Without more data it's hard to draw a firm conclusion here. For instance, how many of the IBM Mac users are Mac users at home who have been supporting themselves for years and already know how to use a Mac? How is IBM setting up the machines for software installations, updates, OS patches, etc.? Does IBM use smartcards for logon (probably not)? Smartcards for VPN access (probably not)? How is the user data being backed up (or not) and where is it stored (Mac and Windows differences)? What policies have they applied to Windows machines (like disabling CD-ROM drives) and have they bought 3rd Party software to do the same for Macs? How are they pushing out certificates to Mac users, if at all, versus Windows machines? How they do or don't configure each platform has a tremendous impact on support calls.
And probably the most important question of all: how much other Microsoft crap is IBM using (Office, SharePoint, Lync, etc.). Because most of the Microsoft crap gets even crappier when running on a Mac. If Mac users aren't generally using Microsoft's other products, then that could explain the call volume difference right there!
At most companies that is a self service function on an internal web server.
Well let's hope not. That is a reliable system shouldn't require a lot of restarts.
I'm actually wondering if the requests for Mac support are more technical in nature. The simple stuff is already taken care of on a Mac.
I'd like to see break-down of those 5% and 40% support calls. Just to get some feel how well IBM environment is configured.
Because article doesn't give much beside some PR stuff... the part about installing, licensing etc. Those are nice features - but they also exist on Windows platform.
Most our customers with 50 seats or more have on-premise KMS server that handles Microsoft licensing automatically. You install VL Office, Visio, Project... on domain machine, it get's license from KMS server, nothing required from end user to do.
We also image new machines remotely for biggest customers - manually installing and deploying 200 computers would be a hell of a job. Machines get unpacked and plunged to network at the desks they will be used. They get booted over the lan and fully imaged - and image contains OS, updates, drivers and approved apps. Yes it requires machines with PXE capability, but such customers do use enterprise-grade machines anyway... HP Elitebooks mostly in our case.
The millennial generation all grew up using Apple products. The i-Generation (born into the iPhone world) will even more entrenched into Apple. Only a matter of time before the old retire and the new generation moves away from windows.
Have you see the Microsoft Windows 10 campaign full of toddlers?
I just watched those new ads and I can't get that stupid slogan out of my head. It's driving me nuts and not in a good way. Who the hell signed off on a stupid phrase like "PC does what?"?!? It just shows how desperate they are to get PC users to buy new PCs. Is it going to have any meaningful impact on Apple.
Sounds like a hashtag backfire waiting to happen " src="http://forums-files.appleinsider.com/images/smilies//lol.gif" />
this! it is amazing that Windows laptops still haven't got this working right.
classic boneheaded move -- the other day at work i put my Dell laptop into Hibernate mode, and it starts shutting down. then i close the lid and tossed it into my bag. i get home, open the laptop lid, and it...resumes from Sleep -- then proceeds to complete the Hibernate command I gave it before closing the lid. omg. what the hell, guys.
Windows killed my Dell laptop HDD years ago because of Sleep/Hibernate. It was bug that they fixed years after the OS release.
They know their job may be on the line if Mac's are adopted because of fewer problems.
Its up to CIO to take charge and 'think big' and beyond just the initial cost of a computer but look at maintenance and support.
By the way the IBM+Apple partnership is something Steve Jobs never accomplished.
Cisco partnership.
China mobile partnership.
Docomo partnership.
Partnership with luxury brands.
Partnership with medical research.
Tim Cook is doing some amazing things that Jobs could only dream of. Not taking anything away from Jobs, just showing that Cook is a worthy successor.
To be fair, most of those "partnership"s were years in the making. And, we know that the China Mobile and Docomo deals were similar to how Apple approached the US wireless market, make a deal with the smaller players, #2 and #3, and wait for #1 to capitulate on your terms. It may take years, Verizon took what, over 5 years?, but that strategic partnership all began under Steve's watch. Partnering with medical research really began under Steve for obvious reasons. Notice how many of the relationships are with Stanford Med.
Of course Tim is worthy, Steve chose him for a reason.
Hell yeah. never used PC at home again since 2011 when I first bought a Mac Mini.
My sister worked for IBM for 15 years as an Enterprise Application Support engineer and she only used Macbook at home. She was sick of PC. She was right about that one day IBM would adopt Mac even I said No back then.
What you just described is exactly what Casper does, only it looks better while it does it
Quote:
Originally Posted by nikon133
I'd like to see break-down of those 5% and 40% support calls. Just to get some feel how well IBM environment is configured.
Because article doesn't give much beside some PR stuff... the part about installing, licensing etc. Those are nice features - but they also exist on Windows platform.
Most our customers with 50 seats or more have on-premise KMS server that handles Microsoft licensing automatically. You install VL Office, Visio, Project... on domain machine, it get's license from KMS server, nothing required from end user to do.
We also image new machines remotely for biggest customers - manually installing and deploying 200 computers would be a hell of a job. Machines get unpacked and plunged to network at the desks they will be used. They get booted over the lan and fully imaged - and image contains OS, updates, drivers and approved apps. Yes it requires machines with PXE capability, but such customers do use enterprise-grade machines anyway... HP Elitebooks mostly in our case.
