Keynote Day 1: There is No Step Three

Presentation from JNUC 2018, the world's largest rally of Apple IT administrators.

Session:
Keynote Day 1: There is No Step Three

Presented by:
Dean Hager, Jamf

View all session slides, recordings and more at https://www.jamf.com/events/jamf-nation-user-conference/2018/.

Transcript

2. Dean Hager
4. “ “ JNUC 2017 was definitely one of the tech highlights of my life so far. I truly felt empty when it was over.
6. ® THANK YOU A special to our sponsors Petabyte Sponsors Gigabyte Sponsors Megabyte Sponsors Terabyte Sponsors
10. Step One
11. Step Two
12. Step Three “ “
13. Step Three “ “ There is no step three.
18. Dave Alampi Beth Tschida
19. Jamf 100 Course Free online course | 40,000 unique users Certification now available
20. 100 200
21. 100 200 300 400
22. 3,000 8,000 Last 12 
 Months All Time Certifications 2,000 500 Instructor-led Courses
23. 4.82 4.48 Instructor Overall Jamf 3.50 3.85 Similar Companies * On a 5 point scale
33. Fletcher Previn
35. Fletcher Previn Chief Information Officer, IBM
36. 1933 Meat Slicer 1956 5MB Hard Drive 1969 Moon Landing 1995 Lasik Eye Surgery 1952 Mainframe Computer 1974 Barcode 1981 Personal
 Computer 2017 50 Qubit Computer
37. IBM at a Glance 35,000 contractors 400,000 IBMers worldwode 170 Countries Represented By IBMers 51% of IBMers have Less than 5 years of service 30% of IBMers work remotely 365,000 full time employees
38. CIO 42% GBS 30% GTS 28% 87% FULL-TIME 1% VENDORS 11% CONTRACTORS 1% SUPPLEMENTALS 1000+ IBM locations globally 12,290 employees total CIO at a Glance
39. 7,000 printers deployed worldwide to IBM offices 1,900,000 tickets at the Help Desk each year 35,000 new hires on-boarded in over 17 countries 537,000 laptops under management IT@IBM
40. We provision 150,000 laptops per year Current mix of the 537,000 laptops deployed at IBM: MS Windows Windows 7 Pro & 10 Enterprise macOS Deployed since June 1, 2015 Linux Primarily for “Privileged Users” 66% 9% 25% Laptop Distribution at IBM by Operating System
41. Design Engineering Innovation Agile Our mission is to create a productive environment for IBMers by: CIO Mission • attracting and retaining top talent • enabling a cognitive enterprise • protecting IBM and customers’ data
43. Good design is good business. - Thomas Watson, Jr., 1956
44. The Importance of User Experience When did it become ok to live like The Jetsons at home and The Flintstones at work?
45. The state of IT is a daily reflection of what IBM thinks and feels about its employees. - Fletcher Previn, CIO
46. The product is the experience, and the experience is the product.
47. EMPLOYEE CENTRIC IT CIO@IBM From Enforcer to Enabler Enable self-service and ease of use to dramatically improve employee satisfaction Manage laptops like mobile devices (no image) Underpowered workstations shift expense to the support & lost productivity costs Modern Devices Modern Management Self Service
48. PROGRAMS OUTCOMES ▪ Design-infused organizations don’t need adoption & enablement teams ▪ Large scale global deployments with minimal IT support ▪ Improved employee engagement and satisfaction with IT ▪ Visible demonstration of changing the way we deliver IT services to IBMers CIO AT IBM Simplicity is the New Model for IT Delivery PC@IBM Mac@IBM Office@IBM Box@IBM Intranet
50. Enterprise Employee Directory: 500K+ Lookup Per Day BluePages Before After Employee lookup is the #1 activity on our intranet (yet it had not been updated in 12 years)
53. Walk-up service & appointments Vending IT Peripherals Hosting events A New Support Model 13 locations world wide Help@IBM ThinkDesk
54. IBM CONFIDENTIAL
58. Jun 15 Macs Deployed Sep 15 Dec 15 Mar 16 Jun 16 Sep 16 Dec 16 Mar 17 Jun 17 Sep 17 Dec 17 Mar 18 Jun 18 Sep 18 0 150k 50k 100k Mac Enrollments & Support Tickets 2015-2018 134k 2% 5% Support Tickets as a % of Mac Population at a Midpoint of Each Month
59. Total Number of Help Desk Support Tickets Aug 2016 Aug 2017 Aug 2018 155k 118k 94k 20% YoY 24% YoY
60. Mac@IBM Launched June 1, 2015 78 Total worldwide macOS/ iOS help agents 277k macOS & iOS devices deployed 134k 40k 90k 6% 14% Mac tickets that go to desk side support Win10 tickets that go to desk side support FCR Mac Win10 91% 86% Poor Excellent 78.9 Mac Help Desk NPS 76 Win10 Help Desk NPS
61. Mac Enrollment
62. PC Enrollment
64. We value this community
65. Announcing open source for mac@IBM github.com/ibm/mac-ibm- enrollment-app
66. IBM Think 2019 https://www.ibm.com/events/think/
67. Thank you Fletcher Previn, IBM CIO
69. Rachel Kjos Joel Rennich
78. Brad Anderson
84. Apple Experience Microsoft Enterprise
86. Andrina Kelly
89. Martin Lang
90. Apple@SAP
93. Don Montalvo Jamf Nation Honor Roll
94. Don Montalvo Emily Kausalik-Whittle Jamf Nation Honor Roll
95. Emily Kausalik-Whittle Steve Wood Don Montalvo Jamf Nation Honor Roll
96. Steve Wood Balmes Pavlov Emily Kausalik-Whittle Don Montalvo Jamf Nation Honor Roll
97. Balmes Pavlov John Mahlman IV Steve Wood Emily Kausalik-Whittle Don Montalvo Jamf Nation Honor Roll
98. Don Montalvo Emily Kausalik-Whittle Steve Wood Balmes Pavlov John Mahlman IV Jamf Nation Honor Roll
99. Bill Cheney Bob Lessinger Brian Rowse John Wetter Joseph Kosowski Mark Eley Michael Woodward Mike Arsenault Todd Ryckman “RC” Candidate Program
108. © JAMF Software, LL THANK YOU!