WHITEPAPER

The Office of
the Future
Next Generation End User Computing
Innovation, Collaboration and Creativity will ensure better workplaces for the future
WHITEPAPER

Table of
Contents
02
03
05
05
06
10
11
11
12
13
Introduction: Personal Computing’s Reincarnation
Portable Desktop and its Location
Technologies Empowering the Smarter Workplace
Why do we need a Smarter Workplace?
Key Elements for Development of a Digital
Enterprise and ‘SIXMIX’ Framework
Digital Workplace: With the right partner
Zensar Solutions Overview: Next Generation
End-User Computing
Value Proposition
Use Case: Effective EUC Solutions for a Leading
Pharmaceutical Company
The Last Word: Office of the Future

Personal Computing’s
Reincarnation
The personal computer (pc) is not dead, but desperately needs to
be overhauled. The bastion of personal productivity in business,
this uniform computing model (the same utilitarian desktop
profile for every user) is generationally obsolete. End-user
emphasis on personalization is a prominent driving factor for
this. Examples of this include:
• Connected and Collaborative: The advent of multiple wired and wireless
broadband options transformed the PC from being an isolated environment
with narrow means of collaboration (e.g., store-and-forward email) to being
part of multiple communal systems and cloud services. As such, the PC
experience for end users is no longer defined exclusively by applications run
locally, but also by access to remotely hosted applications. Additionally,
software proliferation is on steroids. Stimulated by specialized departmental
needs, open source collaboration, publication of application programming
interfaces (APIs), and the establishment of app stores, an era of end users
personalizing their desktops has been ushered in—frequently with an eye
toward enhancing their information gathering, productivity, and collaboration
capabilities beyond those authorized by their employers.
pg | # 02

• Multi-device, multi-platform: The PC is no
longer the only tool in end users’ productivity
toolboxes. Smartphones and tabletscompany-supplied
and user-owned-compete
for end-user face time. Not only are there
more devices in use—diversity in make and
model is the norm. Furthermore, with the
galloping trend of bring your own device
(BYOD), this diversity is compounding.
While seemingly a positive
idea—personalization to release end users’
inner creative potential—the operational
dark side bubbles up too. From an IT
perspective, desktop management and
helpdesk duties are creeping upward; yet,
efficiency and effectiveness are in a catch-up
mode. Security and compliance professionals
are equally behind in confidently and
comprehensively answering “where is our
sensitive data now?” Consequently, a
retooling of the PC model is overdue; not only
to support the agility and personalization
requirements that end users and businesses
covet, but also to lessen the burden and
expense of lifecycle desktop management,
and to fortify security.
Portable Desktop and its location
Common among alternative personal
computing models is the concept of a
portable desktop. The portable desktop
contains the entire software stack of a
traditional physical PC (i.e., operating
system, company-selected applications
such as Microsoft Office suite,
user-selected applications, and user files
and configurations). This software-only
desktop is portable in the sense that it is
not bound to one hardware device.
Rather, the portable desktop can be
hosted on other compatible hardware
devices. The role of the host hardware is
to power the portable desktop
(electricity and computing resources) and
function as the interface to peripherals
and communication networks.
Operating System
pg | # 03

