Source (all images): Windows Newsroom, Microsoft.com Windows 8: A Win-Win for IT and the Service Desk By Joe Puckett

IT has a tall order these days. Not only is it responsible for ensuring What’s New in Windows 8 day-to-day operations, it’s also responsible for keeping data secure and ensuring that workers have the software they need to be productive. A Big, Bold Redesign Because of this enormous responsibility, it’s no wonder IT tends to be With Windows 8, Microsoft makes its skeptical when the latest software hits the market. official debut on the post-PC stage. The most obvious change from previous versions is the touch-friendly, tiled user That skepticism stems from knowing that IT’s going to be on the receiving end of interface, previously referred to as “Metro” the workload that comes with a major change, such as implementing a very new and and now called “Modern.” The very different operating system like Windows 8. Add fear, hype, and negative spin Start has no actual start button; it’s from tech pundits, analysts, and other experts to the mix and it’s no surprise that screen just a customizable collection of tiles that many technology decision makers are taking a cautious position when it comes to link to apps and programs. The function Windows 8. of the Start screen is the same as the Start But taking the cautious route isn’t necessarily in the best interest of the business, button in previous versions of Windows especially if it’s overly cautious and hinders progress. If your organization is evaluating (i.e., to organize and launch applications), or anticipating a move to Windows 8, the best course of action is to objectively assess but the addition of Live Tiles enhances how it can benefit your business and outline a plan from there. With a plan in place, functionality and productivity by you can make the transition—or transformation, in the case of Windows 8—a good displaying information without having to move and a positive experience for all involved. launch applications.

www.ThinkHDI.com | A Professional Journal for the Technical Service and Support Community 37 Most of the system tools (e.g., search, settings) are located on the is used. This tool also filters files downloaded across Charms bar, which is accessed by swiping from the right edge a network. of the touchscreen toward the center or by moving the mouse to • Antivirus loads first: No matter which antivirus one of the right corners of the screen. Swiping from the left edge or program you use, in Windows 8 it will be the first moving the mouse to the top left edge of the screen brings up the application to load. App Switcher, which enables users to change between apps and the desktop, which is similar to the Windows 7 user interface. • Secure boot: All Windows 8 PCs use UEFI instead of BIOS for secure booting. UEFI, which stands for Unified New Enterprise Security Features Extensible Firmware Interface, will only allow software with valid security certificates to run. This is the first line of The second most significant change is Windows 8’s improved defense against malware. It could also enable IT to remotely security, particularly for applications. After all, the biggest menace repair and restore machines experiencing boot issues. to enterprise security today comes from the web. Other important security enhancements include a built-in One of the most notable security improvements is antivirus that takes up fewer system resources; Windows AppContainer, a new process-isolation mechanism in to Go, which adds a layer of security and convenience to Internet Explorer 10 that ensures that an app doesn’t have access the BYOD environment by enabling IT to provide users with a to capabilities it hasn’t declared in advance and been given USB device that contains their entire computer environment permissions to access by the user. This feature includes more (e.g., OS, apps, data, settings); BitLocker, which helps the detailed security permissions and blocks write and read access to system work more efficiently by encrypting only the space that’s most of the system. being used on the hard drive; AppLocker, which allows Other security improvements include: IT to create security policies to allow or prohibit both desktop and Modern apps from being run on a Windows 8 computer; • Picture password: For this feature, the user draws and the Windows App Store, which—in theory—adds a pattern on an image he or she provides. The password an extra layer of security by requiring all apps to be certified consists of three gestures (lines, points, and circles) and is and validated by Microsoft before being made available in the similar to Android’s lock pattern screen. Windows Store. • SmartScreen filter: This feature, which was previously available only in Internet Explorer, uses a rating system Deep Cloud Integration based on what other users have downloaded to detect and The third big change in Windows 8 is the deep integration of block malware, and it runs regardless of which browser Microsoft’s cloud service, SkyDrive. SkyDrive can be used for

