IDC & HP Webinar: Employee Adoption = Success with HP Software€¦ · training • Create an...

© Copyright 2013 Vivit Worldwide

IDC & HP Webinar: Employee Adoption = Success with HP Software

September 25, 2013

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2

Brought to you by


Hosted by

Mark Herbert Arizona Leader

Vivit Director, Education


Today’s Presenters

Cushing Anderson Program Vice President Project-Based Services

IDC

Malcolm Poulin, Director of Product Strategy

ANCILE Solutions

Susan Merriman Worldwide Lead of Emerging

Technologies HP Software Education


Housekeeping

This “LIVE” session is being recorded

Recordings are available to all Vivit members

Session Q&A:

Please type questions in the Questions Pane


Webinar Control Panel

Toggle View Window between Full screen/window mode.

Questions


Discussion Topics

• IT Challenges – rollout, adoption

• Research – in the market, for your organization

• Strategies, methods, processes to succeed

• Technology enablement trends


A changing world demands a new style of IT

Develop

Operate

Secure

Govern Structured data, process

Desktop, months

Harden the edge, trust the core

Monetize

Local, procedural, bureaucratic

Physical, one-to-many

Old style of IT

Real-time analytics, human information

Mobile, days

Borderless, proactive, dynamic

Virtual, predictive self-service

Digital, one-to-one

New style of IT


Rapid pace of change

IT Challenges

• Software deployments must be successful and streamlined

• However, all too often, User Adoption is not achieved

End Users are not

competent in using

software

Help desk calls increase

the cost of internal support

Errors are too high and

service too slow

Business results are

not optimal

And ultimately, you are not

recognizing the expected ROI

from your software

implementation


Poll #1

Polling Question

Is preparing your people to use software before an upgrade or rollout more or less challenging than it used to be?


Poll #2

Polling Question

How are you currently training your users?

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

What can be done? Research and Strategies


Organizational Capability: Skill is Imperative to Success

0 5 10 15 20 25 30 35

Other

Available budget and resources

Quality of the project plan

Clearly defined business objectives

Clear and effective communications

Technology performing as expected

Skill and dedication of the project team

N = 515 Note: Respondents are IT managers responsible for 515 IT projects;

"Other" includes executive sponsorship/support, skill of the consultants/systems integrators, accuracy of project scope, support provided by vendor or consultant, and effective risk management (each with 6% or less). Source: IDC's Training Impact on Projects Survey, 2011

Q. What element had the greatest impact on project success?

Skill of the team and users is more important than the

technology


We promised “two minor changes that can massively increase the chances of your software deployments succeeding”

Changes

Change 1 –

Recognize and act on the proven research that Team Skills impact Project Success


Small change in overall skill

To move from 30% to 70% success rate

0

1

2

3

4

5

6

7

8

9

10

10 20 30 40 50 60 70 80 90 100

Te

am

sk

ill

Project success rate (%)

Organizational Capability: Team Skill & Project Success

15

N = 212 Note: Respondents are IT managers responsible for 21 ERP projects. Source: IDC's Training Impact on Projects Survey, 2011


Training Lifecycle: Training Spend & Project Success

0

1

2

3

4

5

6

7

10 20 30 40 50 60 70 80 90 100

% S

pe

nd

ing

on

tra

inin

g

Project success rate (%)

Add 1.5% of project budget to training

To move from 50% to 80% success rate

N = 515 Note: Respondents are IT managers responsible for 515 IT projects. Source: IDC's Training Impact on Projects Survey, 2011


We promised “two minor changes that can massively increase the chances of your software deployments succeeding”

Changes

Change 2 –

Recognize and act on the proven research that enablement can’t stop at rollout


0

25

50

75

100

Knowledge Leakage: Skills degrade over time

Training Lifecycle: …Essential over the long term

Skill wanes

• People move

• Processes change

• Technology changes

• New hires know “less”

Impact is dramatic … • Between 10–30%

capability per year

Team Skill

Source: IDC, Knowledge Leakage: The Destructive Impact of Failing to Train on ERP Projects (IDC # 236130, July 2012)

Replacement Workers Trained to 60%

91

71

53 41

78

24

Team skill @ 30% leakage Team skill @ 10% leakage

Goal — 100%

Year 3 Year 6 Year 1

By year 6 — it has only 24%

Year 3 — organization has 41% of its original capability


Results of an Effective Sustainment Strategy

Initial Training

Expert

Functional

On-going process improvement, measurement and skill development

Sub-standard

Go Live

Ongoing Learning

System Stabilization

Process Improvement Kick-off

Enhanced Skills Training

Benchmarking shows that an effective sustainment strategy results in:

-- lower cost of ownership

-- strong business and IT alignment

-- standard approaches and centralization across the enterprise

-- better customer support and satisfaction

-- achievement of the expected business outcomes


Poll #3

Polling Question

How important is training to the success of your project?


