Having the Right Partner Makes all the Difference for ITSM SaaS Tools

Amy DeMartine

At my wedding reception (I will NOT be saying how many years ago), another couple and my husband and I took the dance floor when the cotton eyed joe began to play.   I’ve actually seen it danced a few different ways but the way we danced it then involved a lot of going forwards and backwards, kicking and hopping to and fro in a circle as couples rather than traditional line dancing.  How did we manage this dance in a very small circle with all the dress clothes including my poofy wedding dress (THAT probably dated me) to boot and still manage to laugh our way through it?  Our partners made all the difference. 

You are probably thinking – she just released the ITSM Implementation Service Providers Wave for North America a few weeks ago with a blog, why didn’t she bring up the partnership story then?  Because picking the right partner for ITSM SaaS is just as important as picking an implementation service provider for success.  Everyone knows that when you pick a SaaS provider, they are responsible for the delivery operations of that service.  But I find clients who know very little about what the delivery capabilities are for the ITSM SaaS vendors and in the past we did not have a method of highlighting the differences between delivery capabilites.   In the newly released Forrester Wave: ITSM SaaS Delivery Capabilities report, I take the 10 vendors we have classified as having an “established” client base in the Market Overview: IT Service Management SaaS Tools Update, 2014 report and applied 30 evaluation criteria to detail these differences.

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How Mobile Technologies Can Turbo-Charge Customer Loyalty And Customer Experience

JP Gownder

The Wall Street Journal published an interesting article on Hilton’s plans to invest $550 million in technology solutions that will empower guests to use “smartphones to choose rooms, check in and even unlock doors.” From the customer’s perspective, such a system – if implemented properly – solves a number of problems: Ensuring the best available room choice (as with airline seat choosing apps); no more waiting in line just to check-in; no more lost (or demagnetized) hotel room key cards.

From Hilton’s perspective, the business benefits could be substantial: Driving loyalty and active preference for Hilton hotels; better customer satisfaction and customer experience scores; and up-sell to more services. For example, at check-in, promotions for room upgrades can be presented right on the user’s smartphone, potentially increasing the chance of acceptance.

Disney's MagicBand: A $1 Billion Technology Investment In Customer Experience

Yet it’s not just Hilton – nor just smartphones – at play here. Starwood is rolling out similar functionality in its apps for W Hotels and aloft. Other mobile solutions employ wearable technologies in “B2B2C” scenarios – i.e. instances in which the company provides the wearable tech to customers:

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How to Find the Right Provider to Complete Your ITSM Project

Amy DeMartine

A common inquiry I get from clients has some of the following flavors:

  • “We’ve chosen a new ITSM tool and need help moving to it.  Who can help us?”
  • “We want to choose a new ITSM product and an implementation provider at the same time.  How do I know which implementation providers work with a particular ITSM product?”
  • “We don’t have the resources to automate our processes.  Who can help us with that by applying best practices?”
  • “We want to work with someone who has developed industry specific best practices.  Who really delivers that?”
  • “We need to revolutionize the way we are delivering services so we can focus on what really matters to the company.  Is there an implementation service provider who can help get us there from where we are today?”
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Gateways Will Accelerate Data Migration To The Cloud

Henry Baltazar
The last few days have been eventful in the cloud gateway space and should provide I&O organizations more incentive to start evaluating gateways.  Yesterday, EMC announced its acquisition of cloud gateway startup TwinStrata which will allow EMC customers to move on-premise data from EMC arrays to public cloud storage providers.  Today, Panzura launched a free cloud gateway and their partner Google is adding 2TB of free cloud storage for a year to entice companies to kick the tires on a gateway.  Innovation and investment in this area does not appear to be slowing down.  CTERA locked in an additional $25 million in VC funding last week to accelerate the sales and marketing efforts to support its cloud gateway and file sync & share products.
 
Though the cloud gateway market has grown slowly so far, this technology category is about to become mainstream.  Cloud Gateways are disruptive since they can facilitate data migration from on-premises to a public cloud storage service to create a true hybrid cloud storage environment.  Basically, a cloud gateway is a virtual or physical storage appliance which looks like a NAS or block storage device to users and applications on-premises, but can write data back to a public cloud storage service using the native APIs of that cloud.  
 
A number of use cases have emerged for cloud gateways including:
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Holography Spells The Next Phase Of Innovation In Projection Technology

Nupur Singh Andley

No longer just a science fiction fantasy, holography technology is set to fuel major innovation in both business and consumer applications. Offering superior visual experience and support for interactive and intuitive applications, holography is already being leveraged in various scenarios, while the capabilities are also driving development of innovative applications across multiple industries. For instance, holography is being tested for simulation-aided training applications, as humans tend to notice patterns better when they’re presented in three dimensions. The US Army Research Laboratory collaborated with Zebra Imaging to test the success of digital holography for medical training purposes and found that students retained about 30% more information from holography-enabled training compared with textbook-based training. Holography is being successfully deployed in a variety of contexts. We found that:

  • Holography is gaining traction across industries. Organizations are deploying holography for a variety of consumer and business applications, ranging from entertainment to design and exploration. Moreover, the technology’s usefulness is being tested for critical applications such as surgery — where it presents images of human organs in an interactive three-dimensional environment that allows the surgeon to manipulate these images in real time, making the procedure less invasive.
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Chinese Tech Management Pros: Start Looking Closely At Domestic IT Vendors

Frank Liu

Several events over the past few months in China will affect both the IT procurement strategy of Chinese organizations and the market position and development of local and foreign IT vendors, including:

