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Harnessing Rapid ITSM for Business Agility | @CloudExpo [#Cloud]
A practical guide to rapid IT Service Management as a foundation for overall business agility

The next BriefingsDirect thought leadership panel discussion centers on how rapidly advancing IT service management (ITSM) capabilities form a bedrock business necessity, not just an IT imperative.

Businesses of all stripes rate the need to move faster as a top priority, and many times, that translates into the need for better and faster IT projects. But traditional IT processes and disjointed project management don't easily afford rapid, agile, and adaptive IT innovation.

The good news is that a new wave of ITSM technologies and methods allow for a more rapid ITSM adoption -- and that means better rapid support of agile business processes.

To deeply explore a practical guide to fast ITSM adoption as a foundation for overall business agility the panel consists of John Stagaman, Principal Consultant at Advanced MarketPlace based in Tampa, Florida; Philipp Koch, Managing Director of InovaPrime, Denmark, and Erik Engstrom, CEO of Effectual Systems in Berkeley, California. The discussion is moderated by me, Dana Gardner, Principal Analyst at Interarbor Solutions.

Here are some excerpts:

Gardner: John Stagaman, let me start with you. We hear a lot, of course, about the faster pace of business, and cloud and software as a service (SaaS) are part of that. What, in your mind, are the underlying trend or trends that are forcing IT's hand to think differently, behave differently, and to be more responsive?

Stagaman: If we think back to the typical IT management project historically, what happened was that, very often, you would buy a product. You would have your requirements and you would spend a year or more tailoring and customizing that product to meet your internal vision of how it should work. At the end of that, it may not have resembled the product you bought. It may not have worked that well, but it met all the stakeholders’ requirements and roles, and it took a long time to deploy.

Stagaman

That level of customization and tailoring resulted in a system that was hard to maintain, hard to support, and especially hard to upgrade, if you had to move to a new version of that product down the line. So when you came to a point where you had to upgrade, because your current version was being retired or for some other reason, the cost of maintenance and upgrade was also huge.

It was a lesson learned by IT organizations. Today, saying that it will take a year to upgrade, or it will take six months to upgrade, really gets a response. Why should it? There's been a change in the way it’s approached with most of the customers we go on-site to now. Customers say we want to use out of box, it used to be, we want to use out of box, and sometimes it still happens that they say, and here’s all the things we want that are not out of box.

But they've gotten much better at saying they want to start from out of box, leverage that, and then fill in the gaps, so that they can deploy more quickly. They're not opening the box, throwing it away, and building something new. By working on that application foundation and extending where necessary, it makes support easier and it makes the upgrade path to future versions easier.

Moving faster

Gardner: It sounds like moving toward things like commodity hardware and open-source projects and using what you can get as is, is part of this ability to move faster. But is it the need to move faster that’s driving this or the ability to reduce customization? Is it a chicken and egg? How does that shape up?

Engstrom: I think that the old use case of "design, customize, and implement" is being forced out as an acceptable approach, because SaaS, platform as a service (PaaS), and the cloud are driving the ability for stakeholders. Stakeholders are retiring, and fresher sets of technologies and experiences are coming in. These two- and three-year standup projects are not acceptable.

Engstrom

If you're not able to do fast time-to-value, you're not going to get funding. Funding isn’t in the $8 million and $10 million tranches anymore; it’s in the $200,000 and $300,000 tranche. This is having a direct effect on on-premise tools, the way the customers are planning, and OPEX versus CAPEX.

Gardner: Philipp, how do you come down on this? Is this about doing less customization or doing customization later in the process and, therefore, more quickly?

Koch: I don't think it's about the customization element in itself. It is actually more that, in the past, customers reacted. They said they wanted to tailor the tool, but then they said they wanted this and they took the software off the shelf and started to rebuild it.

Now with the SaaS tool offerings coming into play, you can’t do that anymore. You can't build your ITSM solution from scratch. You want be able to take it according to use case and adjust it with customization or configuration. You don’t want to be able to tailor.