Poll #4

Polling Question

What is your biggest challenge with training?


Technology Enablement Trends


Change in Delivery Modalities Spending – 12 Months

Classroom-based ILT

Text-based training

"Disconnected" technology-based…

Other

Formal on-the-job

Video (online or broadcast)

Simulations

Instructor-led elearning

Self-paced elearning

Mo

der

ate

Min

or

Neg

ligib

le

Neg

ligib

le

Min

or

Decrease Increase Source: IDC's Learning Modality Survey, 2012

Future View – Market Forecast

23

Enablement Trends Skill is Imperative to Success


Simulation Based Learning – Available anytime, anywhere

HP Software’s Answer - HP Adoption Readiness Tool

Delivers on day one with HP’s ready to use out of the

box expert built content

Rapidly modify the

self-paced and simulation

based learning and support materials to reflect your

unique business practices

Continuous, modular learning:

users can take the full

advantage of relevant modules

or task based instruction

Global capability: 30 languages to enable and

support today’s diverse

workforce

An enablement platform for

providing expertise

throughout the project and beyond


Safeguarding test quality while accelerating tester training

Open Grid Europe GmbH

Goals

• Provide enablement and support to both new and existing end-users during an upgrade to HP ALM11

• Lower training times for new testers

• Have an ongoing solution for after deployment – not a point in time training

• Create an online, interactive handbook that users may access from every HP ALM 11 screen

• Incorporate an automated upgrade capability to eliminate further investment

Solution

• HP Adoption Readiness Tool (ART) comprising:

• (a) A software platform for rapid content development and deployment

• (b) Best practice online content created by HP authors

• (c) A maintenance contract including support and content upgrades

Customer Case Study


Optimizing value with HP Adoption Readiness Tool

• More efficient operation of software

• Significant reduction of calls to the help desk

• Flexible adaptation of aligning documentation

• Quality Assurance department -Improved usage of HP Application Lifecycle Management software

• Increased productivity within the testing environment

• Improved communications across the IT department

Customer Case Study

Effective and sustainable IT enablement leading to achievement of business goals

Expand the power

ART Throughout the Application Lifecycle

Configuration

Documentation

Testing

Learning

Online Help

ART

Try Me Show Me Test Me

Demo of features

and functions

Step by step hands

on practice

Knowledge checks &

competency tests

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential. 28

Poll #5

Polling Question

Do your leaders believe training to be important to the success of projects?


Essential Guidance: U.S. CIOs and IT organizations

Regardless of organization IT priority or initiative:

• IT organizations must align capability with the changing requirements of business

• Skill of team members/IT org/enterprise must align with requirements and strategic objectives

• Enterprise should establish and maintain a robust training program to ensure

– All teams/members have appropriate capability

– Teams function appropriately to maximize technology value

– Business can meet ongoing challenges of a complex environment

• Leverage existing training alternatives


Challenges

• Cumbersome to develop high-quality and consistent learning and support documents to enable usage of IT and business applications.

Challenge #1

• Significant infrastructure and support costs are incurred to train and support employees on the new system.

Challenge #2

• Inefficiencies related to instructor-led training and lack of easy access to information limit the productivity of employees who utilize the new system on a regular basis.

Challenge #3

• Lack of high-quality, consistent learning and easy access to relevant information extends the time to proficiency for employees.

Challenge #4


Value Recognized with HP ART

• Increase efficiency for authors and administrators to develop and customize

Value #1

• Reduce learning infrastructure and support expenditures

Value #2

• Increase employee efficiency on the job Value #3

• Reduce time to employee proficiency with their applications

Value #4


Return on Investment

Copyright © 2013, ANCILE Solutions, Inc. All ri g hts reserved. ANCILE uPerform™ and ANCILE Info Pak™ are registered trademarks of ANCILE Solutions, Inc.™ in the U. S . and other countries. All other product and company names referenced herein are the registered or unregistered trademarks of their respective owners.

13

FIGURE 2: CHART OF VALUE DRIVERS

FIGURE 3: CHART OF SCALABILITY

As shown in Figure 3, the value of ANCILE uPerform scales with the number of employees trained each

year. The employee efficiency and proficiency benefits are calculated on a per employee basis and the bar

chart clearly shows that the value of training more employees with ANCILE uPerform justifies the

incremental licensing cost. Overall, although there are wide differences between enterprise system

implementations, we believe these sample results are a reasonable estimate of the return on investment

that ANCILE uPerform users might realize compared with using less sophisticated or robust systems.


Discussion


Questions and Answers


Thank you

• Complete our short survey and opt-In for more information from HP Software Education and be entered into our prize draw to win an American Express $100 gift card.

www.hp.com/go/softwareeducation

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