Published By: Zendesk
Published Date: Jun 29, 2018
The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way.
We know customers prefer self-service, via a knowledge base, if one is available. A Gartner report estimates that CIOs can reduce customer support costs by 25% or more when proper knowledge management discipline is in place.
If you've been on the sidelines waiting to take the self-service leap, this white paper will prove that you and your agents already partake in the activities needed to offer great self-service, every single day.
Transportation companies are expected to solve logistical challenges, improve service, optimize costs and increase efficiencies. More and more, they are turning to new IoT technologies to help them achieve this.
In this guide, we’ve identified the latest location, routing and other data-driven services, that are helping commercial fleet management and logistics organizations differentiate and lead the way in an increasingly complex market.
Businesses worldwide are being pushed to enhance customer service while streamlining costs and processes. This means looking to solution providers to help reduce the operating costs of vehicle fleets.
Discover how HERE Technologies is using location services to boost efficiency, safety, and customer satisfaction. This e-book is for everyone who is developing innovative fleet solutions?that overcome management challenges and help customers gain a competitive advantage
Cloud services bring new and significant cybersecurity threats. The cloud can be secured—but not by the vendor alone. Are you clear about the risks and your responsibilities as an IT leader?
Read this report to understand:
• how cloud adoption is reshaping the threat landscape
• why identity and access management must be a priority
• what are cybersecurity best practices in a modern IT environment
• which emerging technologies offer hope for improving cybersecurity outcomes.
Download the report now:
Legacy Enterprise Resource Planning (ERP) solutions are no longer capable of keeping up with today’s fast-moving world – Enterprise Management is the new business reality.
Whether you’re a manufacturer, distributor, service provider or mid-market enterprise, we’ll reveal to you a world beyond ERP.
• Download our new ‘Move Beyond ERP’ eBook to understand the business challenges you have, and how to meet them.
• Understand why businesses are outgrowing traditional ERP and are burdened by its inefficiencies.
• Look at the benefits of Enterprise Management, which provides real-time data intelligence, improved forecasting, and accelerated business processes.
Digital innovation has fundamentally changed how the world operates. As modern
technology permeates every area of our lives, our expectations around the
availability of information and the speed with which we can obtain it are higher
than ever before. This applies to how we shop, as well as how we make business
and major life decisions.
Some would have you believe that ITIL® is on its way out. That it’s no longer relevant in
today’s fast-paced digital environment.
But ITIL still holds many timeless truths. As a set of best practice recommendations, ITIL
provides a solid foundation and a common language for IT service management (ITSM)
in these rapidly changing times.
The problems arise when ITIL is seen as dogma. If you apply it too literally—as rules to
follow, instead of recommendations to consider—ITIL will slow you down. You’re left
struggling to keep up with ever-increasing user demands, not to mention your enterprise’s
need to modernize and digitally transform.
If you suspect ITIL is slowing you down, read on to uncover the seven ways ITIL has
commonly been misapplied—and gain guidance on how you can go faster, while still
upholding ITIL principles.
The concept of “shifting left” has gained traction in
software development as a way to increase agility,
reduce cost, and improve product and release quality.
But shifting left has also been hailed as a powerful
method for optimizing IT service management. When
the service desk team shifts left, both end users and
service desk personnel benefit from greater efficiency
and service quality, which leads to happier, more
productive internal customers—and ultimately,
better business outcomes.
Consumers worldwide continue to adopt and use technology in their shopping experience.
Faced with rising customer expectations and increasing competitive pressures, retailers
now are prioritizing in-store innovation. Many retailers have adopted multichannel
implementations, in which mobile, web, and in-store shopping are enabled but not delivered
consistently to the customer. The next step in this evolution is an omnichannel strategy, now
being deployed by some retailers, which presents a consistent shopping experience across
mobile, web, and in-store channels. Omnichannel also enables retailers to integrate back-end
infrastructure technologies (e.g., servers, databases, etc.) and cloud-based services (e.g., loyalty
programs, personalized recommendations, inventory management, etc.) to improve many
aspects of store and enterprise operations.
An omnichannel strategy relies on several core and supporting technologies. The key factors in
evaluating any omnichannel-enabling solution includ
Published By: MuleSoft
Published Date: Jul 13, 2018
"This brief API management best practices eBook will give API strategists, architects and developers a roadmap for creating practical APIs by leveraging existing services. By following the 7 best practices outlined in this ebook, developing successful APIs is easier than you think.
The best practices guide will cover:
-The relationship between SOA and API management
-How to think about and approach API design
-A pattern for securing and managing your APIs
-Things to consider when selecting an API management solution"
Published By: Microsoft
Published Date: Jul 20, 2018
Each organization has a unique journey to the cloud based on its own starting point, its history, its
culture, and its goals. This document is designed to meet you wherever you are on that journey and
help you build or reinforce a solid foundation around cloud application development and operations,
service management, and governance.
