Infosys TechCompass #23 - Digital Workplace Services - Device infra and life cycle management
January 11, 2023
One-size-fits-all devices are gradually becoming persona-based, multitouch-enabled, and purpose-built computers. End users can now choose among form factors, operating systems, and peripherals that suit their work and personal profiles, with the option to bring their own devices.
End user computing embraces cloud computing by shifting into cloud-native provisioning, unified endpoint management, applications, and policy management, with platforms like Microsoft Endpoint Manager, VMware Workspace One, Apple MDM, Casper Suite, Google Enterprise, Ivanti, and IBM MaaS360.
The ransomware attacks brought limited vulnerability management into the mainstream with Qualys, PatchMyPC, Rapid7, Flexera SVM, Microsoft ATP TVM platforms, and cloud-based automated patching for clients. Enterprises shifted to IT service management (ITSM) workflow-integrated enterprise app store like Company portal, Munki, Chocolatey, and Ivanti Portal Manager for self-servicing purposes.
On the virtual endpoint area, cloud-based SaaS offerings become mainstream, pushing back datacenter-hosted on-premises solutions. Microsoft AVD, W365, Citrix DaaS, Amazon workspace, Workspot, and Nutanix Frame are the few among many that drive the adaption in this space.
As the enterprises move from SLA to XLA, the experience management plays a key role in measuring and enhancing digital experiences by AI proactive monitoring, self-heal, and self-help. This is supported by platforms like Nexthink, Aternity, Nanoheal, 1E Tachyon, and Lakeside DEX.
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Enterprises increasingly migrate their existing on-premises applications and related platforms to the cloud. The result is an increased adoption of cloud-native endpoint management platforms and open frameworks.
Advanced native endpoint management platforms like Microsoft Endpoint Manager, VMware Workspace One, Apple MDM, Casper Suite, Google Enterprise, Ivanti, and IBM MaaS36 drive the adoption, while cloud-native open-source services like Chocolatey, Munki, and Winget aid application deployments.
Automatic patching helps first party products, while cloud AI solutions such as Qualys, PatchMyPC, Rapid7, Flexera SVM, and Microsoft ATP TVM minimize vulnerability in third party software. Many companies have shown interest in transforming to cloud DaaS and virtual endpoints.
An energy distribution giant with 80K endpoints spread across Europe was facing challenges in provisioning computers for end users. It partnered with Infosys to transform to modern device provisioning and management using Microsoft Autopilot and Endpoint Manager. The firm can now provision and manage end user devices anytime, anywhere, with complete security and high user satisfaction.
XLA requires an integrated platform to capture user experience at various levels - onboarding, device, service and incident handling, and wellbeing experience, and self-service and self-heal services to the end users. Infosys has partnered with experience management providers, such as ServiceNow, Nexthink, Nanoheal, SysTrack, 1E Tachyon, Aternity, and Qualtrics, to embrace this challenge.
A material handling enterprise having 10K endpoints spread across Europe implemented an integrated digital experience platform. The firm reduced 50% tickets by enabling self-service and self-healing applications and AI-enabled device experience platform. With this, its user experience score increased multifold.
Find more about these trends and their use cases here.
Read our 2022 DWS TechCompass to know more about the key trends.