CIO

PLAYBOOK
Enabling a device choice
program for employees
Device choice in
the enterprise
For many CIOs, Apple® devices presented a daunting challenge from a Mac environment and implement their experiences in a PC
to their traditional approach, refined over 30-plus years, of using environment. In a single stroke they can enhance security and
traditional PCs. CIOs are risk averse—a trait that seems to come delight employees across devices within budgets.
with the territory—and have naturally been resistant to the trend.
However, times are changing. One industry study showed a rise In this book, you will find that the Mac model lowers the total cost
in Mac® and iOS device adoption. It found more than 40 percent of ownership, it also provides the enterprise with complete control
of organizations included in the study offered employees a choice over the device —something it cannot have in the BYOD model.
between a Mac and a PC, and over 65 percent offered a choice Using Apple Business Manager + Mobile Device Management
between different mobile devices that included Apple devices. (MDM), the enterprise can set many features on the device at
The fact that Mac and iOS have a ticket into the enterprise cannot will. The user continues to have administration rights, but cannot
be attributed only to pressure from employees looking for a overrule the policies on the device. This means the enterprise
better user experience. The larger reason is that CIOs are being can turn off the camera, turn on encryption, or take any decisions
confronted with heightened security risks and stricter compliance required for security and compliance without having to touch the
requirements. They have figured out that Macs bring a solution device. This is a very powerful capability that CIOs do not have in a
within grasp, without the need to increase funding. PC environment.

To leverage the advantage presented by Mac, CIOs need to Enterprises—big and small —are realizing that Apple has once
look at doing things a little differently. This means looking at new again changed the game with new tools and methods to transform
processes to configure a machine, provide encryption, and build how devices are deployed, secured, and managed by enterprises,
a support desk. And once that is done, astute CIOs will quickly with a focus on an amazing user experience. But, most of all, the
realize the upside goes beyond lower budgets and better user real use case is in improved security and compliance with lowered
experience. They will discover that they can take the lessons total cost of ownership.

About the author

Tim Lydon is the Global Director of Apple Device Services at Wipro

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What is in this book
Welcome to the CIO Playbook. In this edition, we lay out a
roadmap to embrace Apple devices in your enterprise IT
ecosystem. You will learn how to transform your employee’s
device experience, while ensuring compliance to the corporate
policies and reducing total cost of ownership.

This playbook shares sharpened approaches, proven strategies,

and best practices from experts to get you started on the
transformation journey.

We provide insights into gaining support from your stakeholders,

managing your deployments, and delivering new user
experiences so that you can successfully transform your
enterprise IT landscape using Apple devices.

Stakeholder Deployment

User experience Key success factors

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Stakeholder
In this section, we explore the best practices for starting a
conversation about a corporate provisioned employee choice
program that incorporates Apple devices in the enterprise.

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CEO Digital transformation
Most organizations push for digital transformation and claim to
CEOs are the catalysts for organizational
be customer experience advocates, but fail to do the same for
transformations—driven by the need to grow,
their employees. By delivering new delightful experiences in the
transform, and scale the business. Getting the workplace like zero-touch deployment, show your employee what
CEO involved can not only be a great way to get digital transformation means and how it feels. It will properly train
buy-in for your program, but ensure real internal them to deliver the same to your customers.
digital transformation.

Attract and retain talent

Playbook A recent study by Coleman Parkes research found that 73% of
• Digital transformation respondents are more loyal to companies that offer employee
choice1. By giving employees a choice on the tools that enable them
• Attract and retain talent
to be more productive, creative, and collaborative, organizations are
• Employee satisfaction
rewarded with grateful employees who produce more creative work.
With employees happy and productive, organizations can more
easily attract and retain top talent and achieve company goals.

By enabling employee choice Employee satisfaction

and leveraging new tools Eliminate frustrating IT experiences such as: the process of setting
up a new device, software that slows down machines, and long
and processes, CEOs can support resolution timelines. This will empower employees, as
their tools won’t get in the way of their work and they will be more
leverage these benefits into productive. Not only will this help the company accomplish its goals,

their transformation agendas.

but will increase employee satisfaction.

