IBM Global Technology Services End User Services Kevin

IBM Global Technology Services 化繁為簡　成竹在胸企業用戶管理服務 - End User Services 高吉田, Kevin Kao SPL Manager, EUS, IBM Global Technology Services , Taiwan TEL: 886 -2 -87238999, Mobile : 886 -933200353, e. Mail : kevinkao@tw. ibm. com © 2008 IBM Corporation

IBM Global Technology Services 大綱 § 企業面臨的PC管理難題 § PC生命周期管理才是解答 § 軟、硬體平台整合/部署/管理服務 - Platform Integration and Deployment Services/Software Platform Management Services § SEP - 用戶自我協助服務 - Self enablement portal § VIA - 精簡型終端服務 - IBM Virtual Infrastructure Access Services § 您的選擇-IBM 2 © 2008 IBM Corporation

IBM Global Technology Services PC 總體管理成本 – 良好的管理機制或精簡型電腦可節省12 -48%TCO l. Peer Support l. Casual Learning and Self-Support l. Formal Learning l. File and Data Management l. Application Development Data source: TCO Comparison of PCs With Server-Based Computing, Gartner, 15 June 2006 5 © 2008 IBM Corporation

IBM Global Technology Services 大綱 § 企業面臨的PC管理難題 § PC生命周期管理才是解答 § 軟、硬體平台整合/部署/管理服務 - Platform Integration and Deployment Services/Software Platform Management Services § SEP - 用戶自我協助服務 - Self enablement portal § VIA - 精簡型終端服務 - IBM Virtual Infrastructure Access Services § 您的選擇-IBM 6 © 2008 IBM Corporation

IBM Global Technology Services 採行 ‘right-to-left’ 策略，有效降低用戶問題的數量及解決成本問題預防措施高自動化解決方案遠端操控解決用戶自我協助硬體送修; 現場支援程師 Help desk services 用戶自我協助服務 Self enablement portal 生的數量 Platform Integration and Deployment 問題數量 Services/Software Platform Management Services factory approach 精簡型終端服務 Platform Integration and Deployment Services/Installs, Moves, Adds and Changes (IMAC) 2 更多的自動化及 IBM Virtual Infrastructure Access Services ü Optimal use of global versus local resources ü Holistic view of comprehensive process improvement ü Pioneering technologies that enable more automation and self-healing ü Providing user tools to enable auto-resolution 軟、硬體平台整合/部署/ 管理服務 1 降低問題發軟、硬體平台整合/部署/ 管理服務 Drivers of value 用戶自我協助低低問題解決的單位成本* 解決問題所耗費時間 US$0–$5 US$15–$45 高 US$70–$350 管理現況最佳化管理 * Figures are U. S. dollar cost estimates per incident. 8 © 2008 IBM Corporation

IBM Global Technology Services 大綱 § 企業面臨的PC管理難題 § PC生命周期管理才是解答 § 軟、硬體平台整合/部署/管理服務 - Platform Integration and Deployment Services/Software Platform Management Services § SEP - 用戶自我協助服務 - Self enablement portal § VIA - 精簡型終端服務 - IBM Virtual Infrastructure Access Services § 您的選擇-IBM 9 © 2008 IBM Corporation

IBM Global Technology Services 設計一個更安全，更簡單，更具成本效益的方法來部署您的終端用戶設備，並保持一致的軟體平台 IBM提供的整合性設計，可應付複雜情況與完整考量設備生命週期的建置、客制化、管理、部署和維護終端設備及其軟體： - IBM Platform Integration and Deployment Services Planning Design Order management Assembly Integration Site installation - IBM Software Platform Management Services 10 Design Support and maintenance Application configuration Application delivery Health check Compliance and security © 2008 IBM Corporation

