The 1990 United States census showed over 2 million home based workers. Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers. The facts are in, knowledge workers are staying home. The Service Desk has to rise to these new challenges, and the pain is real. Find out how your service centers can adapt as support goes home! ------------ For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis. MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/ Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.

1. Support Goes Home ServiceSphere neil.thomas@servicesphere.com Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

2. Agenda Who is a Home Worker? Statistics and Trends Hair loss reasons for the Help Desk “Trouble Me” Policies & Procedures for Home Based Workers Solutions Summary

3. Alone we can do so little; together we can do so much Helen Keller

4. Who is a home worker? What is it? Telecommuting, e-work, Homeshoring, Homesourcing, Telework Working from home part-time or full time Working in remote locations because of job functions Who is doing it? 23% of workers work from home or are given that option 59% believe "part-time" telecommuting is the ideal work situation (includes 38% who think a mix of coming into the office and working from home is preferable, and 21% who say working at home is the best) 73% rarely or never get work done during their commute - despite technologies that allow employees to put in time while headingto and from work

5. Some characteristics Disconnected physically and emotionally Non-Standard Hardware and Software Working Hours often very erratic They never leave “work” Not everyone can “work” from home Many of these people have never actually seen the help desk

6. Typical working “at home”……

7. Statistics and Trends - US 1999 1% were home based 2005 8%.....11.3 million 11% work 11 hours+ in a typical day, only 7% for office based 51% female 2010 much of workforce works remotely at some time Source - US Census Bureau Jan 25 2010 on 2005 data

10. Bosses, peers and colleagues support remote-working programs

11. Employees identify commuting avoidance and productivity of environment as benefits to using remote- working programs

12. The top three reasons to work from home according to survey respondents are to save gas, be more productive and have fewer distractions

13. Regardless of region, weather was the No. 1 reason (71.7 %) respondents gave for wanting to work remotelyPress release: Survey of information workers commissioned by Microsoft Corp. through 7th Sense LP (March 10 2009)

14. Example - British Petroleum BP $26 billion profit 2009 84,000 Users of IT Globally 70,000 PC’s of which 85% are laptops 23,000 contractors (support, maintenance, contract etc…) Home working encouraged

16. Reduced building & facility cost

19. In US 90% of adults use a mobile phone (Gartner 2010)

20. From “Push” to “Pull”….Employees define their own technology solutions

21. Rise of social media and on-line communities

22. By 2015… 30% of skilled workers in developed countries will be independent agents (Gartner)

23. 30%+Remote collaboration with people they have never met

24. Business use mirrors social use of technology (children & twenties)

26. The Big Issues Availability of Support Back-ups Data Security Availability No control over configuration

27. “Trouble Me” Support desk feels handcuffed that they can’t just go and fix things Homes with more than one computer and the family “sharing” Dad or Mom’s Work computer Securing Home Computers and be difficult Tracking assets that are offline or disconnected or traveling VPN’s

28. “Trouble Me” Intranets Email large attachments Group Conference Calls (expensive) Mobile Phone sync Issues Users in Hotels Lost files and drives

29. “Trouble Me” Newer OS’s are more secure, so even tougher to support remotely with remote tools Software Licensing Home based users could even use “lack of adequate” support as a reason for poor performance

30. Policies – Define It

31. Policies - Requirements Define the Home Office Requirements A good office phone with a voice-mail system capable of forwarding incoming calls from desk to home office A reliable and fast Internet connection (specify a minimum) VPN access to the corporate network An intranet that gives access to the information needed for daily job functions Teleconferencing tools Presentation-sharing tools Applications that work remotely An instant-messaging (IM) client on which the team standardizes

32. Policies – Access & Support Define Support Hours, access and methods Define SLA’s for home based users Update Service Catalog offering to include optional home based operations for support What do you support? Just company equipment? All equipment to do the work? Telephone?

33. Policies - Education Establish eLearning for key applications, tools & skills Create Learning Support Managers to help individuals grow “Instant Mentoring” for help on specific topics Resource libraries/tools/knowledgebases for applications, tools etc Right Answers Establish community groups to help other employees, either for tools or for applications and business practice

34. Policies – Support Baseline equipment at home Tie back to dependent systems for impact analysis Make sure that all other reports do not take into account external home based users when using external vendor support Spare Laptops and images on hand for Overnight Deployment Create a home user support specialist who is familiar with Home Based Users and their issues Inventory of all home based users environments from type of internet connection, provider to the type of Mouse used, document it so you can support it, even a picture of the remote work space can come in handy Create a home based user web page or social networking group for communication

35. Example - British Petroleum BP Senior Exec’s receive physical support if required Business applications (where possible) are delivered through the browser e.g. Outlook via WEB, SharePoint applications….etc Applications and hardware supported, network not Significant applications MUST run on a BP device Data protected with an enhanced legal agreement “PC on a Pen” Use “Go to Assist” (Citrix on-line)

36. Solutions - Applications Incremental online backup solutions, e.g. Mozy Move to cloud based applications/SaaS A major product direction for many vendors SaaS Showcase – Software as a Service Resource Center http://www.saas-showplace.com Cloud based Office applications: MagicalDesk nDesktop Office Live Workspace Beta (Microsoft) Google Apps Designed to be platform independent Major cost reductions in delivery Update policies and procedures to reflect cloud based approach

37. Solutions – Remote Support Web based services such as Go to Assist Big name players Microsoft, Symantec, LANDesk etc provide great remote control features Desktop management solutions need to include client side footprints that can talk back to the main office via the web Desktop Management solutions need to include antivirus and security Remote Management login me in GoToMyPC Plus many others….

38. Solutions - Organisational VOIP Lines (Vonage offers business plan with higher support SLA) Desktop Management Solutions Major Vendor Support Contracts e.g. Dell, HP, Gateway Local Support Contracts through Retail Vendors *Make sure to keep the SLA on file attached against supported user Geek Squad Local Shop Note: The employees neighbor who is good with computers is not a support option!

39. Solutions - Procedural Local Ensure that employee contracts define what is, and is not, permissible, for example; Confidentiality, security and data protection The home worker will ensure the confidentiality and security of any information they are required to work with in the home, in accordance with their existing contract of employment. Such information will not be accessible to family or visitors of the home worker. Data stored on computer will be backed up according to the regime agreed with the home worker’s line manager. Anti virus software must be installed and regularly updated on all home office computers including laptops.

40. Solutions – Procedural 2 Implement Virtual Machines Do not UNNECESSARILY give users admin control of their PCs Use a configuration management tool to enforce (and continues to enforce) the standard configuration Block the users ability to perform back ups or transfers to external drives Perform ID checks by using validation rules in the VPN

41. Tools to stay in touch VOIP Instant Messaging PDAs/Smart Phones Phone conference Video conference Web conference Wiki Collaboration technology

42. Summary Home based users will continue to grow Within 10 years every IT worker will talk to the cloud from some type of device Move to applications that are delivered through the cloud Supporting people who you can’t walk over to is much harder on everyone Use Tools on your side and the home users side to divert disaster

43. Full Circle….. 70 years ago, it all started with a simple sentence “There’s no place like home”