With the desktop portable, improving desktop management
and reducing instances and length of end-user productivity
disruptions are possible. For example, if the host device is lost
or stolen, the portable desktop (provided a back-up exists) is
replicated on a replacement host device in less time than
provisioning a replacement physical PC. Similarly, if the
operating system or application software becomes corrupted,
a ‘golden image’ of the corrupted software facilitates rapid
recovery.
While there are important portability differences across
alternative personal computing models (e.g., range of
compatible host devices), which will be discussed later, the
portable desktop’s location is equally important. By location,
meaning two locational dimensions: within the host device,
and proximity to the end user. The first, within the host
device, refers to whether the portable desktop operates
directly on top of the host device’s hardware (native; no
hypervisor) or on top of a hypervisor. Additionally, there are
two types of hypervisors: Type I hypervisor (also referred to as
bare metal), which runs directly on the host device’s
hardware, and Type II hypervisor, which runs on top of the
host device’s operating system. Exhibit 1 below illustrates the
locational differences in relation to the host device’s
hardware layer.
Exhibit 1: Portable Desktop Locational Differences within the Host Device
Portable
desktop
Host Image
Host O/S
Portable
desktop
Hypervisor
Host Image
Host O/S
Portable
desktop
Hypervisor
Hardware
Hardware
Hardware
Source: Frost and Sullivan
The ‘within the host device’ implications are:
• Performance Degradation: Two performance implications
associated with hypervisor-based models are the
virtualization and contention caused by multiple active
desktops vying for the host device’s hardware resources. In
practice, the magnitude and variation in performance
degradation are partially controllable through technology and
architecture (e.g., optimizing hypervisor operation, and the
interplay with the host device’s hardware), and by good
desktop management practices in sizing and configuring the
host device’s hardware infrastructure based on realistic
workload requirements; and then actively monitoring and
managing this shared infrastructure.
• Security Risk: The host device’s operating system and
hypervisor operating below the portable desktop represent
reams of security risk. As software, the operating system and
the hypervisor are vulnerable to hacker exploits. Additionally,
each is potentially outside the direct and continuous control
of the issuing agent of the portable desktop (i.e., the IT
organization); for example, in a BYOD (user-owned device)
circumstance or in a subscribed service instance, such as
desktop as a service (third-party environment). Also, similar
to other forms of software, the likelihood and severity of a
security incident or incidents is unpredictable and changeable
over time. Nevertheless, security risk exists and should be
evaluated relative to the sensitivity and criticality of the work
performed through the portable desktop.
As in real estate, location also matters in the portable desktop.
Distance between the end user and the location of the hosted
portable desktop can negatively impact the end-user
experience. Similar to performance-affecting contention of
the shared computing resources in ‘within the host device,’
traffic congestion on shared communication networks can
also be performance impacting. Technology and management
proficiency assist in curbing performance fluctuations and in
reducing instances of unacceptability across the network
connections between end users and portable desktops.
pg | # 04

Technologies empowering
The Smarter Workplace
In today’s dynamic business scenario, companies are constantly transforming the way they manage business assets,
employees, and their customers. The need for real-time information for faster decision making processes as well as managing
remote employees and individual workers is essential. Enterprises demand a more intelligent workplace management
technique to enable Smarter Workplaces.
Context Aware
Operations
Exhibit 2: Workplace
Community Centric
Collaboration
Why do we need a
Smarter Workplace?
Digitization of an enterprise is a key aspect in the
development of smart workplaces. With the global economic
pressure to lower the cost of operations and services and to
improve business efficiency to stay competitive in the market,
outsourcing, and offshoring business activities across the
globe, is a common practice. However, this effort by
enterprises lacks the technological support that could
effectively bridge the gap between business operations and
customer demands.
On-Demand
Service
Unified Information
Stream
Source: Frost and Sullivan
Transforming a traditional business operation
into a digital enterprise warrants
transformation in every segment of the
business processes.
Until now, the internet is the only technology that has been
strongly leveraged by enterprises to communicate with the
world. However, the recent disruption by several technologies
together from various domains, such as data management,
analytics, social media and mobiles, provide the opportunity
for enterprises to expand capability from only communication
to better understanding of the market demands and business
operations for effective strategy implementation.
pg | # 05

Key elements for development of a
Digital Enterprise and ‘SIXMIX’ framework
Frost & Sullivan has identified six key areas for technology implementation (diagram below) within an enterprise.
Exhibit 3: Six key focus areas for developing the Smart
Enterprise Framework
Cyber Security
Analytics
Distributed Data
Source
Collaborative
Data Respository
Interconnectivity
Remote Data Access
Source: Frost and Sullivan
Companies need to identify the key elements of transformation faster and apply
strategies for better engagement and interaction with their customers.
Disruptive technologies across these six areas have the power to completely
transform an organization’s capabilities in terms of innovativeness, manageability
and efficiency.
With an in-depth understanding of the transformational areas, Frost & Sullivan
introduced a novel framework called ‘SIXMIX’ a combination of six key technology
elements that are essential for a digital workplace to operate efficiently and help an
organization gain a cutting edge over its competitors.
pg | # 06