IBM Global Technology Services PIDS - 協助您更加順暢，有效率的平台整合和部署 Acquisition and tracking Customization and integration § Asset tagging and custom labeling § Hardware and software integration and customization § Asset tracking and reporting § Order management § Original equipment manufacturer (OEM) equipment integration Onsite services § Warehousing, logistics and delivery § Installation § User orientation § Platform removal and return Extended project management § End-to-end deployment management 11 § Data and personality migration Recovery and disposal § Emergency replacement § Asset repair and refurbishment § Disposal/recycle/resale/donation § Data disposal © 2008 IBM Corporation

IBM Global Technology Services SPMS - 協助您客制化、管理和保護您的終端用戶軟體 Software platform design and configuration management § Platform design consulting, creation and customization § Platform migration services § Software platform support and maintenance Software packaging § Customized programming of software instructions for unattended install § Application discovery § Application portfolio management Software distribution § Delivery of software to specific end users using a push or pull distribution method § Security patch and anti-virus signature file management § Platform health check services and compliance services 12 © 2008 IBM Corporation

IBM Global Technology Services 大綱 § 企業面臨的PC管理難題 § PC生命周期管理才是解答 § 軟、硬體平台整合/部署/管理服務 - Platform Integration and Deployment Services/Software Platform Management Services § SEP - 用戶自我協助服務 - Self enablement portal § VIA - 精簡型終端服務 - IBM Virtual Infrastructure Access Services § 您的選擇-IBM 13 © 2008 IBM Corporation

IBM Global Technology Services 企業和消費者對自我協助 (self-service) 的需求日益升高 § 2006至 2008，web-base 的自我協助服務，預計將增長 86 ％ § 同一時期，傳統的電話服務預期會下跌18 ％ 1 1. Yankee Group, Implementing Effective Self-Service to Improve the Customer Experience and Drive Profitability, Sheryl Kingstone, October 2006. 14 © 2008 IBM Corporation

IBM Global Technology Services SEP 結合了創新的入口網頁，安全和直覺式的搜索技術 End user Front end (portal) layer Self enablement portal front end Portlet Login/ authenticate Portlet Top questions Portlet FAQ Portlet Ticketing Portlet Chat Portlet Hyperlinks Portlet Drill down/ triage Portlet Basic search Portlet Search results Portlet Advanced search Portlet Remote control Portlet Inventory scan Portlet layer Web services layer Integration layer Common off-the-shelf knowledge content 20 Inventory scan system Remote Control system Chat system Ticket system Maximo Ticket system e. ESM Ticket system Remedy Customer knowledge content inclusion Common off-the-shelf knowledge content management Search engine Portal LDAP Connector plugs Connectors layer Customer-specific knowledge © 2008 IBM Corporation

IBM Global Technology Services 大綱 § 企業面臨的PC管理難題 § PC生命周期管理才是解答 § 軟、硬體平台整合/部署/管理服務 - Platform Integration and Deployment Services/Software Platform Management Services § SEP - 用戶自我協助服務 - Self enablement portal § VIA - 精簡型終端服務 - IBM Virtual Infrastructure Access Services § 您的選擇-IBM 21 © 2008 IBM Corporation

IBM Global Technology Services 採行 ‘right-to-left’ 策略，有效降低用戶問題的數量及解決成本問題預防措施高自動化解決方案遠端操控解決用戶自我協助硬體送修; 現場支援程師 Help desk services 用戶自我協助服務 Self enablement portal 生的數量 Platform Integration and Deployment 問題數量 Services/Software Platform Management Services factory approach 精簡型終端服務 Platform Integration and Deployment Services/Installs, Moves, Adds and Changes (IMAC) 2 更多的自動化及 IBM Virtual Infrastructure Access Services ü Optimal use of global versus local resources ü Holistic view of comprehensive process improvement ü Pioneering technologies that enable more automation and self-healing ü Providing user tools to enable auto-resolution 軟、硬體平台整合/部署/ 管理服務 1 降低問題發軟、硬體平台整合/部署/ 管理服務 Drivers of value 用戶自我協助低低問題解決的單位成本* 解決問題所耗費時間 US$0–$5 US$15–$45 高 US$70–$350 管理現況最佳化管理 * Figures are U. S. dollar cost estimates per incident. 22 © 2008 IBM Corporation