Koch

But customization happens while you deploy the project and that has to happen in a faster way. I can only concur with all the other things that have already been said. We don't have huge budgets anymore. IT, as such, never had huge budgets, but, in the past, it was accepted that a project like this took a long time to do. Nowadays, we want to have implementations of weeks. We don’t want to have implementations of months anymore.

Gardner: Let’s just unpack a little bit the relationship between ITSM and IT agility. Obviously, we want things to move quickly and be more predictable, but what is it about moving to ITSM rapidly that benefits? And I know this is rather basic, but I think we need to do it just for all the types of listeners we have.

Back to you, John. Explain and unpack what we mean by rapid ITSM as a means to better IT performance and rapid management of projects.

Best practices

Stagaman: For an organization that is new to ITSM processes, starting with a foundational approach and moving in with an out-of-box build helps them align with best practice and can be a lot faster than if they try to develop from scratch. SaaS is a model for that, because with SaaS you're essentially saying you're going to use this standard package.

The standard package is strong, and there's more leverage to use that. We had a federal customer that, based on best practice, reorganized how they did all their service levels. Those service levels were aligned with services that allowed them, for the first time, to report to their consuming bureaus the service levels per application that those bureaus subscribed to. They were able to provide much more meaningful reporting.

They wouldn’t have done that necessarily if the model didn't point in that direction. Previously, they hadn't organized their infrastructure along the lines to say, "We provide these application services to our customer."

Gardner: Erik, how do see the relationship between rapid and better ITSM and better IT overall performance? Are there many people struggle with this relationship?

Engstrom: Our approach at Effectual, what we focus on, is the accountability of data and the ability for an organization to reduce waste through using good data. We're not service [process] management experts, in that we are going to define a best practice; we are strictly on “here is the best piece of data everyone on your team is working [with] across all tools.” In that way, what our customers are able to see is transparency. So data from one system is available on another system.

Those kinds of mistakes are reduced when you share across tools. So that’s our focus and that’s where we're seeing benefit.

What that means is that you see a lot more reduction in types of servers that are being taken offline when they're the wrong server. We had a customer bring down their [whole] retail zone of systems that the same team had just stood up the week before. Because of the data being good, and the fact they were using out-of-the-box features, they were able to reduce mistakes and business impact they otherwise would not have seen.

Had they stayed with one tool or one silo of data, it’s only one source of opinion. Those kinds of mistakes are reduced when you share across tools. So that’s our focus and that’s where we're seeing benefit.

Gardner: Philipp, can you tell us why rapid ITSM has a powerful effect here in the market? But, before we get into that and how to do it, why is rapid ITSM so important now?

Koch: What we're seeing in our market is that customers are demanding service like they're getting at home at the end of the day. This sounds a little bit cliché-like, but they would like to get something ordered on the Internet, have it delivered 10 minutes later, and working half an hour later.

If we're talking about doing a classical waterfall approach to projects as was done 5 or 10  years ago, we're talking about months, and that’s not what the customer wants.

IT is delivering that. In a lot of organizations, IT is still fairly slow in delivering bigger projects, and ITSM is considered a bigger project. We're seeing a lot of shadow IT appearing, where business units who are demanding that agility are not getting it from IT, So they're doing it themselves, and then we have a big problem.

Counter the trend

With rapid ITSM, we can actually counter that trend. We can go in and give our customers what's needed to be able to please the business demand of getting something fast. By fast, we're talking about weeks now. We're of course not talking 10 minutes in project sizes of an ITSM implementation, but we can do something where we're deploying a SaaS solution.

We can have it ready for production after a week or two and get it into use. Before, when we did on-premise or when we did tailoring from scratch, we were talking months. That’s a huge business advantage or business benefit of being able to deliver what the business units are asking for.

Gardner: John Stagaman, what holds back successful rapid ITSM approach? What hinders speed, why has it been months rather than days typically?

