is trying to run apps designed in the 1990s, if they are struggling to access resources through an underperforming VPN connection, or if they can’t get help when their devices and apps aren’t working, then it doesn’t matter that you gave them a state-of-the-art MacBook or Microsoft Surface.

As you build out your end-user computing strategy to reflect the new reality of today’s workforce, ensure you focus on shifting user support left, modernizing apps to support how users need to work, and ensuring that your network and collaboration tools can support the increased demands. End-user computing teams need to focus beyond the device.

Ken Weston, ITIL MP, PMP, Cert.APM, SMC

Research Director, Infrastructure and Operations Info-Tech Research Group

Mahmoud Ramin, PhD

Senior Research Analyst, Infrastructure and Operations Info-Tech Research Group

Executive Summary

Your Challenge

IT needs to answer these questions:

• What types of computing devices, provisioning models, and operating systems (OSes) should be offered to end users?
• How will IT support devices?
• What are the policies and governance surrounding how devices are used?
• What actions are we taking and when?
• How do end-user devices support larger corporate priorities and strategies?

Your answers need to balance choice, risk, and cost.

Common Obstacles

Management paradigms have shifted:

• OSes, device management, and IT asset management (ITAM) practices have changed.
• Users expect full capabilities on any personal device.
• Virtual desktops are switching to the cloud.
• Low-code/no-code platforms allow the business to manage their own apps or comanage with IT.
• Work-from-anywhere is the default.
• Users have higher customer service expectations.

Take end-user computing beyond the OS.

Info-Tech's Approach

This blueprint will help you:

• Identify desired benefits that align to IT and corporate priorities and strategies.
• Perform a persona analysis.
• Define a vision for end-user computing.
• Define the standard device and app offerings.
• Improve the supporting services surrounding devices.
• Develop a roadmap for implementing your strategy.

A good device is necessary for satisfaction with IT but it’s not enough.

If a user has a prestigious tablet but the apps aren’t built well, they can’t get support on it, or they can’t connect to the internet, then that device is useless. Focus on supportability, use cases, connection, policy – and device.

Your challenge

This blueprint will help you build a strategy that answers these questions:

• What types of computing devices should be offered to end users?
• What provisioning models will be used?
• What operating systems are supported?
• How will IT support devices?
• What are the policies and governance surrounding how devices are used?
• What actions are we taking and when?
• How do end-user devices support larger corporate priorities and strategies?

Definition: End-User Computing (EUC)

End-user computing (EUC) is the domain of information and technology that deals with the devices used by workers to do their jobs. EUC has five focus areas: devices, user support, use cases, policy & governance, and fitness for use.

A good end-user computing strategy will effectively balance:

The right balance will be unique for every organization.