Exhibit 4: SIXMIX Framework
The SIXMIX Framework
Degree of Importance
Security
Intelligence
X-as-a-Service
Mobility
Internet of
Things
X-eXperintial
Learning
Six Key Elements of a Digital Enterprise
Source: Frost and Sullivan
Security
• Frost & Sullivan has identified security to be the
foremost requirement of the SIXMIX framework.
Proactive measures are required for securing access,
networks, data, applications, and the perimeter. This is
key to achieving the smarter workplace of the future.
• Cyber-attacks result in compromised confidential
information, network outages, and loss of control over
essential computing resources. With the increase in
digital applications, mobile users, process automation,
and wireless network usage in workplaces, attack
surfaces are increasing as well. Cyber attackers scan these
surfaces for vulnerabilities which they can leverage to
infiltrate, steal and abuse data and computing resources.
Did you know ?
91% of enterprises have suffered a
cyber-attack recently, out of which
9% were targeted attacks. Primary
aims of such attacks have been
infecting networks, stealing
confidential information, and cyber
sabotage.
pg | # 07

Intelligence
• With the increasing complexity of business operations
and the dynamic demands of the market, analytics is
rapidly becoming an integral part of organizations
irrespective of their size. Business Intelligence solutions
are deployed at all organizational levels, ranging from
understanding customer demands by the marketing team
to daily business operations and monitoring processes
across the value chain.
• The increasing adoption of analytics and data
management technologies, such as Big Data Analytics has
made them compelling enough to be included within the
six essential elements of an enterprise. They act as major
facilitators for real-time data, which is one of the key
requirements for a digital workplace.
Did you know ?
USD 55 Bn market is expected for Big
Data Analytics by 2018. This huge
market size will be achieved with
support from technologies, such as
cloud analytics, predictive analytics
and business intelligence, which are
rapidly penetrating the enterprise
sector.
XaaS
(Anything-as
-a-Service)
• Anything-as-a-Service (XaaS) is a cloud computing
service that provides most of the key computing
resources as services. Cloud computing technology is
expected to be a key enabler of futuristic workplaces. This
has made cloud services an integral participant in the
SIXMIX framework.
• Using key computing resources as services on demand
offered by XaaS could enable enterprises to radically
reduce IT expenses. Cloud delivers the flexibility to use
essential resources, such as applications, storage, security
and so on to be used and controlled from anywhere in the
world to create global enterprises.
66% organizations are using cloud
computing services to integrate
technologies for futuristic business
applications on a collaborative
platform.
Mobility
• Adoption of concepts, such as ‘bring your own device’
(BYOD), ‘bring your own application’ (BYOA) and ‘bring
your own anything’ (BYOX) is growing among leading
enterprises. Using personal devices and applications will
be the preferred working conditions in future
workstations.
• Allowing employees to use personal devices and
applications of their choice will result in higher
productivity. Enterprises on the other hand, can save on
infrastructural expenses for IT. The use of mobile devices
and personal applications delivers the much needed
flexibility to employees to work from anywhere, anytime.
51% of the enterprises in the US have
well-defined mobility strategies,
policies and are undertaking
initiatives for mobile adoption.
pg | # 08

Internet Of
Things (IOT)
• Internet of Things (IoT) is a technological revolution
aimed at adding a new dimension to the world of
information and communication technology by
embedding short-range mobile transceivers into gadgets
or things used in everyday life. It is already signaling
transformation across industries and is expected to bring
changes more significantly in the coming years.
• Convergence of objects and enterprise assets with
computing technologies through the Internet-of-Things
could help in bridging the gap between the physical
environment and the digital world. With the movement
toward digital workplaces, IoT will be an ideal solution for
enterprises in the long term, considering its adoption rate
at present.
Did you know ?
50 Bn connected devices are
expected by 2020, building a fully
networked society. At present, there
are more than 12 billion objects
connected through sensors across
the globe.
eXperiential
Learning
• For the last element of the SIXMIX, Frost & Sullivan has
reserved this place for every X-factor of an enterprise
system. Apart from specific technology implementation,
there are several elements constantly emerging in the
information and communication domain that enrich the
data quality and improve the overall business processes.
• External sources of data, collected from social media
connections and unified communication systems help
significantly improve data quality for an organization.
New concepts like Dark Data (operational data that is not
being used) could also help in improving the accuracy of
business operations. All these factors help in constant
collaboration and co-creation of new concepts; thus, it is
considered here in the SIXMIX framework.
78% of enterprises in US use social
media platforms for improving their
online presence and brand image
and for better communication with
their customers.
Today’s intelligence solutions only provide the opportunity to represent data to the
management team for formulating strategies. The framework will enable enterprises
to automate the decision making process and implement strategies in ‘real-time’ that
is important for a dynamic market place. Transforming strategies based on customer
needs in real-time could help organizations gain huge competitive advantage in a
smarter way. In order to achieve the smooth transformation to digital workplace and
Smart Desk, it is essential to find the solution partner that is able to impact the future
of the enterprise.
pg | # 09