Stagaman: Erik referenced one thing already. It has to do with the quality of source data when you go to build a system. One thing that I've run into numerous times is that there is often an assumption that finding all the canonical sources of data for just the general information that you need to drive your IT system is already available and it’s easy to populate. By that I mean things like, what are our locations, what are our departments, who are our people?

The other major thing that I run into that introduces risks into a project is when requirements aren't really requirements.

I'm not even getting to the point of asking what are our configuration items and how are they related? A lot of times, the company doesn't have a good way to even identify who a person is uniquely over time, because they use something with their name. They get married, it changes, and all of a sudden that’s not a persistent ID.

One thing we address early is making sure that we identify those gold sources of data for who and what, for all the factual data that has to be loaded to support the process.

The other major thing that I run into that introduces risks into a project is when requirements aren't really requirements. A lot of times, when we get requirements, it’s a bunch of design statements. Those design statements are about how they want to do this in the tool. Very often, it’s based on how the tool we're replacing worked.

If you don't go through those and say that this is the statement of design and not a statement of functional requirement and ask what is it that they need to do, it makes it very hard to look at the new tools you're deploying to say that this new tool does that this way. It can lead to excess customization, because you're trying to meet a goal that isn’t consistent with how your new product works.

Those are two things we usually do very early on, where we have to quality check the requirements, but those are also the two things that most often will cause a project to extend or derail.

Gardner: Philipp, any thoughts on problems, hurdles, why poor data quality or incomplete configuration management and data? What is it, from your perspective, that hold things back?

Old approach

Koch: I agree with what John says. That’s definitely something that we see when we meet customers.

Other areas that I see are more towards the execution of the projects itself. Quite often, customers know what agile is, but they don’t understand it. They say they're doing something in an agile way. Then, they show us a drawing that has a circle on it and then they think they are agile.

When you start to actually work with them, they're still in the old waterfall approach of stage gates, and milestones.

So, you're trying to do rapid ITSM implementation that follows agile principles, but you're getting stuck by internal unawareness or misunderstanding what this really means. Therefore, you're struggling with doing an agile implementation, and they become non-agile by doing this. That, of course, delays projects.

Quite often, we see that. So in the beginning of the projects, we try to have a workshop or try to get the people to understand what it really means to do an agile project implementation for an ITSM project. That’s one angle.

They should be asking whether it's easy to tailor the solution. It doesn’t really matter how.

The other angle, which I also see quite often, goes into the area of the requirements, the way John had described them. Quite often, those requirements are really features, as in they are hidden features that the customer wants. They are turned into some sort of requirements to achieve that feature. But very seldom do we see something that actually addresses the business problem.

They should not really care if you can right-click in the background and add a new field to this format. That’s not what they should be asking for. They should be asking whether it's easy to tailor the solution. It doesn’t really matter how. So that’s where quite often you're spending a lot of time reading those requirements and then readjusting them to match what you really should be talking about. That, of course, delays projects.

In a nutshell, we technology guys, who work with this on a daily basis, could actually deliver projects faster if we could manage to get the customers to accept the speed that we deliver. I see that as a problem.

Gardner: So being real about agile, having better data, knowing more about what your services are and responding to them are all part of overcoming the inertia and the old traditional approaches. Let’s look more deeply into what makes a big difference as a solution in practice.

Erik Engstrom, what helps get agile into practice? How are we able to overcome the drawbacks of over-customization and the more linear approach? Do you have any thoughts about moving towards a solution?

Maturity and integration

Engstrom: Our approach is to provide as much maturity, and as complete an integration as possible, on day one. We've developed a huge amount of libraries of different packages that do things such as to advance the tuning of a part of a tool, or to advance the integration between tools. Those represent thousands of hours that can be saved for the customer. So we start a project with capabilities that most projects would arrive at.

This allows the customer to be agile from day one. But it requires that mentality that both Philipp and John were speaking about, which is, if there’s a holdout in the room that says “this is the way you want things,” you can’t really work with the tools the way that they [actually] do work. These tools have a lot of money and history behind them, but one person’s vision of how the tools should work can derail everything.

