Dan Wilson

End-user services operating models often fall short of enabling new ways of working and improving digital employee experience. I&O leaders responsible for end-user services must evolve to a digital workplace model to meet constantly increasing business demands and increase focus on user experience.

Cloud transformation increases complexity from the mix of cloud, edge, data center and colocation facilities that must work together seamlessly at scale. I&O leaders must treat digital platform conductor tools as a key enabler for creating a resilient and adaptable hybrid digital infrastructure.

Aligning maturity and ambition can help digital workplaces prioritize investments that maximize ROI. Infrastructure and operations leaders responsible for end-user services or digital workplace should use this interactive Tool to assess digital workplace maturity and ambition.

In 2023, Microsoft took the full leap into the AI era of computing. Sourcing, procurement and vendor management leaders can use this research to get up to speed on Microsoft as a strategic vendor for their business, and communicate advancements and challenges to their IT and business stakeholders.

Progressive organizations looking to establish or evolve their digital workplace often struggle to define roles and responsibilities. IT leaders responsible for the digital workplace or end-user services can use this library to create or update job descriptions and assemble the best talent.

Copilot in Windows, a generative AI enhancement in Windows 11, can change how employees interact with their PC. Despite its current immaturity and signs of a rushed release, it adds useful capabilities to Copilot Pro and will ease IT leaders into using AI as part of their daily routine.

Digital workplace I&O leaders have four priorities: improve sustainability to meet ESG goals, DEX, create collaborative workspaces and incorporate DEI initiatives. In 2024, I&O leaders must advance their strategy to properly balance these objectives.

Mature digital workplaces drive competitive advantage by improving the employee experience, removing digital friction and fostering digital dexterity. Digital workplace application leaders can use this research to learn how Nationwide achieved digital workplace maturity Level 4 status.

Digital workplace application leaders have an important role in driving business outcomes by enabling organizational collaboration, communication and productivity. Use your first 100 days to establish a leadership strategy aligned to mission-critical priorities for the digital employee experience.

Tools that measure and continually improve the digital employee experience are becoming more important as enablers of modern digital workplaces. This Market Guide will help infrastructure and operations leaders understand what is available and select the right DEX tool.

Unified endpoint management tools have reached mainstream adoption and have proven essential for I&O leaders to manage, secure and enable the hybrid workplace. I&O leaders responsible for digital workplace transformation should use this research to guide UEM investment and tool consolidation.

Over 85% of digital workplaces are at Level 1 or 2 maturity, though most desire to reach Level 3, according to our maturity assessment tool data. This research helps I&O leaders responsible for a Level 2 digital workplace prioritize the investments to reach Level 3 and enable new ways of working.

Gartner’s ongoing digital workplace maturity assessments show that more than one-third of digital workplace organizations are in reactive or unstructured operations modes, creating unnecessary costs. Here, we help I&O leaders modernize digital workplaces and change reactive into proactive services.

This Toolkit includes policy and employee agreement templates to help infrastructure and operations leaders streamline the creation and update of endpoint device policies and procedures, including specific sections for employee- and company-owned devices.

Hardware asset management is needed within a technology asset management strategy to oversee hardware life cycles, optimize costs and reduce risk. This guide helps I&O leaders responsible for the digital workplace navigate the HAM market and choose the right tool.

Emerging digital workplace tools and strategies can drive business success, but maximizing returns depends on improving digital workplace maturity. Here, we round up our recent research on how IT leaders can improve digital workplace maturity.

As more employees come to depend on technology to perform their work, the digital workplace has become a key driver of experience and productivity. I&O leaders can apply Gartner Tools to benchmark digital workplace maturity against peers and use this presentation template to inform key stakeholders.

Gartner’s digital workplace maturity assessment data shows that 60% of digital workplaces are still modernizing their workplace infrastructure, and few have achieved great digital employee experience. Application leaders can use our DEX blueprint to transform work for greater business outcomes.

Emerging digital workplace tools and strategies can drive business success, but maximizing returns depends on improving digital workplace maturity. Here, Gartner provides a maturity model that IT leaders responsible for digital workplace transformation can use to align maturity with ambition.

