twenty-eight | tools
Reductions in incident resolution time Gartner research predicts So what next?
Low-level confi guration delta
that HVD or thin-client
Irrespective of one’s view as to the validity, or
identifi cation can be pinpointed
automatically
based architectures will
otherwise, of HVD architectures, they are now
a reality in many IT shops and are likely to be
Roll-backs to periodic snap shot positions
account for up to 15% of
far more widespread over the next few years.
now an option
Proportion of critical desktop-related issues
the worldwide distributed
When considering whether or not to take the
virtual plunge, it is recommended that you:
will increase computing estate by 2014. Evaluate the adoption of thin-client based
Server outages and service performance options with an open mind
degradations will impact more users by Recognise that they are not a magic pill, but
defi nition, as they are more dependent upon they will solve some problems
centralised architecture Suggested Reading Deploy them where they make sense
Hardware provision to the individual to Role elimination is the surest way to realise
become an optional extra/benefi t in kind/perk Interested in hosted virtual desktop (HVDs)? cost benefi ts (otherwise work expands to fi ll
of the job Then it’s worth checking out these research the available time)
Kiosk models are now viable reports by Gartner: Revisit kiosk models and hardware agnostic-
User procured and maintained hardware ‘Total Cost of Ownership Comparison of sourcing options now that the technology has
is as good as any other alternative PCs With Hosted Virtual Desktops’ – 4 Aug fi nally caught up.
2008 (G00155498)
Management tools ‘Emerging Technology Analysis:
to support virtual
Hosted Virtual Desktops’ – 17 Feb 2009 Rob Addy is a research director with Gartner,
environments are still
(G00164950) covering IT infrastructure support services
‘Dataquest Insight: Growth in Thin-Client across EMEA where he advises organisations
relatively immature so
Terminal Markets Points to a Fundamental on a variety of support and outsourcing
the biggest issue with
Shift in Computing Architecture’ – 2 Oct related areas. He is also the author of
2008 (G00160724) ‘Effective IT Service Management: To ITIL and
HVD environments at the beyond!’. See www.gartner.com and www.
moment is the lack of
effectiveitsm.com for details.
quality tooling to manage
the whole process end-to-
end
Support team restructuring
Centralization/down-sizing
Increased focus on application
management, etc
Increased competition within the outsourced
desktop support market
India-based providers will no longer be
as handicapped by their limited in-country
presence
Downward price pressures on ongoing
operational costs
Potential for new entrants into the desktop
support services market
Regus? EasyOffi ce? FlexiOffi ces? Etc
Rate of new technology adoption may
increase
Simplifi cation of new software version
roll-outs
Development projects no longer
concerned with the delivery channel
august.september | 2009 www.supportworld.co.uk
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