Digital Workplace
with the right partner
Technology implementation trends have changed drastically over
the past few years for an enterprise. Rather than supporting only
‘in-house’ paperwork, technology is slowly becoming a key
business enabler through innovation. Disruptive and emerging
technologies in the information and communication domain are
constantly expanding capabilities and opportunities for
enterprises. For enterprises to be successful in this journey, it is
crucial to have the right digital transformation partner.
Zensar Technologies is a leading digital solution and technology
service company that specializes in partnering with or enabling
leading enterprises across industries on their Digital
Transformation journey globally. Zensar offers comprehensive
range of digital and technology services and solutions to enable
its customers to achieve superior business performance. Through
its technology solutions, Zensar is uniquely positioned to help
clients surpass challenges of running existing businesses most
efficiently, helping in legacy transformations, and planning for
business expansion and growth through innovative and digital
ways.
Next Generation
End-User Computing from Zensar
The traditional workplace is quickly transforming into a
workplace-on-the-move model where employees
expect to work, connect securely and collaborate with
business, applications, infrastructure, data and services
anytime, anywhere or using any device. Zensar’s
Next-Gen End User Computing solutions provide a
100% customizable and flexible model based on an
enterprise’s unique needs and size. Zensar’s proprietary
3PL (Preventive, Predictive, Proactive) model,
combined with 24x7 multi-lingual, multi-shore smart
centers built on Zensar’s unified communication cloud
platform enable world class, end- to-end workplace IT
lifecycle management.
pg | # 10

Exhibit 5: Next-Gen EUC Solution Framework
UPTO 25% Tickets
UPTO 30% Efficiency
UPTO 15% MTTR
Self Service
Next-Gen Service Desk
Workflow Automation
3
Escalation
60% MTTR
360 Visibility
Traditional
Next-Gen
App, Device
Network, User
1
End User Experience Monitoring Self Heal / Auto Fix
2
Field Support / IT Team
4
UPTO 30 % Productivity
Business
Stakeholders
UPTO 35% Incidents
UPTO 40% Issues
Source: Zensar
What Next Gen EUC will help achieve
• Fully Automated Smart Desk services using Always on Smart Center increases faster problem resolution up to 60%
• 3Ps workplace solution helps enable proactive issue resolution up to 55%
• Do-it-yourself solution enables user device into an auto healing station anywhere, anytime and fixes end user issues proactively up to 40%
• Smart Mobility solution built on an extensive data analytics platform increases business critical applications performance up to 30%
• Optimized Endpoints (PCs) lifecycle helps with savings of up to 25%
• Cutting edge Next-Gen End User Computing solutions built on market leading automation platforms enable up to 20% saving on
workplace transformation initiatives
• The solution also provides 100% visibility of business impact ($ loss) due to poor end user experience and productivity
Next-Gen End User
Computing Portfolio
Next-Gen
Smart Desk
UPTO
35% Reduction in End-User Incidents
UPTO
60% Faster Problem Resolution
Essential
+
Smart
Field Support
Advance
+
Smart Mobility
+
VDI Support
Services
+
Worplace Managed
Services
Essential Advance Premier
UPTO
20% Faster Problem Resolution
UPTO(Add-on Savings)
25% Savings by H/W Optimization
Workplace Engineering Services
EndPoint Lifecycle
Visibility
Mobile Experience
Monitoring
Proactive Health
Monitoring
Proactive User
Experience
Proactive Problem
Management
VDI Black Spot
Monitoring
Cloud Experience
Monitoring
Self Heal
Services
EUC IT
Analytics
Controlled Change
Management
Enterprises of all sizes must design their
future workplaces to deliver value in new
and dynamic ways. Zensar’s Next Generation
End User Computing (EUC) services help
organizations derive greater business value
by eliminating desktop infrastructure
bottlenecks throughout the enterprise. In
order to achieve this, Zensar offers three
different Next-Gen End User Computing
packages – Essential, Advance and Premier.
Exhibit 6: Next-Gen End User Computing Portfolio
Source: Zensar
pg | # 11