Hype about ChatGPT is getting people excited about using AI-enabled tools to improve IT performance. I&O leaders must encourage education and experimentation with ChatGPT to surface ways that existing I&O tools can increase business value, while moderating inappropriate usage of ChatGPT within I&O.

Digital workplace influencers, an evolution of champions, are integral in increasing workforce digital dexterity and technology adoption. This research helps IT leaders responsible for the digital workplace build and maintain an influencers network to scale employee enablement.

Many organizations are adopting new DEX tools or evolving existing deployments beyond tactical use cases but miss key implementation steps that ensure ongoing ROI. I&O leaders can use this research to successfully deploy a new DEX tool or expand the use of existing ones.

Increased business dependence on technology and an accelerated rate of change are overwhelming I&O, undermining system stability and degrading the employee experience. I&O leaders should adopt continuous endpoint engineering, an agile approach for the digital workplace.

Whiteboard section of the Q1 2023 Gartner Business Quarterly which is a journal for C-suite leaders and their teams, offering proven guidance in a themed collection of concise articles. This issue’s focus: help your talent keep transformation on track.

I&O leaders are under pressure to optimize costs and become more efficient while retaining talent, improving the digital employee experience and meeting ESG goals. In 2023, I&O leaders will need to advance their strategy to balance all of these objectives.

Managing multi-SaaS environments with disparate consoles results in sprawl, lack of control and overspending. SaaS management platforms simplify the process, but the market is immature. I&O leaders can use this Market Guide to evaluate generally available capabilities and navigate the SMP market.

Organizations are embracing modern management principles for their Windows devices. However, few fully understand their options, and most incorrectly assume that the end state must be full modern management. This research helps I&O leaders plan and lead their Windows modern management journey.

UEM tools have become critical for IT to manage and secure endpoint devices, and to enable the distributed enterprise. This contextualization helps technology leaders in midsize enterprises navigate UEM market dynamics and product differentiation.

Tools that measure and continually improve the digital employee experience are increasing in importance as enablers of a modern digital workplace. Digital workplace leaders can use this Market Guide to understand available capabilities and navigate the DEX tools market.

Unified endpoint management is integral to managing, securing and enabling technology for the distributed enterprise. Infrastructure and operations leaders should use this research to evaluate UEM solutions based on four use cases and 15 critical capabilities.

UEM tools, critical to helping I&O leaders manage, secure and enable the hybrid workplace, saw increased adoption and minor product advancements in 2022. I&O leaders with separate mobile device and PC management tools should use this research to plan UEM investment and consolidation.

Emerging digital workplace tools and strategies can drive business success, but fully realizing value depends on understanding of and alignment with each organization’s digital workplace maturity. Digital workplace leaders can use this interactive tool to assess where they stand in this regard.

Broadcom’s acquisition of VMware could negatively affect organizations that depend on Horizon, Workspace ONE and Carbon Black. This research helps IT leaders responsible for these VMware products within their organizations prepare for the future.

Emerging digital workplace tools and strategies can drive business success, but realizing value often depends on an organization’s digital workplace maturity. Here, Gartner provides a maturity model that IT leaders responsible for the digital workplace can use to align maturity with higher-level ambitions.

Progressive organizations understand the importance of establishing a digital workplace, but struggle to define the new roles required to support it. I&O leaders and others responsible for the digital workplace can use this toolkit to create or update job descriptions and assemble the best talent.

Hybrid work and increasing technology change are overwhelming IT teams, making it hard for infrastructure and operations leaders responsible for digital workplace services to keep pace with demand. They need to manage the digital employee experience, prioritize feedback and focus on enablement.

Employee experience is just another buzzword without a defined owner and a clear path for delivery. Digital workplace application leaders must use the methods of understanding experience to deliver a successful digital employee experience in the future of work.

Remote and hybrid strategies pressure digital workplace I&O leaders to measure and improve employee productivity and experience. Cloud-powered workplace technology is nearing mainstream adoption, and I&O leaders need to optimize workplace technology to improve the productivity of hybrid work.

Despite growing digital workplace investment, the employee experience with technology remains a “black box” for most I&O leaders. This research defines a strategy supported by next-generation tools that aggregates data, delivers action-oriented insights and improves the digital employee experience.

