Providing End Users What They Want and Organizations What They Need

April 15, 2019 | Post by Ken Jackowitz | 0 Comments

4 strategic trends driving your choice of a managed workplace services provider

In a discussion of managed workplace services (MWS) and their role in the modern digital enterprise economy, it’s important to start with what they are and why they’re needed. According to Gartner, MWS is “a subset of the IT outsourcing market. MWS includes traditional end-user outsourcing as well as new digital workplace services to provide cloud-first, automated and integrated support to end users.”1

Whereas once MWS were strictly focused on physical locations, the consumerization of IT has necessitated a shift in emphasis toward virtual environments and the mobile end user. There are four main drivers for the increased demand and the increased need for MWS in the modern workplace. Looking at each will help you understand what to look for in a provider and why you should include MWS as part of your digital business strategy.


What End Users Want

It should no longer come as a surprise that increased innovation has changed the way we think of, use, and interact with technology. Gartner’s Magic Quadrant for Managed Workplace Services North America 2019 report states that “New generations of workers are joining the workforce with new expectations for both the way they want to work and the ways they are supported in that work.”1 MWS provide your end user with the new technologies and support options they require.

New Technology

End users demand the best technology in the workplace. Providers utilizing multiple technology vendors – a vendor neutral approach to end-user support, management, and enablement – offer the most flexibility when faced with the changing business demands of their clients. Services including Mobile Device Management, device lifecycle management, and Device as a Service are essential to providing the latest technology to your onsite and mobile workforce.

More Support Options

With the consumerization of support, the average end user is no longer fully dependent on IT knowledge and expertise. MWS providers offer end users support models they are used to in their day-to-day lives. A leading MWS provider should be able to support all your technology anytime, anywhere, and on any device, whether that is self-help, self-service, peer-to-peer, onsite IT, walk up services, service desk, field technicians, or Self Healing Technology.™


What Organizations Need

Gartner’s report further states that “organizations are demanding that providers utilize new technical approaches to make staff more productive and support the enterprise’s digital strategy,”1 while simultaneously supporting their bottom-line cost savings initiatives. A leading MWS provider supports your digital workplace goals and provides cost savings through digital innovations, automation, and analytics.

The Digital Workplace

Cloud solutions, Windows 10 migration, IoT solutions, and advanced endpoint security are just some of the ways that MWS providers drive end-user productivity and engagement in the modern digital workplace. Additionally, a provider with design thinking and digital building solutions experience can provide the foundation for increased collaboration through human-centered design and building automation, all while lowering operational expenses.

Cost Savings and Innovation

Managed Workplace Service providers continually invest in cutting edge technologies that improve upon and innovate existing support and service models. As these technologies come to market, programs including IT Asset Management, ITAD, and Persona Service Management are streamlined in order to improve end-user experience and lower your IT spend.

Leading MWS providers can also improve your bottom line by leveraging procurement choice, preferred partner pricing, and offering per-device payment options through Device as a Service.


Choose a Partner, Not Just a Provider

Let’s face it, your choice of MWS provider is often driven by cost savings and bottom line, but ultimately it comes down to their breadth of services and how they align with your business needs, objectives, and end-user expectations. You want to look for a strategic partner who will take the time to understand your business and its unique qualities in order to craft the MWS solution that is right for you.

Download the 2019 Gartner Magic Quadrant report to learn more about how CompuCom can work with your business and provide solutions, like unique Innovation Roadmap, which helps businesses accelerate their digital goals.

1 Source: Gartner “Magic Quadrant for Managed Workplace Services, North America” by Daniel Barros, Mark Ray, January 14, 2019. 

Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

The content and opinions posted on this blog and any corresponding comments are the personal opinions of the original authors, not those of CompuCom.

  • Ken Jackowitz's picture

    Ken Jackowitz

    Ken is Senior Vice President, Product, Marketing, and Digital Services. In this role, Ken leads Product Development, Product Management, Marketing, Sales Enablement, Business Development, and Professional Services.

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