That's exactly the stuff that Casper does, and more. Apple IS enterprise-grade equipment.
Personally within IBM. I know lots of MAC user always stuck with problems like "how do I connect to the intranet wifi network", "how to make my presentatoon work with the projector". Do not these are the issues captured by helpdesk.
Worse for engineering work force as none of the utilities or service aids is MAC friendly.
Hope this is not another mistake IBM going to make after OS2.
At most companies that is a self service function on an internal web server.
Well let's hope not. That is a reliable system shouldn't require a lot of restarts.
I'm actually wondering if the requests for Mac support are more technical in nature. The simple stuff is already taken care of on a Mac.
Is still a too small percentage to comment. Initial MAC users are more like general user. Hence less call, less issue with applications on OSx.
What you just described is exactly what Casper does, only it looks better while it does it
That's exactly the stuff that Casper does, and more. Apple IS enterprise-grade equipment.
I did not say that Apple is not enterprise-able. It is hardly a secret that Apple was and is popular among education, for example... and considering how under-staffed school IT departments often are (at least in New Zealand), it is obvious that Apple had to "science the crape out of IT management" to make it sustainable in such environments
All I said is, I'd like to see some details about problems IBM support is addressing on either platform. Now that they have changed alliance from Microsoft/Lenovo to Apple, it is possible that they are not strictly following best practices for Windows deployment and management any more. Also, it will be in their interest to motivate as many of their previous customers to switch from Microsoft to Apple platforms, as that will give them more new customers for their new Apple related products.
Or let me put it this way: company I work for is outsourcing IT support for number of NZ companies. Our help-desk is not seeing even remotely that much support tickets as what IBM is telling us. Either our customers are smarter than IBM employees, or IBM is doing something wrong?
They know their job may be on the line if Mac's are adopted because of fewer problems.
Its up to CIO to take charge and 'think big' and beyond just the initial cost of a computer but look at maintenance and support.
By the way the IBM+Apple partnership is something Steve Jobs never accomplished.
Cisco partnership.
China mobile partnership.
Docomo partnership.
Partnership with luxury brands.
Partnership with medical research.
Tim Cook is doing some amazing things that Jobs could only dream of. Not taking anything away from Jobs, just showing that Cook is a worthy successor.
Hmm I don't see why that would be the case. IT includes more than just issuing notebooks.
Quote:
Originally Posted by wizard69
Still it is hard to get off MS based hardware in the business world. Many apps out there only run on MS Windows. In some cases only on old versions. I still have Windows XP based machines around to run software that doesn't work on newer versions of Windows. In the automation world a lot of software seems to get abandoned by the companies that use to make the hardware.
Apple does the same thing sometimes. It wasn't profitable to maintain Xserve support, so it eventually went away some time after they discontinued sales. I'm surprised more of these things don't run on Linux though.
"Speaking to more than a thousand Apple IT administrators was Fletcher Previn,..."
I did a double-take on that line. Probably shows my age. I read "...a thousand Apple II administrators"!! LOL!! Now, that would be the IBM I knew back when.
On the surface the lower support requirements for Mac seem to make sense. However, I would be curious to know if application-specific support problems were controlled for in the comparison. Could it be that the PCs were running apps that required more support and that were not being used as frequently on the Mac?
Comments
And probably the most important question of all: how much other Microsoft crap is IBM using (Office, SharePoint, Lync, etc.). Because most of the Microsoft crap gets even crappier when running on a Mac. If Mac users aren't generally using Microsoft's other products, then that could explain the call volume difference right there!
I'd like to see break-down of those 5% and 40% support calls. Just to get some feel how well IBM environment is configured.
Because article doesn't give much beside some PR stuff... the part about installing, licensing etc. Those are nice features - but they also exist on Windows platform.
Most our customers with 50 seats or more have on-premise KMS server that handles Microsoft licensing automatically. You install VL Office, Visio, Project... on domain machine, it get's license from KMS server, nothing required from end user to do.
We also image new machines remotely for biggest customers - manually installing and deploying 200 computers would be a hell of a job. Machines get unpacked and plunged to network at the desks they will be used. They get booted over the lan and fully imaged - and image contains OS, updates, drivers and approved apps. Yes it requires machines with PXE capability, but such customers do use enterprise-grade machines anyway... HP Elitebooks mostly in our case.
Here is Apple's "iPhone in Business" page: http://www.apple.com/iphone/business/
The nice customer profiles on the "iPhone in Business" page: http://www.apple.com/iphone/business/in-action/
The nice IT resources on the "iPhone in Business" page: http://www.apple.com/iphone/business/it/
Now compare with what's available in their "Mac in Business" page: http://www.apple.com/business/mac/
Seriously?
Have you see the Microsoft Windows 10 campaign full of toddlers?
http://m.gsmarena.com/microsoft_starts_windows_10_ad_campaign_focusing_on_children-blog-13147.php
Maybe Microsoft is hoping that advertising to babies will help them claim the class of 2040.