The acceleration of digital work has been transformational. To deliver an ambitious digital workplace, application leaders must build an IT-led team seeking partnerships with HR, corporate real estate, business leaders and employees to deliver on the future of work.

Increased business dependence on technology and an accelerated rate of change are overwhelming I&O, undermining system stability and degrading the employee experience. To improve agility and the employee experience, I&O leaders must adopt CEE, which is an agile approach for the digital workplace.

Infrastructure and operations leaders can improve efficiency and security by taking a modern approach to patching Windows and third-party applications. Here, we outline three key focus areas that can accelerate your endpoint patching strategies.

The shift to more remote work in the wake of the pandemic has led organizations to move mobile investments to new use cases. This research helps I&O leaders prioritize mobile technologies most likely to impact their organizations, including 5G, workplace analytics, and virtual and mixed reality.

UEM tools are key to managing PCs and mobile devices, maintaining continuity of digital workplace technology and simplifying IT administration to enable the anywhere workforce. This research helps I&O leaders evaluate UEM solutions based on four use cases.

UEM adoption, vendor acquisitions and partnerships, and incremental product advancements accelerated in 2020. UEM tools are now positioned to help infrastructure and operations leaders enable anywhere operations. The MQ offers analysis of leading UEM tools.

Progressive organizations appreciate the importance of establishing a digital workplace services organization, but struggle to define the new roles. This Toolkit includes job descriptions for eight roles that I&O leaders can use to assemble the best talent to enable digital workplace success.

Microsoft 365 and Google Workspace receive over 500 updates a year, to a monthly cadence. As application and software engineering leaders can’t review them all, they must understand the release cycle and establish new roles and processes to decide which need review and which can be deployed quickly.

Microsoft 365 and Google Workspace allow for new ways to create, collaborate, communicate and share information. Application and software engineering leaders must work with business stakeholders to provide the content, data and application governance needed for proper use and protection.

Microsoft 365 and Google Workspace include services that business employees are unfamiliar with and often do not use. As this reduces the return on investment for cloud office services and limits new ways of working, application and software engineering leaders must invest in employee enablement.

For many employees, the novelty of working from home has worn off, and there is growing uncertainty about a permanent move to hybrid work. We present some common-sense approaches that organizations can use to combat anxiety around hybrid work, while boosting team unity and efficiencies.

Organizations with low workforce digital dexterity are looking to a champions network to help employees use technology. To address a common question, this research helps IT leaders responsible for digital workplace build and maintain a champions network to scale digital workplace enablement.

While some I&O organizations have dabbled in automating simple support and device management tasks, most have yet to automate digital workplace experiences. I&O leaders can transform operations by using ML-generated insights to drive automation and simplify digital workplace technology management.

Managing SaaS applications with disparate admin controls decreases IT’s ability to track usage, automate management tasks and establish consistent security posture across the portfolio. Scalable SaaS portfolio management requires I&O leaders to adopt SMP tools.

Midsize enterprises pursuing unified endpoint management tools will find few rightsized tools and many enterprise-grade tools of varying capability and maintenance effort required. MSE I&O leaders can use this research to identify UEM solutions that best fit their requirements.

Citrix will need to adapt to the rapidly changing desktop virtualization market, growth in the number of cloud-based desktop-as-a-service vendors and migration to the cloud. This research enables CIOs and IT leaders to evaluate Citrix, based on the company’s strengths, opportunities and challenges.

Ivanti bolsters mobile device management and zero-trust access with the completed acquisition of MobileIron. I&O leaders using or considering Ivanti should review the impact and prepare for change (in Magic Quadrant for Unified Endpoint Management).

The acquisition of MobileIron strengthens Ivanti’s mobile device management and zero-trust access capabilities. I&O leaders using or considering MobileIron should review the impact and prepare for change (in Magic Quadrant for Unified Endpoint Management).

Antiquated and rigid IT processes and operating models impede the cultivation of a digitally dexterous workforce. I&O leaders must adapt to elevate and empower digital workplace services to enable new ways of work though adoption of digital workplace technologies.