We ask customers to take a look at an interoperable functioning matured system once we have turned the lights on, and have the data moving through the system. Then they can start to see what they can really do.

It’s a shift in thinking that we have covered well over the last few minutes, so I won't go into it. But it's really a position of strength for them to say, "We've implemented, we’ve integrated. Now, where do we really want to go with this amazing solution?

So the faster we can help customers start to see a working system with their data, the easier it is to start to move and maintain an agile approach.

Gardner: What is it about the new toolset that’s allowing this improvement, the pre-customization approach? How does the technology come to bear on what’s really a very process-centric endeavor?

Engstrom: There are certain implementation steps that every customer, every project, must undergo. It’s that repetition that we're trying to remove from the picture. It’s the struggle of how to help an organization start to understand what the tools can do. What does it really look like when people, party, location, and configuration information is on hand? Customers can’t visualize it.

So the faster we can help customers start to see a working system with their data, the easier it is to start to move and maintain an agile approach. You start to say, "Let’s keep this down to a couple of weeks of work. Let us show it to you. Let’s visit it."

If we're faster as consultancies, if we're not taking six months, if we're not taking two months and we can solve these things, they'll start to follow our lead. That’s essential. That momentum has to be maintained through the whole project to really deliver fast.

Gardner: John Stagaman, thoughts about moving fast, first as consultants, but then also leveraging the toolsets? What’s better about the technology now that, in a sense, changes this game too?

Very different

Stagaman: In the ITSM space, the maturity of the product out of box, versus 10 years ago, is very different.  Ten or 15 years ago, the expectation was that you were going to customize the whole thing.

There would be all these options that were there so you could demo them, but they weren’t necessarily built in a cohesive way. Today, the tools are built in different ways so that it's much closer to usable and deployable right out of the box.

The newest versions of those tools very often have done a much better job of creating broadly applicable process flow, so that you can use that same out of the box workflow if you're a retailer, a utility, or want to do some things for the HR call center without significant change to the core workflow. You might need to have the specific data fields related to your organization.

And, there's more. We can start from this ITSM framework that’s embedded and extend  it where we need to.

Gardner: Philipp, thoughts about what’s new and interesting about tools, and even the SaaS approach to ITSM, that drives, from the technology perspective, better results in ITSM?

If you’re looking at ITSM solutions today, they're web based. They're Web 2.0 technology, HTML5, and responsive UIs.

Koch: I'll concur with John and Erik that the tools have changed drastically. When I started in this business 10 or 15 years ago, it was almost like the green screens of computers that slide through when you look for the ITSM solution.

If you’re looking at ITSM solutions today, they're web based. They're Web 2.0 technology, HTML5, and responsive UIs. It doesn’t really matter which device you use anymore, mobile phone, tablet, desktop, or laptop. You have one solution that looks the same across all devices. A few years ago, you had to install a new server to be able to run a mobile client, if it even existed.

So, the demand has been huge for vendors to deliver upon what the need is today. That has drastically changed in regards to technology, because technology nowadays allows us, and allows the vendors, to deliver up on how it should be.

We want Facebook. We want to Tweet. We want an Amazon- or a Google-like behavior, because that’s what we get everywhere else. We want that in our IT tools as well, and we're starting to see that coming into our IT tools.

In the past we had rule sets, objects, and conditions towards objects, but it wasn’t really a workflow engine. Nowadays, SaaS solutions, as well as on-premise solutions, have workflow engines that can be adjusted and tailored according to the business needs.

No difference

You’re relying on a best practice. An incident management process flow is an incident management process flow. There really is no difference no matter which vendor you go to, they all look the same, because they should. There is a best practice out there or a good practice out there. So they should look the same.

The only adjustments that customers will have to do is to add on that 10-20 percent that is customer-specific with a new field or a specific approval that needs to be put in between. That can be done with minimal effort when you have workflow engine.

