Supporting end users and their devices has always been a pain, but over the years most organisations have put in place sound processes for managing it. Is it still an irritant for UK IT leaders, and is there a worthwhile cure?
We wanted to see whether this was the case and test our supposition that DaaS (Device-as-a-Service) could be the answer. Total commissioned an independent organisation to ask UK IT directors about the problems they face in managing end-user computing. They invited around 250 people to participate in a short online survey, and got 70 responses.
The results were interesting. Despite having a good set of people, processes and technology in place, most respondents clearly felt that too much time was spent managing end-user devices, and 77% said time was spent resolving minor and avoidable issues.
Although we felt that DaaS could have a role to play, we wanted to avoid survey bias and so didn’t mention it until later in the survey, after the section on problems had been completed.
We found that use of DaaS was low. Although it’s still a relatively new thing, this seems to have more to do with a very low awareness of DaaS, and the IT industry evidently isn’t doing a very good job of communicating it.
This is borne out by some of the comments in the survey. There’s clearly some confusion as to exactly what DaaS is, with respondents unclear where it fits in relation to concepts like Citrix and VDI, or why DaaS is different from simply leasing equipment. Others felt that DaaS would only apply to companies much larger than themselves, while in reality it can work for almost anyone.
Part of the confusion stems from the fact that different vendors mean different things by DaaS – and some of those things are little more than leasing by another name. At the moment HP’s DaaS is, by some way, the most advanced service.
As with other ‘as-a-service’ models, HP DaaS simplifies the job of internal IT. For example, by pro-actively warning of impending hardware failure, with incident resolution by HP engineers. Monitoring can include non-HP devices, to provide a single view of your whole device estate. This will also show actual device usage, by user, enabling you to accurately match devices to user needs.
Should you be using DaaS? Only you can answer that, but this survey suggests that for most organisations it could improve the support and management of end-user computing.
Is it worth it? It’s hard to give a binary answer to that, but almost all our respondents put a ‘per user, per year’ value on the potential benefits of DaaS (the lowered IT workload, reduced downtime and improved quality of service) that is equivalent to the entry-level cost of HP DaaS. While almost 20% put that value at higher than the cost of HP’s premium DaaS service.
If you have a say in your organisation’s management and support of end-user computing, then I’d suggest that the survey’s findings are well worth a quick read – and if you’d like to see DaaS in operation contact us.