IBM Global Technology Services 有效降低總體擁有成本的解決途徑異質平台管理綜效不彰高管理成本 Too tactically focused > 70% of TCO ($4, 000* / user/ year) *Gartner -IDC 資安威脅 Need for preventive/ proactive measures Data Theft Virus / Malware 軟體更新/版權風險 Upgrades Patches Threat of Licensing Audits!! 23 Hacking 低使用率 Internal External Phishing -IDC Over-licensing The desktop is the least utilized resource on the network! © 2008 IBM Corporation

IBM Global Technology Services VIA 能有效的降低總擁有成本( TCO ) § Example: Virtual Infrastructure Access 可以協助客戶解省 40% 的 TCO，並在一年後回收相關的投資金額 $M / per year This example illustrates potential costs and savings for “ABC Company, ” with… $30 § 2, 500 end users $25 § 60 sites § Consolidation into two server farms $20 § 150+ applications § Mixture of mainframe and client/server $15 $10 $5 $0 28 Annual TCO before VIA Annual TCO after VIA One-time VIA project cost VIA implementation Software licenses Hardware Support © 2008 IBM Corporation

IBM Global Technology Services 綠色節能的 VIA 相較於傳統 PC, VIA Solution 大幅得解省電力的消耗以 200個終端用戶委例: § 傳統 PC 的電力消耗量: - 200 users X avg 150 watts per PC = 30, 000 watts/hour § VIA 的電力消耗量: - 2 Blade. Center w/HS 21’s 8 GB x 4000 watts = - 8000 watts/hour 200 Thin Clients x 20 watts = 4, 000 watts/hour Together the servers and TCs = 12, 000 watts/hour § 電力解省: - Estimated up to 60 percent per desktop - 30, 000 watts less 12, 000 watts = 18, 000 watts saved/hour 29 每個用戶每年約可節省 NT$382 -$1, 395 (Example assumes NT$1. 77 per KW hour for electricity and a typical day’s device power-on time ranging from 10 hours/day x 240 work days up to 24 hours/day x 365 work days) © 2008 IBM Corporation

IBM Global Technology Services VIA 應用範例 - Deutsche Bank's e. Branch Reference Architecture Users of e. Branch User groups can be distinguished by the following criteria Application usage intensity (Power user, light user) Countries (Spain, Italy, Germany, India) Functional/location (branch, service center, KEBA, help desk) Number of users: • • 30 Users in Spain: ~ 2. 300 Users in Italy: ~ 2. 100 Users in India: ~ 10 Users in Germany: ~ 20. 000 © 2008 IBM Corporation

IBM Global Technology Services VIA 應用範例 - 國內電子業應用實例新竹辦公室菲律賓應用程式列表 § § § § § 美國高雄總公司 Notes R 6 SAP GUI 6. 2 Microsoft Office XP Project 2002 Professional Visio 2002 Auto. CAD 2000 Windchill IE Client FTP Client Internet Explorer WRQ Reflection Acrobat 5. 0 / Winzip / Minitab / Photo. Draw § JMP/檔案總管 /Image. Viewer/Paint § Cam 350 / Or. Cad / Fabmaster / Pro. E 31 © 2008 IBM Corporation

IBM Global Technology Services 大綱 § 企業面臨的PC管理難題 § PC生命周期管理才是解答 § 軟、硬體平台整合/部署/管理服務 - Platform Integration and Deployment Services/Software Platform Management Services § SEP - 用戶自我協助服務 - Self enablement portal § VIA - 精簡型終端服務 - IBM Virtual Infrastructure Access Services § 您的選擇-IBM 32 © 2008 IBM Corporation