Looking at this from a SaaS perspective, you want this off the shelf. You want to be able to subscribe to this on the Internet and adjust it in the evening, so when you come back the next day and go to work, it's already embedded in the production environment. That's what customers want.

Gardner: Now if we’ve gotten a better UI and we're more ubiquitous with who can access the ITSM and how, maybe we've also muddied the waters about that data, having it in a single place or easily consolidated. Let’s go back to Erik, given that you are having emphasis on the data.

When we look at a new-generation ITSM solution and practice, how do we assure that the data integrity remains strong and that we don't lose control, given that we're going across peers of devices and across a cloud and SaaS implementations? How do we keep that data whole and central and then leverage it for better outcomes?

Engstrom: The concept of services and the way that service management is done is really around services. If we think about ITIL and the structure of ITIL [without getting into too many acronyms] the ability to take Services, Assets, and Configuration Management information, [and to have] all of that be consistent, it needs to be the same.

A platform that doesn't have really good bidirectional working data integrations with things like your asset tool or your DCIM tool or your UCMDB tool or your – wherever it is your data is coming from-- the data needs to be a primary focus for the future.

Because we're talking about a system [UCMDB] that can not only discover things and manage computers, but what about the Internet of Things? What about cloud scenarios, where things are moving so quickly that traditional methods of managing information whether it would be a spreadsheet or even a daily automated discovery, will not support the service-management mission?

It's very important, first of all, that all of the data be represented. Historically, we’ve not been able to do that because of performance. We've not been able to do that because of complexities. So that’s the implementation gap that we focus on, dropping in and making all of the stuff work seamlessly.

Same information

The benefit to that is that you’re operating as an organization on the same piece of information, no matter how it’s consumed or where it’s consumed. Your asset management folks would open their HP IT Asset Manager, see the same information that is shown downstream at Service Manager. When you model an application or service, it’s the same information, the same CI managed with UCMDB, that keeps the entire organization accountable. You can see the entire workflow through it.

If you have the ability to bridge data, if you have multiple tools taking the best of that information, making it an inherent automated part of service management, means that you can do things like Incident and Change, and Service Asset and Configuration Management (SACM) and roll up the costs of these tickets, and really get to the core of being efficient in service management.

Gardner: John Stagaman, if we have rapid ITSM multiple device ease of interface, but we also now have more of this drive towards the common data shared across these different systems, it seems to me that that leads to even greater paybacks. Perhaps it's in the form of security. Perhaps it's in a policy-driven approach to service management and service delivery.

Any thoughts about ancillary or future benefits you get when you do ITSM well and then you have that quality of data in mind that is extended and kept consistent across these different approaches?

The ability to know what’s connected to your network can identify failure points and chokepoints or risks of failure in that infrastructure.

Stagaman: Part of it comes to the central role of CMDB and the universality of that data. CMDB drives asset management. It can drive ITSM and the ability to start defining models and standards and compare your live infrastructure to those models for compliance along with discovery.

The ability to know what’s connected to your network can identify failure points and chokepoints or risks of failure in that infrastructure. Rather than being reactive, "Oh, this node went down. We have to address this," you can start anticipating potential failures and build redundancy. Your possibility of outage can be significantly reduced, and you can build that CMDB and build the intelligence in, so that you can simulate what would happen if these nodes or these components went down. What's the impact of that?

You can see that when you go to build, do a change, that level of integration with CMDB data lets you see well, if we have a change and we have an outage for these servers, what's the impact on the end user due to the cascading effect of those outages through the related devices and services so that you can really say, well, if we bring this down, we were good, but oh, at the same time we have another change modifying this and with those together coming down we may interrupt service to online banking and we need to schedule those at different times.

The latest update we're seeing is the ability to put really strict controls on the fact that this change will potentially impact this system or service and based on our business rules that say that this service can only be down during these times or may not be down at that time. We can even identify that time period conflict in an automated way and require additional process approvals for that to go forward at that time or require a reschedule.

