Mac@IBM Keynote Highlights | JNUC 2015

[email protected] Keynote Highlights | JNUC 2015


It’s great to be here and get to share
with all of you some of the great work that the [email protected] team has been doing
at IBM. Our job is to create a productive environment for IBMers, where great
people want to come to work and we can attract and retain top talent. We really view the Mac and IBM program as driving culture transformation as IBM pivots to
a more agile enterprise. The thing that’s kind of really interesting
for us in IT, is 40% of those 500,000+ people will never come into
a traditional IBM office. That’s either because they’re
working at home or they are co-located out with customers, as part of IBM’s
strategic outsourcing business, but it does present some kind of unique
challenges from IT. So let’s talk about the Mac and IBM program. There had, I think, always been quite a lot
of built up demand for people that wanted to use
Macs at IBM, and we certainly in IT, wanted to be able to offer Macs to people.
What we came away with was, this is what we think we saw at Apple and this is what
we wanted to bring back to IBM and see if we can make that work for us.
It was really this kind of three-pronged approach of giving people the right devices,
in this case Macs and iOS devices, and manage those assets in a modern way
but manage your laptop in a way that’s a lot more familiar or
consistent with the way that mobile devices are managed today. Things like cloud
based provisioning, zero touch enrolment, App Stores, user profiles, “can I throw that
laptop into the ocean and go buy another one, and have everything magically reappear
on it.” Then drive self-sufficiency and simplification in
the environment, such that people are just not having as many problems and
don’t have as many reasons to call the help desk. When we say Mac and IBM it really,
and you’ll see in a minute, it involves a lot more than just giving
people Macs, if we just buy Macs and support them the way we support PCs,
that’s not what we are going for. So we said we need to find a way that we
can do this cost neutral to IBM and these are the things that we will
measure as we look at this. This is something people want. It makes them
happier, it makes them more productive, and increasingly we see it as a competitive disadvantage not to
allow employees to have choice in this space. Success would look like if you’ve
got a Mac at IBM, that it would be in a shrink wrapped box – because we’re not
going to use an image – and there would just be sticky note on it with the URL.
That would be the sum total of the instructions that you would need to get
your Mac up and running. We opened it up to all employees to have choice,
and said if you’re due for a new machine, and you wish to have a Mac you can have it,
and this is what the process looked like on June 1st.
We were really thrilled with it. It worked, we didn’t need to have an image
because all of the things that you would normally, traditionally do in the context
of an image we were doing at time of enrollment with Casper, and then at the
end of it would display this picture and say “here all the things that we did” –
We installed Lotus Notes, at the same time, the VPN client, put the wifi certificates on, set
the password policy, turned on disk encryption, install Java etc etc…
The other thing we thought was, well if we are not having an IBM image of OS X, and
you’re going to get a shrink-wrapped Mac, because we’re buying the same Mac that
you can wander into any Apple Store and buy yourself, how do we preserve
that excitement and that experience that you get from apple.com? Even when you get the device, taking
the shrink wrap-off and opening up for the first time. How can we mirror that
experience in the enterprise? We have done some work so
if you do choose a Mac, we send you an email when it’s on its way to you,
send another email when it arrives, and then send a follow up email reminding
people “here’s how you get help if you do need any help”. All of these things
drive the experience. But they’re really designed to avoid a
situation where people call and say “I just got my Mac how do I set it up?”
By the way we do use the Self Service app as the one and only way that software is
distributed to our Macs. I talked about managing laptops more the
way you would expect mobile devices to be managed, and that’s something that Self Service
really gives us, because there’s no more confusion about having multiple app stores or distribution points or shared folders. The other thing it does for us, is it really
simplifies a lot of that process. We did also make a fairly important decision
that the support model was really key to this whole program and rather than take
people who are already supporting PC’s and dub them Mac support, it was
really important to hire people that loved the Mac as much as the people who
are going to be using them. So we’re deploying about 1,900 Macs per week,
that plus the iOS environment, is about 130,000 devices. It’s a total staff of 24 people,
fewer people than we would see in a traditional PC support model. So you
would probably expect to see really poor CSAT right? They’re probably inundated
with calls, you can have long wait times, and yet what we see is 85% CSAT,
by the way it’s 90% overall satisfied or very satisfied with the
skill level of the person they spoke to. 5% of the Mac users ever call the help desk.
40% of our PC users call the help desk. So because of the way that
we’re deploying them, there are just simply fewer problems – and also the Mac
itself right? So the business case so far: As I mentioned we started June 1st, so
some of this is still a work in progress. What I would say is
the longer that this program runs, the more compelling the business case becomes. I don’t have a dollar figure on here yet that
we’re ready to share but I can confidently say every Mac that we buy, is making and saving IBM
money. Thank you all for your time.