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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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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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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Salesforce Wear Aims To Turbo-Charge Both Enterprise And B2B2C Wearables Markets

JP Gownder

On June 10, Salesforce.com announced Salesforce Wear, a bundle of free tools and reference applications aimed at evangelizing the power of enterprise wearables. The offering supports six different wearable devices, each with its own open-source reference application to help developers design and build wearable apps that connect to the Salesforce1 platform.

Salesforce Wear has the potential to turbo-charge the growing market for enterprise wearables. Enterprises using Salesforce Wear will gain tools and reference applications that immediately apply to six wearable devices: three smart watches (Pebble, Samsung Gear, and Android Wear), plus Google Glass, the Myo armband, and Bionym’s Nymi authentication device.

Some of the reference applications are pure enterprise/B2B workforce enablement applications, like the Google Glass application for oil rigs, which can be generalized to other field service scenarios (and which, conceptually, I have written about before). Salesforce Wear’s app facilitates real-time field actions by providing schematics of the equipment being serviced, offering a view into the full service history of the equipment, and connecting field workers to colleagues for real-time collaboration. All in all, the reference app helps field workers fix problems more quickly and effectively.

Salesforce Wear's Casino Reference Application with the Bionym Nymi Band. Source: Salesforce

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Red Hat Releases RHEL 7 – Linux Continues Its March To The Top

Richard Fichera

When the first Linux distributions based on the 3.0 kernel were released almost a year ago, I was struck by how far Linux had advanced. The latest turn of the crank for Linux, in the form of Red Hat Enterprise Linux 7 (RHEL 7), reinforces this opinion. Built primarily on recent versions of the Linux 3.0 et seq kernel available to the entire Linux community, including SUSE, Red Hat, Cannonical and others, RHEL 7 continues the progress of the Linux community toward an OS that is fully capable of replacing proprietary RISC/UNIX for the vast majority of enterprise workloads. It is apparent, both from the details on RHEL 7 and from perusing the documentation on other distribution providers, that Linux has continued to mature nicely as both a foundation for large scale-out clouds as well as a strong contender for the kind of enterprise workloads that previously were only comfortable on either RISC/UNIX systems or large Microsoft Server systems. In effect, Linux has continued its maturation to the point where its feature set and scalability begin to look like and feel like a top-tier UNIX.

In addition to the required low-level plumbing – schedulers, memory management and file systems capable of keeping up with both high-volume transactions and operating effectively in large distributed clusters – Red Hat has also focused on features to improve the installation and management experience, thus directly reducing cost of ownership, following in the footsteps of other modern OS development trajectories.

Among the enterprise technology that caught my eye:

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New Research For The Customer-Obsessed I&O Leader

Dave Bartoletti

It’s no surprise that digital disruption is everywhere. Empowered customers are disrupting every industry, and infrastructure and operations (I&O) leaders must adapt to this new reality. We believe that technology management is in the middle of a new evolutionary cycle that will transform I&O from its traditional role as infrastructure provider to a new role as a broker and manager of technology services.

It’s should also be no surprise, then, that cloud and mobile disruption is putting a strain on traditional infrastructure team organizational structures. Consolidated and hybrid cloud infrastructure needs a new organization, and you need to prepare your team for the new business technology era. To do so, you need to encourage your team to develop service management, automation, collaboration, and marketing skills, to name a few. We’re seeing a spike in inquiries about new organization models to speed the path to cloud.

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Understanding Cloud Costs Gets Easier: Amazon Web Services Rolls Out New TCO Calculator

Dave Bartoletti

Two years ago, I published one of my most popular reports, Understand The True Cost Of Cloud Services. In it I laid out a model to help compare current infrastructure costs against the costs of running equivalent workloads at a traditional hosting provider and in the AWS public cloud. This type of comparison is often the first step in a company’s journey to cloud. Before you start moving workloads to any cloud provider, are you sure the cost savings are really there? The answer isn’t always obvious, and depends on measuring a set of critical metrics, including:

·       Your application load patterns

·       Your current operations team staff costs

·       Your virtualization consolidation ratio

·       Your storage and network hardware, license and administrative costs

·       Your facilities (space, power, cooling) costs

The problem with cloud cost modeling is that it can be hard to get accurate estimates for current costs – find the right people, ask them for cost details, work through the numbers, verify accuracy, project future costs, etc. – and things that take too long just don’t get done. In our model, we used our Relative Cost of Operations methodology to simplify analysis and focus on what changes when you shift to cloud infrastructure. I also faulted some of the public cloud providers for low-balling cloud costs or hiding assumptions in their own on-line cost comparison tools.

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New AWS Management Tool For VMware Is Just That – A New Tool, Not A Cloud Game-Changer

Dave Bartoletti

The new Amazon Web Services Management Portal for vCenter was launched last week and generated a bit of buzz on Twitter and elsewhere. VMware reacted quite strongly, and I think that makes sense in a hyper-competitive cloud market, but it was a bit out of proportion to the real threat posed by the AWS tool.

I doubt most savvy cloud buyers (or VMware admins, for that matter) will think this new plug-in for vCenter is a cloud management tool. It’s not. Like other vCenter plug-ins, it makes it easier for an admin using vCenter to get something done without leaving the wildly popular virtualization management portal (like the P2V or V2V tools of yore). In this case, that something includes VMware-to-EC2 conversions and some basic housekeeping tasks: create an AWS virtual private cloud, launch an instance, etc. Image creation, migration, and basic configuration does not a complete cloud management solution make – there’s a lot more to do to create and manage a hybrid cloud implementation and enable workload portability. But this will make it easier to run conversions to AWS and that irks VMware a bit, since it offers its own public cloud option in vCloud Hybrid Service (vCHS).

Rather than draw attention to how limited the AWS Management Portal is, VMware should use its existence to drive home three important points about the company’s overall cloud positioning:

1) allowing competitors to add plug-ins to manage competing public cloud instances shows that VMware’s not scared to compete for your cloud VMs;

2) vCenter is obviously very sticky and widely used, and AWS wants to get in front of those eyeballs – VMware still has critical admin mindshare; and

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