At Microsoft, we have been on our own journey for the past decade, and over the past years we have
learned important lessons by developing our own internal and customer-facing systems. At the same
time, we've been fortunate to share the experiences of thousands of customers on their own journeys.
This document is designed to share those experiences and distill them into proactive guidance. You
do not need to follow these recommendations to the letter, but you ignore them at your peril. Our
experience has shown that a careful approach to these topics will speed you along on your
organization’s journey and avoid well understood pitfalls.
For the past severa
Published By: Microsoft
Published Date: Jul 20, 2018
Cloud is becoming an essential ingredient to a successful IT infrastructure. Recent research by IDC has
identified how the growth of cloud as a computing platform has magnified the importance of cloud skills to
the success of the enterprise. Moreover, it is becoming clear that IT professionals with cloud skills are
strongly influencing both the type of cloud infrastructure and the ultimate pace of adoption of cloud. This
puts IT professionals with cloud skills in the driver's seat of their own career. In fact, IT professionals with
certifications related to cloud development and operations have dramatically more influence over their
organizations' adoption and expansion of cloud services than otherwise similar IT professionals have
over the adoption of other types of technical solutions. Cloud skills accelerate the success and career
path of IT professionals.
The impactful cloud roles are diverse: Multicloud or hybrid cloud management, workload-centric
management, and DevOps illustrate
Published By: Microsoft
Published Date: Jul 20, 2018
Microsoft commissioned Forrester Consulting to conduct a Total Economic
Impact™ (TEI) study to examine the potential return on investment (ROI)
enterprises may realize by shifting some or all their management and
operations from on-premises, hosted, and outsourced implementations to
Azure’s infrastructure-as-a-service (IaaS) offering. The purpose of this
study is to give readers a framework to evaluate the potential financial
impact, or ROI, of leveraging Azure IaaS for their organizations. Benefits
gained by interviewed customers that migrated or re-architected some or
all workloads from on-premises to IaaS include:
› Greater revenue opportunities from business-to-business (B2B) and
customer web channels with a solution that is more mobile and reliable,
and meets scale and seasonality needs.
› Increased profits from those revenues.
› Improved production efficiency.
› Reduced datacenter, IT resource, and outsourcing costs.
› Easier and faster software and hardware management (such as
A forward-looking CMDB does more than keep an organization's IT operations running. It draws clear connections between IT components and business services, which is the core of Business Service Management (BSM). But even more critical than the CMDB's ability to support business as it is now, is the question of how well it will drive business innovation in the future.
ASG's Business Service PortfolioT (BSPT) Virtualization Management provides comprehensive oversight, inspections, discoveries, warnings, diagnostics, and reporting for the critical technology and administrative disciplines involved in virtual workload management. This is all done in parallel with physical systems management.
In order to provide high quality, cost effective business services in complex, distributed environments, improved IT management strategies are required. Business Service Management (BSM) is a strategic approach to managing IT services in support of improved business performance.
Business runs on content and that content must be managed holistically, across the entire business. However, managing content is, in itself, not enough to drive business. Enterprises must incorporate ECM with other IT management systems to provide complete Business Service Management (BSM).
To meet the challenges of intense competition and increasing customer demands, companies must tightly align their IT service management with business issues and priorities. This paper outlines the maturity steps involved in the progression towards proactive Business Service Management (BSM) and explains how ASG's metaCMDB helps secure its seamless adoption.
Improved business productivity often requires more efficient IT and more efficient IT cannot be achieved without a better understanding of the way business services are run and delivered. Configuration Management Databases (CMDBs) have emerged as a central component for Information Technology Infrastructure Library (ITIL) and business service management (BSM).
Business Service Management (BSM) is of growing importance in the IT world. By managing IT systems according to the business services they support - like order entry, online sales, shipping, or customer service - IT is able to deliver on real business goals like providing competitive advantage, improving customer satisfaction, driving revenue growth, and increasing shareholder value.
Configuration Management is at the heart of the IT Infrastructure Library (ITIL®) and forms the foundation for Business Service Management (BSM). In fact, it is safe to say that neither the ITIL IT Service Management (ITSM) processes nor the BSM functions that leverage ITSM can be efficiently carried out without accurate configuration and dependency information.
There are success stories of businesses that have implemented Business Service Management (BSM) with well-documented, bottom-line results. What do these organizations know that their discouraged counterparts don't?
Configuration Management is at the heart of the IT Infrastructure Library (ITIL) and forms the foundation for Business Service Management (BSM). In fact, it is safe to say that neither the ITIL IT Service Management (ITSM) processes nor the BSM functions that leverage ITSM can be efficiently
carried out without accurate configuration and dependency information.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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