  • A government-led push away from foreign IT vendors. Amid security concerns, the Chinese government has issued policies to discourage the use of technology from foreign IT vendors. As a result, many IT and business decision-makers at state-owned enterprises (SOEs) and government agencies have put their IT infrastructure plans — most of which involved products and solutions from foreign IT vendors — on hold. They’ve also begun to consider replacing some of their existing technology, such as servers and storage, with equivalents from domestic vendors. This is significant given that government agencies and SOEs are the key IT spenders in China.
  • A trend to get rid of IBM, Oracle, and EMC. Alibaba was an early mover, replacing its IBM Unix servers, Oracle databases, and EMC storage with x86 servers, open source databases like MySQL and MongoDB, and PCIe flash storage. This has evolved into replacing these foreign products and solutions with ones from local Chinese vendors. For example, Inspur launched the I2I project to stimulate customers to drop IBM Unix servers in favor of Inspur Linux servers to support business development. The Postal Savings Bank of China, China Construction Bank, and many city commercial banks have started deploying Inspur servers in their data centers. However, this only affects the x86 server and storage product market: While domestic vendors can provide x86 servers and storage, they still have no databases to replace Oracle’s.
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Move Beyond Availability And Performance Monitoring With Software Analytics

John Rakowski

I put this blog together to support my new research report on ‘Introducing Software Analytics, A Key Business Technology Solution’. If you want to know why it’s key then please read on…

We all know how mobile apps and websites are changing the way we interact with services and products. Yesterday evening after watching England fulfill their expectations of being dumped out of the World Cup in the first round (technically we can still get through but need a miracle), I decided to do my grocery shopping. So I got out my smartphone, opened up the browser and within 30 minutes had created an online order which will be delivered this Saturday. I now take this service for granted.  In fact, I can’t envisage a world in which I have to go to a supermarket and actually walk around with a trolley anymore and I wonder whether my 19 month old daughter will ever experience the ‘delight’ of walking around a busy supermarket.

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Run, Don’t Walk, If The First Thing You Hear From Your Network Vendor Is BYOD, TCO, Or SDN

Andre Kindness

If a network vendor representative starts off with any of these three phrases — software-defined networking (SDN),bring-your-own-device (BYOD), or lower total cost of ownership (TCO) — I would ask them to leave and come back when they have done their homework on your business. Why? Because clearly they don’t know what your business does and aren’t prepared to help you improve revenue, add new clients, or delight current customers in The Age Of The Customer. The company is treating your team and infrastructure as just a number.

These phrases are all vendor-led marketing initiatives, not customer pain points. Fundamentally, networks should be more than packets delivering PowerPoint slides, connecting users to SAP, or enabling a voice call. Networks touch every part of the business and have significant impact on changing the way business can be done. And the business is expecting to get some business value of out the platform. Therefore you shouldn’t be ok getting a generic networking pitch. You are the customer —make them work for your dollars by making them demonstrate how they can help your business. If you work for a:

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Where Does Windows 8.1 Stand With Enterprises And Users?

JP Gownder

Since the original release of Windows 8 on October 26, 2012, the operating system has benefitted from two major updates — Windows 8.1 (in October, 2013) and the Update to Windows 8.1 (in April, 2014). With these updates, Microsoft sought to address a variety of user concerns and feedback, including some major revisions to the user interface. In the latest update, Microsoft has introduced some useful new features like the ability to right-click from the Start Screen:

We've just released a new report assessing the status of the Update to Windows 8.1 and what it means for enterprises. Whoa — hold on, you might say: Isn't Windows 7 the enterprise standard now? Does Windows 8.1 matter to the enterprise at all?

Indeed, Windows 7 remains the enterprise standard; most enterprises have only recently weaned themselves fully off of XP. But Windows 8.1 does matter in the enterprise, for several reasons:

  • Infrastructure buyers are interested in Windows 8.1 devices. In more than 50 recent inquiries with Forrester, clients asked about laptop replacement scenarios for Windows 8 devices. I&O pros tell Forrester that they like the idea of deploying replacement devices that are two-in-one laptop replacements — that is, devices used both for mobile tablet scenarios and then back at the desk with a mouse and a keyboard. 2-in-1 can conceivably save them money; rather than buying a laptop and a tablet, they like the idea of providing one device that can fill both purposes. They also cite manageability, the ability to domain-join the devices, legacy application compatibility, and other reasons for their interest.
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What’s Your Cloud Future?

James Staten

We know that cloud services and cloud platforms are here to stay and should be considered part of your overall IT portfolio but how much of that portfolio will these services occupy in your future? For most companies – and probably all enterprises - your future won’t be 100% cloud. And your business units and line employees have already ensured that it won’t be 0% cloud. So what’s the right number?

Answering this question isn’t as important as understanding how to prepare your organization for the percentage to be higher than you think it will be – that’s where you should be prioritizing.

On July 9th and 14th, I will be conducting a two-part webinar series for Forrester clients on The Future of Cloud Computing that will help you better understand how this market is moving, how your application portfolio is evolving and what you should be doing about it.

The research behind this webinar series comes primarily from three recent Forrester reports that are recommended reading for those planning their Cloud Playbook. They are:

·      The Public Cloud Market is in Hypergrowth – this report details the rate of cloud services adoption today and our forecast for cloud services between now and 2020. In this report, we discuss the factors affecting cloud service adoption and the patterns of use, which are key to understanding how your company is shifting to the cloud.

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