Published By: Genesys
Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes.
Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include:
• Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI
• 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance
• In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year
As organizations have improved service delivery, they have also turned their focus to presenting business value more positively. These organizations are beginning to develop true BSM systems in two ways: by understanding the metrics that successful businesses employ to determine the value of IT, and by linking these metrics and associated business services to IT infrastructure components.
Managing service delivery in todayís complex and dynamic business environments demands new and different approaches from IT. The explosive growth and the rate of change of information has brought particularly daunting challenges for IT that have contributed to incredibly complex underlying infrastructures. To get a true picture of all of the components necessary to support an IT or Business Service, you must access and bring together data that resides in disparate data silos throughout the enterprise.
ITIL provides a framework of customizable best practice initiatives that help organizations consistently deliver high-quality IT services. Effective ITIL implementation adds value to the IT infrastructure and improves business and service delivery.
As IT evolves towards a more business-aligned position, it must seek out new ways of working that support more effective operations, service creation, and service delivery. These include technologies, processes, and a culture that supports higher levels of accountability, as well as more dynamic responsiveness to business needs.
Service virtualization tools simulate software components so end-to-end testing can proceed even when dependent components are not available. That means teams can perform integration tests sooner and more often, accelerating the delivery of high-quality, thoroughly tested applications.
"In today’s Idea Economy, businesses need to turn ideas into services faster. Every new business and established enterprise is
at risk of missing a
market opportunity and being disrupted by a new idea or business model. It has never been easier, or more cru
cial, to turn ideas into new
products, services, or applications
—and quickly drive them to market. But IT needs an infrastructure that enables them to partner with the
business to speed the delivery of services."
Mirazon improves service delivery and customer experience for cloud and virtualization services supported with fiber Internet. A scalable cost model provides the flexibility to serve clients large and small. Mirazon also provides faster response and problem resolution for off-site client backup and managed service solutions, and uses reliable, high-network quality Unified Communications applications to improve customer collaboration.
Published By: HPE Intel
Published Date: Mar 14, 2016
Innovative companies around the world have embraced a modernized, business-centric approach to IT, delivering orchestrated solutions that help achieve better business results. Now, more efficient and agile servers support this innovation by combining compute, storage, and networking resources to manage entire IT environments as programmable elements that are flexibly tailored to meet changing business demands. With HPE ProLiant Gen9 servers, you can redefine your IT infrastructure so that it’s converged, software-defined, cloud-ready, and workload-optimized. HPE ProLiant Gen9 servers can help organizations align IT infrastructures with key business outcomes: running operations efficiently, accelerating IT service delivery, and increasing business productivity and performance.
Published By: HPE Intel
Published Date: Mar 15, 2016
As more enterprises adopt technologies such as cloud, mobile, and analytics to help achieve strategic competitive advantage, CIOs and IT managers must support business-critical processes at a very high level across the enterprise. At the same time, IT organizations must manage complex hybrid IT infrastructures that include both cloud and on-premises technologies from multiple vendors and support providers. IDC believes that to tackle these challenges, IT organizations should look to support
providers for comprehensive offerings to help optimize IT operations and improve the efficiency of IT service delivery. In addition, IDC recommends that IT organizations looking to manage rapid change in today’s IT landscape consider support providers with a record of innovative support services and a focus on advanced technology in support delivery.
Building on 25 years of server market leadership, the HPE ProLiant Gen9 portfolio—which includes HPE OneView software for simplified, converged management—offers optimal performance, increased storage, reduced energy consumption, and greater visibility and control across IT environments. Now everyone from enterprises to small and medium businesses (SMBs) can lower the cost of IT services, reduce delivery times, and improve their overall performance to gain a competitive edge. Download this white paper to learn more about the HPE ProLiant Gen9 portfolio.
Recently awarded Best Sandwich Menu Variety from NRN’s Consumer Picks Survey, Jason’s Deli is known for providing healthy menu options and excellent customer service to millions of customers each year. Their goal is to delight customers and create a positive experience every time.
The Jason’s Deli IT department is no different. IT sets the same high standards for service delivery as Jason’s Deli does in their restaurants. IT partners with all areas of the business and wants to be “easy to do business with.”
