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.
As noted here previously, there are numerous words, phrases, and acronyms which are either unique to the IT service management and ITIL world, or have a specific meaning within those contexts.
To help clarify these terms and concepts, Kinetic Data has compiled definitions for nearly 60 items in our ITIL – ITSM glossary.
But the IT discipline is constantly evolving, with new practices, technology, concepts, models, trends and ideas being introduced. Reflecting these ongoing changes, four new entries were recently added to the glossary of ITSM terms.
When any portion of an enterprise network or data center fails, restoring operation as quickly as possible is the top priority. For complex problems, immediately setting up a virtual war room using online enterprise collaboration software is the most effective approach.
Data center downtime is horrendously expensive; while cost estimates vary widely by industry, some of the most comprehensive research concludes the “average cost of data center downtime across industries (is) approximately $7,900 per minute” while “the average reported incident length was 86 minutes, resulting in average cost per incident” of nearly $700,000.
Furthermore, outages are occurring more frequently. In addition to the increasing complexity and scope of operating systems and core management and control suites, as well as hybrid cloud network infrastructures, leading causes of outages include:
Now that cloud computing and the consumerization of technology enable non-technical business process owners to address many of their own data needs—and digital technology is finding its way into a vast range of products (i.e., the Internet of Things) —is the term “IT” still useful and accurate? Or is the abbreviation for “information technology” now too limiting, even counterproductive, in describing this function?
That’s the intriguing question raised by Robert Plant in a Harvard Business Review post. Plant writes that IT as a term “is no longer appropriate in a business context” and continues:
Given the rapid and dramatic changes occurring in business and technology, it’s challenging to predict events even one year out (though a post here last fall took a shot at predicting IT trends for 2015).
This article by Roy Atkinson and Craig Baxter shares some of the findings from “an ambitious project to look ahead about five years and make some assertions about where the technical service and support industry will be by the year 2020,” launched late last year by the HDI Strategic Advisory Board.
Bombarded by rapidly changing business requirements and frustrated by the constraints of legacy management and control systems, the natural reaction of technology decision makers may be to rip out the big, old platform and replace it with a big, new one. But that isn’t always the best answer.
As Sanjay Srivastava and Gianni Giacomelli write in IndustryWeek (Separating Impact from Hype: How CFOs Achieve Technology ROI), ” A huge, multi-year implementation is no longer the only option available to leverage better technology. In fact, massive implementations can sometimes undermine actual business goals.”
The two authors ask why “so many companies reach the end of a multi-year deployment only to discover they are not materially better off than before, and that the world has moved on to the next big thing,” and contend this is because, in many instances, enterprises “implement a vast array of process and technology improvements rather than surgically target the actual drivers of desired business outcomes.” In other words, firms take a revolutionary “rip and replace” approach to large systems rather than implementing flexible, incremental answers to specific business needs.
While change is a constant in IT, there’s no question that the technology developments of the past couple of years and what’s in store for the coming year are…different. The confluence of cloud computing, BYOD, consumerization, shadow IT, low-code platforms, the Internet of Things (IoT), and big data, among other trends, is creating challenges that are bigger, faster, and more disruptive than ever before.
“A giant wave is crashing over IT as we know it. Our industry is one where waves regularly come and go, each one pushing something we held precious into the past. We have come to understand that technologies have a limited life span. It is an accepted notion in our industry. But this current wave is different—it is a tsunami, and IT leaders are in danger of being swept away.”
IT service management (ITSM) principles are being embraced in shared service functions (HR, finance, facilities, etc.) in an increasing number of organizations. Whether applied within the enterprise or by service providers, ITSM tools and practices are helping to improve processes and reduce service costs. The results are better alignment between IT and business functions, faster service fulfillment, and happier end users.