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https://employeechoice.wiprodigital.com/pdf/Why-CHOICE-Matters_
Survey-Results.pdf
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CFO Zero-touch deployment
Zero-touch deployment eliminates the laborious device set-up
Your conversation can start or end with the CFO, as process. This deployment enables IT to automate MDM enrollment
Apple devices can be seen as extraneous spend for every device, so that when it is activated it is immediately
This is why the CFO is one of the most important configured over the air. There’s no need for IT to physically touch the
stakeholders. Luckily, one of the strongest points of device.

this program is that Apple devices could actually save

your organization money.
Native tools
A choice program delivers lower total cost of Native tools eliminates the need to purchase enterprise software
ownership over time. licenses. Every Apple device includes native tools and productivity
applications. It include management tools, security tools, and
productivity applications.

Playbook
• Zero-touch deployment
• Native tools
Redefined support
• Redefined support
New support models can dramatically reduce IT support costs.
• Residual value
By using self service portals and crowd support the number of
calls to the help desk is reduced, all while providing a better user
experience.

By embracing employee
choice, give employees the Residual value
best-of-breed tools and new Apple devices retain their value better over time. They are simply

support experiences at a lower made out of better materials and hold a higher value in refurbished
markets. Whether your capital structure requirements lead you to

true cost to the organization. lease or buy, you are able to capture the residual value benefit.

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CISO
Security is never simple, as the definition of great Native data encryption
security changes daily. With Apple devices, security
Apple’s encryption comes built-in with each machine, eliminating
is built into the device—safe and simple. CISO
the need to buy or update security tools. Similar to BitLocker for
drives one of the most important enterprise agendas
Windows, Apple macOS uses FileVault—natively built into the
from an IT and compliance perspective. It is
operating system. These simple measures help the organization
important to highlight the high standards of security maintain high security standards and compliance measures.
that come inherent with every Apple device.

Malicious attack protection

Playbook
macOS maintains galvanized protection from viruses compared
• Native data encryption
to Windows. This can be attributed to its UNIX underpinnings.
• Malicious attack protection XProtect, Apple’s attack protection, maintains a virus definition list
• Backup and recovery and automatically updates all Macs. This is delivered built-in and
updated over the air in the background for simple security.

By leveraging built in
security, enterprise security Backup and recovery

is made simple. Unlike traditional systems, Apple devices can aggregate data for
scalable backup and disaster recovery. This enables new value
such as search and advanced analytics. This will help master
the copious amounts of unparsed data for better governance,
Security is ready out of the box. protection, and monitoring.

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Employee
Employees, your most important stakeholders
Device choice
in the organization, expect simplicity and value
in everything they experience at the workplace. 2019 Colman Parkes study found that 71% of respondents felt that
device choice makes them more productive. Employees know what
Extending them the choice to work with the devices
device is right for them. They know the apps and the programs that
of their liking enhances productivity and delights
will make them the most efficient and help them accomplish their
employees.
tasks with ease. Let employees choose which tools are best for their
unique job. They will be empowered and will thank you.

Better IT experience
Playbook
Dealing with technical issues can be a frustrating experience,
• Device choice
especially when there’s work to do. Traditional IT challenges like
• Better IT experience
preparing a new device, solving technical issues, refreshing apps
• Workplace satisfaction during software updates, and switching to new machines are
removed. Make their experience with IT better in the workplace than
at home.

Enabling employees choice

and leveraging new tools and Workplace satisfaction

processes empower them Empowering employees with the technology to improve productivity
and user experiences reduces the overall stress at the workplace.
and make the IT experience This builds a more social and positive environment for each and

delightful.
every employee, translating to a happier workforce.

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Deployment
In this section, we explore
infrastructure, tools, policies,
and financial considerations
that will determine the
success of deploying Apple
devices in the enterprise.
 Deployment
Give due considerations to the existing infrastructure, tools, policies, and financial models when you plan for the
deployment of Apple devices in the organization.