Published By: Commvault
Published Date: Jul 06, 2016
The cloud is changing everything. It’s transforming IT organizations with agility and efficiency like never before, enabling them to realize new IT-as-a-Service delivery models. Yet, with change also comes new challenges. Read more to see how you can solve them so that you can realize the full potential of your next cloud project.
Published By: LogMeIn
Published Date: Mar 19, 2015
Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing at breakneck speed. Our support organizations are adding new services, taking on new roles and responsibilities, engaging in different ways with their customers, and consolidating many operational functions to create a scalable delivery model that is focused on customer success and outcomes within a cost structure that meets the company’s revenue, cost, and margin goals. This report will explore some of these issues, and how support organizations can make the shift needed to meet their customers' needs.
Service virtualization offers a solution. Service virtualization tools simulate software components so end-to-end testing can proceed even when dependent components are not available. That means teams can perform integration tests sooner and more often, accelerating the delivery of high-quality, thoroughly tested applications.
Published By: MuleSoft
Published Date: Jan 16, 2018
To achieve efficiencies in today’s turbulent economic climate, government entities need to integrate legacy applications with modern systems and web services. Orchestration between multiple systems across various departments and municipalities is needed to deliver quality public services. At the same time, public sector agencies face aggressive timelines and budget constraints, changing constituent needs, and open source policies. Learn how utilizing a lightweight, standalone Enterprise Service Bus (ESB) enables government entities to meet these key challenges and deliver vital public goods while cutting costs.
Evalute important decisions:
Achieving efficiencies in today’s turbulent budgetary environment
Time to Delivery and Budget Constraints
Constituent Needs and Public Value
Open Source Policies & Initiatives
The Software Architecture for Government
Learn to deliver projects within tight schedules and fiscal constraints - download now.
A related recent development in the data center is converged infrastructure (CI). Instead of the traditional silo deployment approach to storage, compute, and network resources, all infrastructure elements are delivered and managed in a single environment, providing virtualized access to business services in an efficient manner. This is particularly suitable for cloud-based delivery models. However, since CI achieves lower costs through optimization of data center resources, it can be effective for all IT organizations, regardless of the way in which the services are managed or presented.
Für viele Unternehmen stehen die Flexibilisierung und Agilität der IT-Infrastruktur ganz oben im Pflichtenheft. Immer mehr Geschäftsprozesse erfolgen online und in Echtzeit. Die klassische IT-Service-Delivery kommt zunehmend an ihre Grenzen und den IT-Abteilungen fällt es immer schwerer, die Anforderungen der Fachbereiche nach schneller und kostengünstiger Bereitstellung von ITRessourcen zu erfüllen.
A fundamental people-process-technology transformation enables businesses to remain
competitive in today’s innovation economy. Initiatives such as advanced security, fraud detection
services, connected consumer Internet of Things (IoT) devices, augmented or virtual reality
experience, machine and deep learning, and cognitively enabled applications drive superior
business outcomes such as predictive marketing and maintenance.
Superior business outcomes require businesses to consider IT a core competency. For IT, an
agile, elastic, and scalable IT infrastructure forms the crucial underpinning for a superior service
delivery model. The more up to date the infrastructure, the more capable it is of supporting the
scale and complexity of a changing application landscape. Current-generation applications must
be supplemented and eventually supplanted with next-generation (also known as cloud-native)
applications — each with very different infrastructure requirements. Keeping infrastructure up
Datacenter improvements have thus far focused on cost reduction and point solutions. Server consolidation, cloud computing, virtualization, and the implementation of flash storage capabilities have all helped reduce server sprawl, along with associated staffing and facilities costs. Converged systems — which combine compute, storage, and networking into a single system — are particularly effective in enabling organizations to reduce operational and staff expenses. These software-defined systems require only limited human intervention. Code imbedded in the software configures hardware and automates many previously manual processes, thereby dramatically reducing instances of human error. Concurrently, these technologies have enabled businesses to make incremental improvements to customer engagement and service delivery processes and strategies.
In this research report from CA Technologies and IDG, read how many IT leaders are finding help through the DevOps movement: a discipline with the mission to improve IT service delivery agility and quality.