38 SupportWorld | January/ February 2013 Preparing for and Alleviating End-User Challenges

The changes Windows 8 brings to the traditional Windows operating environment are significant enough to guarantee questions from end users. The first and most obvious stumbling block will be the Modern interface; IT should be ready to answer numerous “Where did X go?” queries. Adjusting to working in Office on a touchscreen device may also prove challenging for some end users. Here are examples of the types of questions IT can expect: • How can I customize the Start screen and Tiles? basic online storage, it’s accessible from anywhere, and it enables • How do I bring up the Charms bar and what does it include? folder synching and backing up settings across machines. • How do I shut down Windows 8? Are there other faster Together, these improvements signal Microsoft’s attempt to ways to shut down? accommodate two dominant workplace trends: consumerization • How do I use the Desktop application to access the classic and the cloud. It’s a new world of work, in which the professional Windows desktop? and personal lives of employees overlap in new and different • Where can I find the settings that control whether apps can ways—and one in which technology can be either an enabler or access my location or personal data? an obstacle. • How do I work with Microsoft Office applications on a By unifying the workplace and mobile computing Windows 8 touchscreen device? environments, Windows 8 enables workers to use smaller, lighter devices (such as the Samsung Slate or the Microsoft • How can I save my files in a location where I can access Surface Pro) as full desktop replacements, a capability not them from any of my devices? available on other tablets and one that has the potential to A service desk prepared to answer these and related questions drastically change how people work. will be an important resource for the organization and its users. On the flip side, some critics maintain that Windows 8 may cause unnecessary disruption in the workplace. They cite the learning curve and company-wide hardware refreshes as two examples. While it’s true that the new interface may prove to be challenging for some, considering the ubiquity of tablets and smartphones in the workplace, it may not be all that disruptive. Besides, users always have the option to use the traditional “classic” desktop interface instead of the Windows 8 interface.

A Key Challenge for Enterprise IT: Supporting Consumerization and BYOD

Today’s workers use multiple devices, and they want to be able to access the same information from every device they use. IT, on the other hand, needs to be able to manage all of those devices and keep company data secure. Windows 8 has many consumerization- and BYOD-oriented features. For users, Windows 8 delivers a common interface across a range of devices and gives users the ability to access data on any of those devices. It also offers greater choice. Much like iOS and Android, Microsoft’s new OS includes consumer- oriented features, but it also offers tried-and-true Microsoft business apps like Excel, Word, PowerPoint, and OneNote.

www.ThinkHDI.com | A Professional Journal for the Technical Service and Support Community 39 Windows 8, like Apple’s recent Lion and Mountain Lion organizations that prohibit all but a few company-approved operating systems, includes elements that are obviously designed devices for the sake of security and management risk stifling for use on small mobile devices. Windows 8 goes further by productivity and quashing employee morale. adopting a base interface that can be consistent across multiple With Windows 8, Microsoft presents a new option, one that could devices of differing sizes. prove attractive to employees and IT organizations alike: use Regarding IT’s needs, Windows 8 has improved remote device (almost) any device you want, as long as it’s running Windows management, with the ability to integrate into existing software 8. Security and central management are covered. As for increased management solutions; this allows companies to continue costs, there are increased costs with virtually any new technology using their existing tool sets for managing Windows PCs. Also, trend, including BYOD. Think of it as the price of innovation. security policies now offer greater control over a larger number Once users have migrated to Windows 8 and are up to speed, of device features, enabling enterprises to tailor device security those costs should go down. to their own standards. Windows 8 is an opportunity for IT and the service desk to be integral to employee enablement, today and in the future. Don’t Windows 8: Good for IT, let it pass you by. Good for the Service Desk? What’s your company’s plan? Wait and see, or embrace the About the Author new OS as an early adopter? You may not have an answer just Joe Puckett is the director of recruiting and yet, but you should be thinking about it. The key question is, training at PC Helps, and he’s the one to ask if you how can you respond to increasing employee demand for device ever have a software question. A fifteen-year PC choice, and for the ability to more seamlessly manage personal Helps veteran, Joe creates the company’s internal and professional activities, without sacrificing control over the and client-facing corporate training courses. He workplace computing environment? is instrumental in making sure PC Helps’ certified productivity consultants are thoroughly trained Up until now, IT’s response has mostly been a balancing act. and able to provide top-notch support on more Companies that allow a hodgepodge of iOS, Android, BlackBerry, than 160 software applications. Recently, Joe has and Windows devices and operating systems often do so at been researching and testing Windows 8 as part of his ongoing efforts to the expense of security, control, and support costs. Conversely, build new training modules for consultants and clients. HDI Customer Satisfaction Index Service Survey, listen, take action, improve, and succeed!