What are your current IT

Examine your current What tools are you currently Consider your current financial
policies? Do they exist? Establish
infrastructure; does the using and do they enhance strategy. What impacts will you
policies that reflect your culture
foundation support the new or detract from a great user incur if you roll out a device
and company values.
device choice strategy? experience? choice program?

Infrastructure Tools Policies Financials

• Network • MDM • Data protection • Hardware purchase/
Lease
• Wi-Fi • Antivirus • Legal hold
• Hardware residual value
• Access • Encryption • Password
• Employee productivity
• Printers • Office 365 • Encryption
• Warehousing
• VPN • Mail • User access
• OS updates
• LAN/WAN • Calendar • Antivirus
• Shipping and logistics
• Distribution points • Apple Business • BYOD
manager • Legacy Windows
• Firmware • 3rd-party application
Imaging
• VPP
• File shares • Remote access
• Windows OS Licenses
• Business Manager
• Firewall • Internet usage
• 3rd-party software
• Single sign on
• Browser compatibility • Software updates
• Service desk
• App store
• Data resiliency and • Authentication
• Configuration
back-up • Notifications
• Security patching • Enablement
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User experience
In this section, we explore ways to
reimagine the deployment, management,
and support of Apple devices that will
delight your employees from the moment
they receive their device.

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Zero-touch
deployment Enroll

Traditionally, new employee devices were

required to go through an IT department. The
IT team had to manually provision and prepare
the device to specific requirements. More
requirements means more time.

With zero-touch deployment, IT never touches

the device and devices are provisioned in
seconds. No mess, no frustration. All the tools
Authenticate
you need ready to go out of the box.

Zero-touch deployment is Redirect

enterprise configuration over the
air. A computer can be provisioned
without IT and users are ready in
seconds, not days.

Auto Configure
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Native User Account

experience
Adding additional software onto your device can
usually affect its performance. Especially when
software and the hardware are made by separate
vendors. This negatively effects the performance Bob Queso
Bob Queso

of your machine. With Apple devices, software and

hardware are made together. Your device comes
preconfigured with layers of security and your
device maintains its high level of performance.

User and Groups eliminates the

need for separate administrator
accounts or IT management. The
administration can be managed
directly on the device.

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End-user Self Service

support
Apple users love Apple products and have a long
history of supporting the devices themselves.
IT organizations need to embrace their users’
willingness to support each other. IT needs to
leverage user communities where Apple users can
support each other with community posts or peer-
to-peer support. IT also needs to give employees
short video training tools and learning paths, which
can help resolve users questions without the need
Remote
for manual IT intervention.

Give employees choice on how they

want to solve their IT problems. Self
service and crowd support to deliver
swift solutions or remote for first-time
resolution.

On Site
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Design with
the user, for
the user
IT policies are frequently delivered from the
top down and are mandated for all employees
to follow. We recommend flipping that
thought process. Start with a special group
of employees that will be empowered and
thrilled with Apple devices. This group will not
only be successfully enabled, but become the
champions of your transformation. As this group
of brand champions and supporters grows
through your organization, IT policy change will
start from the bottom up.

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Key success factors
In this section, we explore
how to be successful with
your device choice rollout.
Key success
factors
Establish a dedicated
Stakeholder buy-in
technical team, focused
exclusively on Apple devices

Help desk: focus on Infrastructure readiness

customer satisfaction

Zero-touch Select the correct users

(no corporate imaging) for initial deployment

Start with a blank sheet

Protect native
of paper (do not apply
experience
PC approach to Mac)

Application compatibility Design with the user,

reviews are (mostly) a for the user (focus on
waste of time user experience)

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Contact Information
For any queries on LiVE Workspace™ for Apple®
devices, please contact the team at Wipro.

[email protected]

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Wipro Limited Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process
services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging
Doddakannelli, Sarjapur Road, technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its
Bangalore-560 035, India comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 180,000 dedicated
employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.
Tel: +91 (80) 2844 0011
Fax: +91 (80) 2844 0256 Apple and Mac are trademarks of Apple Inc., registered in the U.S. and other countries.

wipro.com For more information, please write to us at [email protected]

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