Use case: effective EUC solutions for a leading
Pharmaceutical company
This is story of a leading pharmaceutical company
based in the US; Zensar has worked with this client for
over 13 years providing hardware maintenance and
support, staff augmentation and end-to-end Service
Desk support, and today is the company’s ‘go-to’
support provider for all of its end-user computing
needs including help desk services. The client has faced
a number of IT support challenges as the company has
expanded to meet market demand for its innovative
pharmaceutical products including managing IT resources
internally to support its growing help desk needs and
alleviating the need of having multiple service desks. The
client was seeking to outsource all of its front-end help
desk service needs, and to achieve a higher level of
automation and integration across its infrastructure
systems.
What was done?
Zensar was able to scale to the client’s needs and provide
expanded Total End User Outsourcing and Support
Capabilities. Zensar provides service desk support to the
client's sales representatives as well as all corporate and
field associates. Zensar’s services to the Pharmaceutical
company includes Global Service Desk, Mobile Device
and Asset Management, Imaging support, IT staffing,
Deskside Support, Hardware Repair and Inventory
Services, and On Site Event Support.
How did it help?
Increased Productivity: It helped enable the client to
become a more agile company and more efficiently
operate its End User Support Services, increasing
productivity across teams
Dedicated Support Team: they received increased
personalized and high end service unique to their
environment
Increased Response Times: Due to their dedicated
delivery team, they got higher response rates and
higher first call resolution rate, resulting in higher
satisfaction among end users
Scalability: the client was able to scale its services to
meet the demands of its growing sales team, without
increasing head count
Integrated Framework: Zensar’s team of trusted experts
offer a strong knowledge base backed by ITIL processes
pg | # 12

THE LAST WORD
The concept, ‘Office of the Future’, is built on the central idea that the workforce will be increasingly mobile and
the work environment itself is becoming smarter than ever. Next-generation technologies such as Augmented
Reality and the Internet of Things are expected to accelerate workers efficiency and productivity and encourage
them to work and collaborate anytime, anywhere. Nevertheless, existing and trending technologies like Cyber
Security, Cloud and Mobility will remain equally important for enterprises now and in the future. As a result,
Frost & Sullivan has introduced a novel framework called ‘SIXMIX’ which is a mixture of 6-key technology
elements that are essential for a digital workplace and the office of the future.
Next Generation End User Computing has all the aspects discussed in the ‘SIXMIX’, which makes it a powerful
solution for the digital workplace. It also serves as a mean to reduce investments on transformation or cost on
hardware. In addition, Next Generation End User Computing offers value to the customer by improving integration
of the end users into the computing environment. This enables problem-solving in a safe and trustworthy
manner.
Zensar, with its experience in delivering excellence and superior client satisfaction through myriad technology
solutions, is uniquely positioned to help them surpass challenges around running their existing business most
efficiently, helping in their legacy transformation, and planning for business expansion and growth through
innovative and digital ways.
pg | # 13

Zensar Technologies
Zensar is a leading digital solutions and
technology services company that specializes in
partnering with global organizations across
industries on their Digital Transformation journey.
A technology partner of choice, backed by strong
track-record of innovation; credible investment in
Digital solutions; assertion of commitment to
client’s success, Zensar’s comprehensive range of
digital and technology services and solutions
enable its customers to achieve new thresholds of
business performance.
Zensar helps clients deliberate not only on
executing Digital initiatives but on realizing the
Return on Digital. The Return on Digital is
about focusing on Business Outcomes. It is about
focusing on key aspects like Automation,
Customer Experience, Business Resilience,
Standardization etc. of the core back end systems
to help realize the Digital World of today and
tomorrow. In summary, for enterprises to be
resilient and successful in the long run – they will
need to focus on three aspects - Digital Agility,
Cross-over IT and fundamentally the Stability of
Core Enterprise Systems.
Corporate Headquarters: Pune, India
Global Offices: USA | UK | Europe | Africa |
Middle East | China | Singapore | Australia
For more information please contact:
marcom@zensar.com | www.zensar.com