This is not your ordinary survey tool. The HDI Customer Satisfaction Index Service is a web-based customer satisfaction surveying service created for support center practitioners, by support center practitioners. The HDI CSI Service provides an efficient and affordable way for you to understand your customers’ experiences with your support staff. www.ThinkHDI.com/CSI

40 SupportWorld | January/ February 2013 Make Windows 8 a Win for IT and for the Enterprise

In the very near future, Windows 8 will likely play a Windows 8 “showcase” sessions so employees can see the major role in the computing and mobility strategies of new devices and interface firsthand. many enterprises. There’s a real opportunity here for IT organizations to be at the forefront of this next wave 5. Develop a Comprehensive, End-to-End Plan of technology change. The more proactive IT can be in Keep to a broad view of the initiative, not just individual effectively managing the consideration and rollout of pieces as parts. Build your plan to cover the initiative Windows 8 within the enterprise, the more value the from the input and testing phases at the front end company will realize from this new technology. through to ensuring user proficiency and satisfaction on the back end. The success of a Windows 8 Here is a list of things to keep in mind as you develop deployment hinges not only on the hardware and your Windows 8 plan: technical aspects but also on IT’s ability to anticipate and address user challenges. 1. Establish IT in a Strategic Leadership Role Consumerization and BYOD have put IT in “react mode,” leaving IT to adapt to users’ behavior rather than 6. Budget for the Big Picture influence their choices. Turn this around with a proactive, Once you’ve outlined your plan, develop a budget customer-focused mindset and send a clear signal that that includes everything from hardware costs and you have anticipated business-user requirements and are communications-related activities to training, tools, ready to provide the solutions they need. and support. With a well-rationalized plan, informed by a cross-functional task team and pilot program, management will be more likely to approve the 2. Put the Business User’s Needs Front incremental budget increases that will allow you to and Center execute a successful deployment. Rather than speculate about what users need and how they will react to the new system, form a pilot group of mobile and desktop workers to gather input firsthand. 7. Maintain an Open Feedback Loop with Users This will enable you to gauge their needs and responses As users progress through the learning curve and become as well as anticipate challenges that might surface in a more familiar with Windows 8, they will continue to larger corporate rollout. discover new functionalities and new ways of working. The same user-centric approach to ongoing support and education can help organizations realize the maximum 3. Establish Priority and Align Key Resources value from their investment in Windows 8. Be sure to Define and position your indowsW 8 effort as a major continue soliciting feedback from the first groups of initiative for the company. Engage and involve the highest users, as this will help you continuously refine your levels of IT leadership as well as key executive sponsors deployment actions. from other areas of the business (for input and support), and recruit a cross-functional task team to help inform and drive the initiative.

4. Communicate the Initiative and Make a Splash! Generate excitement and buy-in for the initiative with a high-visibility internal communications campaign that highlights the new capabilities of Windows 8 and underscores how IT is working to provide users with advanced solutions for their needs. Consider holding on-site or online

www.ThinkHDI.com | A Professional Journal for the Technical Service and Support Community 41