The current state of the market for enterprise collaboration applications seems to present somewhat of a paradox. On one hand, leaders in business and government recognize the increasingly vital role collaboration will play in the future of work, and the benefits of apply the right tools and technology to facilitate that collaboration.
On the other hand, other than for simple point-solution tools (e.g., file sharing, team chat applications), actual adoption of enterprise collaboration technology remains low. They are often viewed as tools that are difficult for CIOs to “sell” within their organizations.
The tide may be shifting: a recent study by IDG Global Research found that “79% of all respondents consider internal collaboration to be of high importance at their organizations overall and 60% of all respondents consider external collaboration to be of high importance.” Furthermore, half plan to back up those beliefs with increased spending on enterprise collaboration technology in the coming year.
Continue reading “Six Ways to Make Enterprise Collaboration Work Better”
The consumerization of IT, digital business model disruption, and the need for greater speed in technology development are combining to dramatically change the role of IT service management. According to Dennis Drogseth of Enterprise Management Associates (EMA), “Both the ‘rules’ and the ‘roles’ governing IT Service Management (ITSM) are evolving” as the relationship changes “between IT and its service consumers.”
In The Future of ITSM: How Are Roles (and Rules) Changing? Part 2, Drogseth details several conclusions from the organization’s research, expanding on previously reported findings. Here are three observations that stand out, with additional commentary.
Service management isn’t just for IT anymore.
Among EMA’s findings, “89% of respondents had plans to consolidate IT and non-IT customer service.”
Continue reading “Three More Key Findings About the Future of IT Service Management from EMA Research”
Remember the story of the tortoise and the hare? “Slow and steady wins the race”? Econ 101 lectures about economies of scale? Business truisms like “Nobody ever got fired for buying…” (insert any large, established vendor name here)?
Such nuggets of business wisdom seem to no longer apply. Today, in the words of author Jason Jennings, “It’s not the big that eat the small, it’s the fast that eat the slow.” Competitive advantage comes from reworking business processes and service delivery models to improve speed not by 10% or even 100%, but by multiples. Consider:
- According to a recent Financial Times story by Lisa Pollack, “A Berlin company, founded in 2013, built an online service that allows new customers to open a bank account in under eight minutes…The company, Number26, has signed up more than 30,000 customers after launching what it deems ‘Europe’s most modern bank account’ in January.”
Continue reading “Agile, DevOps Feed the Need for (Business) Speed”
As products and services become more commoditized, competition is increasingly global, and high product quality is no longer a differentiator, the potential reward for providing excellent customer service becomes ever greater. As noted here recently, having “happy customers (leads) to higher profitability and stock price.”
The costs of poor customer become greater as well. According to the latest customer service statistics, just 1% of customers ” feel that their expectations of good customer service are always met.” Meanwhile, 86% are willing to pay up to 25% more for a better customer experience.
Among other findings regarding the frustration caused by poor customer service:
- 84% of customers say that their expectations had not been exceeded in their last customer service interaction.
- 82% of consumers have stopped doing business with a company because of bad customer service.
- 58% will never use the company again after a negative experience.
Continue reading “How to Provide Simply Great Customer Service”
By Andrew Kramer and Matt Howe
There’s increasing interest among enterprises in IaaS (Infrastructure-as-a-Service). Many organizations are moving their servers to cloud-based providers like Amazon Web Services (AWS) and Microsoft Azure, among others. The promise of the cloud is fast and cheap infrastructure, but that needs also be balanced with security and control.
All cloud providers offer API integration to their services; Amazon has a vast array of services and completely documented APIs (and even a Ruby SDK), making the work of creating integration with these services fairly easy—if you have the right tools.
One of our customers, a global technology company, recently asked us to create a way to provision a Virtual Private Cloud that included their business rules—something they’ve struggled with using other tooling. Continue reading “How to Provision a Virtual Private Cloud in 45 Seconds”
The confluence of disruptive business models, emerging technologies (cloud computing, IoT, wearables) and the consumerization of IT has dramatically redefined the role of the CIO. While there’s no question the CIO’s job description is evolving (a Google search for “changing role of the CIO”–in quotes–yields more than 30,000 results), there’s no clear consensus on exactly what that means.
But a recent research report from Deloitte and accompanying summary suggest a new twist on the title: the CIO as “chief integration officer.” In this role, the CIO “integrates” technology, ideas, and processes across business functions to drive innovation and improve business performance.
The full report is well worth investigating, though it runs to 150 pages; the summary is an informative, quicker read. Continue reading “New CIO Role: Eight Ways to be a Chief Integration Officer”
While there’s a great deal of chatter about team chat applications, actual enterprise adoption remains low. Why? Quite possibly it’s because enterprises won’t invest in new tools without a specific need; and when such needs are identified, team chat apps often lack the functionality required to address them.
A recent study by Irwin Lazar, vice president and service director at Nemertes Research, defines team chat apps as those that:
- “Offer persistent group collaboration spaces that include text chat, document sharing, and often voice/video/desktop sharing;
- Are typically available via mobile app stores or via a browser as a cloud/software-as-a-service (SaaS) product;
- Enable easy inclusion of team members from inside and outside of the corporate firewall; and
- Offer a freemium model designed to get users hooked, and then pay for additional functionality such as security and management.”
Continue reading “Why Team Chat Alone Isn’t Enterprise Collaboration”
From major retailers to news services to government agencies, headlines about major data breaches are now alarmingly common.
Of course, hacking is nothing new. Initially the province of underground hobbyists, hacking burst into public consciousness with the release of the 1983 movie War Games. Though it’s now quaintly nostalgic, clips from the film were actually shown in the U.S. Congress at the time as “a ‘realistic representation’ of the dangers of hacking,” and inspired passage of the Computer Fraud and Abuse Act (CFAA) within a year.
Today, despite heightened awareness (and extensive investments in data protection technologies), the number and cost of data breaches continue to rise as foreign governments and cyber criminals seek to steal information for commercial and military advantage.
Continue reading “Data Breaches and Enterprise Information Security: A Better Response”