The ubiquity of mobile devices and social media gives us an addictive, always-on capability. This ability to constantly connect to and interact with customers, employers, friends, family and the world at large means that all our interactions—personal and business—now flow into a single stream of communication....
Published: Oct 06, 2014
Enterprises all over the world are transforming IT by adopting service automation tools and processes, making teams more innovative and efficient. CIOs can shift their attention from maintenance to service, effectively changing enterprise IT from the department of no to the department of Now
Service automation tools...
Published: Sep 07, 2016
CIO priorities center on three strategic business objectives: reducing costs and increasing efficiency; mitigating risk around security, availability, and performance; and enabling agility, faster services, and aligning IT with the business.
Download the IDC InfoBrief to learn how HCI enables new market opportunities....
Published: Nov 01, 2018
For most companies, Active Directory (AD) or LDAP and plays the central role in coordinating identity and access management policies. Directory integration typically serves as a "source of truth" for user identities, and it provides access control to on-premises resources such as networks, file servers,...
Published: Nov 08, 2016
This Enterprise Management Associates® (EMA™) research summary, sponsored by Riverbed®, highlights some of the key findings of EMA’s landmark report, “Network Management Megatrends 2016: Managing Networks in the Era of the Internet of Things, Hybrid Cloud, and Advanced Network Analytics....
Published: Jan 31, 2017
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders.
Instead, all customer “touch-points” must be viewed as part of a continuum. Customer touchpoints include Web Self-Service, Interactive Voice Response, Contact...
Published: Apr 05, 2013
In analyzing the experiences of existing customers, Nucleus found that a single remote support tool to support multiple types of devices, coupled with Rescue’s ease of use and management dashboards, enabled companies to increase support staff productivity, accelerate issue resolution, increase end user productivity,...
Published: May 08, 2015
Performance issues today are compounded by increasingly complex infrastructures that IT teams must contend with when delivering applications. As a result detecting and fixing performance problems is hard.
Sluggish end-user transactions may present themselves as being slow due to the code. However, that slowness is...
Published: Jan 31, 2017
The new generation of employees entering the workforce has grown up in a world of constant change and innovation. Employees want to learn continuously and expect that their employers value and nurture their potential.
The global, mobile, transient nature of this new workforce makes it easy for employees to jump ship...
Published: Apr 22, 2014
Consumerization of IT forces enterprises to rethink their approach to IT service delivery. What does consumerization really mean and why does it matter? Understand the basics to accurately identify the practical implications and benefits for your organization.
This guide explores the realities of IT Consumerization...
Published: Aug 18, 2014
This book consists of six short chapters and introduces you to the basics of finding talent through social media, including tips and tricks specific to each of the social networks. You also find out how new technology can help you find talent whether they’re actively looking for jobs or not. Arm yourself with the...
Published: Jan 16, 2014
In this exciting new piece of research, the IBM Institute of Business Value surveyed 900 business and IT executives from 70 countries. Through our research, we identified nine levers that together enable organisations to create value from an ever-growing volume of data from a variety of sources – value that results...
Published: Jul 07, 2014
Walgreens’s innovations relate to the complexity of its interrelated systems. Service virtualization enables concurrent development and early testing. HP Software automates rules-based testing, enabling Walgreens to test hundreds of thousands of scenarios of data flow that can occur among its software applications—a...
Published: May 05, 2014
Increasingly, Artificial Intelligence is showing up in the products we use and the activities we engage in, from our workplace apps to our customer experiences. Hopes are high. Promises are extravagant. And the potential is huge. But the reality today is considerably less grand. With typical “black box” approaches,...
Published: Oct 31, 2019