End-User Computing Strategy

End-User Computing Strategy
How can you tactfully approach lifting requirements for business users?

Top Answer : Can you provide a scenario as an example?  30 years ago I included "must be able to lift 50lb" as a requirement for IT Technician job requirements.  I've since come to understand that this type of language perpetuates a non-inclusive (hostile? toxic?) environment.  It is the employers responsibility to provide tools and technologies (eliminating lifting requirements) to create an inclusive and safe environment.

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What are your thoughts on SaaS management platforms (SMP)?

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Why isn’t cybersecurity more user-friendly?

Top Answer : We have to make sure that we've got secure products and sometimes the one thing that destroys the customer experience is security. Sometimes companies don't really think about how disruptive security can be to that customer experience, which amazes me.  For example, there is a brand new, online robo advisor that I use and one day I tried to log in through their mobile app. I put in my user ID and password; it sent me a two factor code and then told me my username and password were incorrect. So I went back and reentered it over and over and nothing worked. I finally reset my password and tried it again but it still didn't work. About a minute later, an email comes in that says, "We're changing our authentication mechanisms. That code we sent you was a password. Please use that in place of your actual password. This will be our authentication mechanism moving forward." I thought, "Who the heck designed this?” It was the craziest thing I've ever seen.

Have you seen significant progress made in the customer security experience realm since the beginning of the pandemic?

Top Answer : There were initial hiccups with Zoom where meetings were interrupted and sometimes with porn bombings. But Zoom really responded—they made some acquisitions and put a lot of money behind beefing up their security and it's still an easy-to-use product. And now we have options: We're admitting people that we want in these meetings. Especially when we have M&A discussions, we want to tightly control who will be part of the meeting. And you can use a password or. if it's to get together after work or you don't need anything. That's an example of a company that was able to accomplish much better security after some initial pitfalls without sacrificing user-friendliness.

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Does your organization use any virtual desktop interface (VDI) solutions for securing remote workers?

Top Answer : We have 15 employees but about 25 developer contractors all over the world. And since we don't have money right now we're using Amazon Workspaces. Then, we limit the IP addresses to only work from that to Okta. So, the only way they can access our resources is if they log into their Amazon Workspace—they can do their stuff and we have control of the whole thing. It's a cheap and dirty way to do it.

Do you know all of the devices on your network?

Top Answer : Knowing everything on the network and where they were was a big thing at a number of the other companies I ran, and it was poorly done in some cases. You started to need to air gap things off but if you air gap, it's going to be even more difficult to find some of those things on the network.  None of the companies that would allow me to do that let me find all the things on the network and what they were dealing with. And then the engineering networks would say, "You can't get in there. We're separate," but then some of the things would come from the engineering networks first. So it was a big issue. That's why I actually started doing more microsegmentation. I won't say I was an Enterprise Certified Netware Engineer (ECNE), but I do remember some of that stuff. I literally had some of the group walking around with laptops into these segmented areas to do some of the testing, because that was most effective.

What strategies should IT departments maintain focus on to provide internal customers with great service?

Top Answer : It’s about removing friction and barriers. One way we did that was shipping you a laptop—when you open it up out of the plastic you get that cool feeling. When you turn it on and put in your credentials, suddenly it recognizes that it's you, and all your birthright apps, etc., are already there. If you can produce magic like that, especially at scale, that's like marketing. It sends the message that we care about experience and we care about your time. And if you do need to call IT or get help, then it’s because you have an actual question, it’s not: "How do I set this up? How do I get on Slack?” It's all just magically there. When you double down on those experiences, you don’t have to say, "Hey, we love customer experience and it's in our DNA," you just see it. You see the quality in an Apple product or the ease-of-use of a Tesla and without necessarily marketing, it becomes viral.