Microsoft bundles products for ease of purchase and to increase penetration of its solutions. I&O leaders responsible for the digital workplace are often motivated to purchase Microsoft 365, which includes EMS, or move from EMS E3 to E5, but must determine financial viability prior to negotiations.

Application leaders responsible for digital workplaces are under huge pressure due to the pandemic, employee stress and fast technological change. They should transform remote workers into “force multipliers” and preempt “gaming” of AI-driven metrics in order to optimize engagement and productivity.

End-user services are being transformed by dynamic digital workplace I&O that automate tasks and improve user experience. To drive business growth, I&O leaders must operationalize technology deployed reactively during the initial pandemic response into permanent, strategic solutions.

Amid the COVID-19 crisis, infrastructure and operations leaders responsible for the digital workplace are looking to cut costs and, where possible, save jobs. We present more than 20 suggestions to cut costs of hardware, software and services.

Traditional client management does not scale to support a highly distributed workforce, making tasks such as patching and deploying software difficult. This research helps I&O leaders eliminate barriers to digital workplace success and improve the end-user experience with modern management.

Cloud-native applications introduce visibility gaps, creating monitoring and management challenges. I&O leaders who are not equipped to leverage ML and AI technologies to understand relationships and performance of distributed systems put their digital business transformation initiatives at risk.

UEM tools are key to addressing mobile and traditional endpoints, maintaining continuity of end-user computing operations, and delivering seamless IT administration in the era of expanded remote work. This research helps I&O leaders evaluate UEM solutions based on the four most common use cases.

Drastic change and a global pandemic marked a tumultuous year in the UEM market. The past 12 months magnified legacy CMT limitations and drove I&O leaders to UEM for reduced complexity, location-agnostic device management and analytics to track and improve device performance and user experience.

Infrastructure and operations leaders should use this Hype Cycle to understand the relative market maturity levels of user and team devices, evolving endpoint management tooling, and technologies and scenarios for wearables in the enterprise.

Emerging technologies can amplify the capabilities of midsize enterprises, enabling them to scale without making massive resource investments. This Hype Cycle is designed to help MSE IT leaders accurately identify and practically apply emerging technologies to advance business outcomes.

Application leaders supporting digital workplace initiatives are in the spotlight, given the need to improve the digital resiliency of the workforce during and after the pandemic. This Hype Cycle analyzes the most important tools and disciplines needed to boost workforce digital dexterity

Security leaders seek to protect enterprise endpoints from attacks and breaches, and to offer efficient and secure remote access. As EDR matures and reaches wide adoption, XDR, UES and SASE emerge to offer ways to integrate stand-alone security solutions.

A frontline worker’s job tasks are often drastically different than those of a desk-based worker, requiring different and optimized solutions. I&O leaders responsible for mobility for frontline workers should evaluate the technologies in this Hype Cycle.

A modern digital workplace is key to digital business transformation. It must support remote work requirements, growing ranks of frontline workers, and myriad devices and cloud delivery options. I&O leaders must speed the modernization of applications, technologies and the skills that support them

The rise of remote work and availability of new technologies have rendered existing user segmentation models outdated. I&O leaders must rightsize the design of digital workplace infrastructure and operations by updating segmentation models to focus on places of work and the processes performed.

How should organizations reinvent themselves to drive digital transformation in the post-COVID-19 world? Infrastructure and operations leaders should implement an “Everywhere Enterprise” strategy focused on enabling dispersed workers and distributed infrastructure to serve ubiquitous customers.

I&O leaders often measure success by system stability and security, ignoring employee use of technology. A hands-off approach not only inhibits adoption, but also often leads to incorrect use. We analyze the impact that enablement can have on digital workplace success.

I&O leaders should use this Toolkit to streamline the creation and update/maintenance of endpoint device usage policies and procedures. It includes a policy template that is suitable for organizations of all sizes, as well as a user affirmation template. Adapt these templates to your program needs.

Traditional EUC fails to elevate employee experience amid continuous endpoint updates. I&O leaders must prove the value of infrastructure-led disruption by adopting a continuous endpoint engineering approach and modern endpoint management to drive user enablement and operational efficiency.