I just watched those new ads and I can't get that stupid slogan out of my head. It's driving me nuts and not in a good way. Who the hell signed off on a stupid phrase like "PC does what?"?!? It just shows how desperate they are to get PC users to buy new PCs. Is it going to have any meaningful impact on Apple.
Sounds like a hashtag backfire waiting to happen
Windows killed my Dell laptop HDD years ago because of Sleep/Hibernate. It was bug that they fixed years after the OS release.
And this is why IT departments hate Mac's.
They know their job may be on the line if Mac's are adopted because of fewer problems.
Its up to CIO to take charge and 'think big' and beyond just the initial cost of a computer but look at maintenance and support.
By the way the IBM+Apple partnership is something Steve Jobs never accomplished.
Cisco partnership.
China mobile partnership.
Docomo partnership.
Partnership with luxury brands.
Partnership with medical research.
Tim Cook is doing some amazing things that Jobs could only dream of. Not taking anything away from Jobs, just showing that Cook is a worthy successor.
To be fair, most of those "partnership"s were years in the making. And, we know that the China Mobile and Docomo deals were similar to how Apple approached the US wireless market, make a deal with the smaller players, #2 and #3, and wait for #1 to capitulate on your terms. It may take years, Verizon took what, over 5 years?, but that strategic partnership all began under Steve's watch. Partnering with medical research really began under Steve for obvious reasons. Notice how many of the relationships are with Stanford Med.
Of course Tim is worthy, Steve chose him for a reason.
Once you try Mac you're not going back.
Hell yeah. never used PC at home again since 2011 when I first bought a Mac Mini.
My sister worked for IBM for 15 years as an Enterprise Application Support engineer and she only used Macbook at home. She was sick of PC. She was right about that one day IBM would adopt Mac even I said No back then.
Does this admin actually do any work himself or does he just dump it on everyone else?
What you just described is exactly what Casper does, only it looks better while it does it
I'd like to see break-down of those 5% and 40% support calls. Just to get some feel how well IBM environment is configured.
Because article doesn't give much beside some PR stuff... the part about installing, licensing etc. Those are nice features - but they also exist on Windows platform.
Most our customers with 50 seats or more have on-premise KMS server that handles Microsoft licensing automatically. You install VL Office, Visio, Project... on domain machine, it get's license from KMS server, nothing required from end user to do.
We also image new machines remotely for biggest customers - manually installing and deploying 200 computers would be a hell of a job. Machines get unpacked and plunged to network at the desks they will be used. They get booted over the lan and fully imaged - and image contains OS, updates, drivers and approved apps. Yes it requires machines with PXE capability, but such customers do use enterprise-grade machines anyway... HP Elitebooks mostly in our case.
That's exactly the stuff that Casper does, and more. Apple IS enterprise-grade equipment.
Worse for engineering work force as none of the utilities or service aids is MAC friendly.
Hope this is not another mistake IBM going to make after OS2.
Is still a too small percentage to comment. Initial MAC users are more like general user. Hence less call, less issue with applications on OSx.
This kind of statistic is generally useless.
I did not say that Apple is not enterprise-able. It is hardly a secret that Apple was and is popular among education, for example... and considering how under-staffed school IT departments often are (at least in New Zealand), it is obvious that Apple had to "science the crape out of IT management" to make it sustainable in such environments
All I said is, I'd like to see some details about problems IBM support is addressing on either platform. Now that they have changed alliance from Microsoft/Lenovo to Apple, it is possible that they are not strictly following best practices for Windows deployment and management any more. Also, it will be in their interest to motivate as many of their previous customers to switch from Microsoft to Apple platforms, as that will give them more new customers for their new Apple related products.
Or let me put it this way: company I work for is outsourcing IT support for number of NZ companies. Our help-desk is not seeing even remotely that much support tickets as what IBM is telling us. Either our customers are smarter than IBM employees, or IBM is doing something wrong?
And this is why IT departments hate Mac's.
They know their job may be on the line if Mac's are adopted because of fewer problems.
Its up to CIO to take charge and 'think big' and beyond just the initial cost of a computer but look at maintenance and support.
By the way the IBM+Apple partnership is something Steve Jobs never accomplished.
Cisco partnership.
China mobile partnership.
Docomo partnership.
Partnership with luxury brands.
Partnership with medical research.
Tim Cook is doing some amazing things that Jobs could only dream of. Not taking anything away from Jobs, just showing that Cook is a worthy successor.
Hmm I don't see why that would be the case. IT includes more than just issuing notebooks.
Still it is hard to get off MS based hardware in the business world. Many apps out there only run on MS Windows. In some cases only on old versions. I still have Windows XP based machines around to run software that doesn't work on newer versions of Windows. In the automation world a lot of software seems to get abandoned by the companies that use to make the hardware.
Apple does the same thing sometimes. It wasn't profitable to maintain Xserve support, so it eventually went away some time after they discontinued sales. I'm surprised more of these things don't run on Linux though.
I did a double-take on that line. Probably shows my age. I read "...a thousand Apple II administrators"!! LOL!! Now, that would be the IBM I knew back when.
BAM!
Basically IBM just said "the computing platform that we invented sucks".
Nope not quite; what IBM is saying is "the OS that took over our PC computing platform" sucks".