Gardner: Philipp, any thoughts on this notion of predictive benefits from a good ITSM and good data, and perhaps even this notion of an algorithmic approach to services, delivery, and management?

Federation approach

Koch: It actually nicely fits into one of our reference installations, where that integration that Erik also talked about of having the data and utilize the data in a kind of on-the-fly federation approach. You can no longer wait to have a daily batch job to run. You need to have it at your fingertips. I can take an example from an Active Directory integration where we utilized all the data from active directory to allocate roles and rights and access inside HP Service Manager.

We've made a high-level analysis of how much we actually save by doing this. By doing that integration and utilizing that information, we say that we have an 80 percent reduction of manual labor done inside service manager for user administration.

Instead of having a technician to have to go into service manager to allocate the role, or to allocate rights, to a new employee who needs access to HP Service Manager, you actually get it automatic from Active Directory when the user logs in. The only thing that has to be done is for HR to say where this user sits, and that happens no matter what.

We've drastically reduced the amount of time spent there. There's a tangible angle there, where you can save a lot of time and a lot of money, mainly with regards to human effort.

With big-data analytics, you'll be able to see that that manual change model is used often and it could be easily automated.

The second angle that you touched on is smart analytics, as we can call it as well, in the new solutions that we now have. It's cool to see, and we now need to see where it's going in the future and see how much further we can go with this. We can do smart analytics on utilizing all the data of the solutions. So you're using the buzzword big data.

If we go in and analyze everything that's happening to a change-management area, we now have KPIs that can tell me -- this an old KPI as such -- that 48 percent of your change records have an element of automation inside the change execution. You have the KPI of how much you're automating in change management.

With smart analytics on top of that, you can get feedback in your KPI dashboard that says you have 48 percent. That’s nice, but below that you see if you enhance those two change models as well and automate them, you'll get an additional 10 percent of automation on your KPI.

With big-data analytics, you'll be able to see that manual change model is used often and it could be easily automated. That is the area that is so underutilized in using such analytics to go and focus on the areas that actually really make a difference and to be able to see that on a dashboard for a change manager or somebody who is responsible for the process.

That really sticks into your eye and says “Well, if I spend half an hour here, making this change model better, then I am going to save a lot more time, because I am automating 10 percent more." That is extremely powerful. Now just extrapolating that to the rest of the processes, that’s the future.

Gardner: Well Erik, we've heard both John and Philipp describe intelligent ITSM. Do you have any examples where some of your customers are also exploring this new level of benefit?

Success story

Engstrom: Absolutely. Health Shared Services British Columbia (HSSBC) will be releasing a success story through HP shortly, probably in the next few weeks. In that case, it was a five-week implementation where we dropped in our packages for Asset Management (ITAM), Service Management (ITSM), and Executive Scorecard, which are all HP products.

We even used Business Service Management (BSM), but the thinking behind this was that this is a service-management project. It’s all about uniting different health agencies in British Columbia under one shared service.

The configuration information is there. The asset information is there, right down to purchase orders, maintenance contracts, all of the parties, all of the organizations. The customer was able to identify all of their business services. This was all built in, normalized in CMDB, and then pushed into ITSM.

With this capability, they're able to see across these various organizations that roll-up in the shared service, who the parties are, because people opening tickets don’t work with those folks. They're in different organizations. They don’t have relevant information about what services are impacted. They don't have relevant information about who is the actual cost center or their budget. All that kind of stuff that becomes important in a shared service.

The customer was able to identify all of their business services. This was all built in, normalized in CMDB, and then pushed into ITSM.

This customer, from week six to their go-live day had the ability see, what is allocated in assets, what is allocated in terms of maintenance and support, and this is the selected service that the ticket, incident, or change is being created upon.

They understood the impact for the organization as a result of having what we call a Configuration Management System (CMS), having all of these things working together. So it is possible. It gives you very high-level control, particularly when you put it into something like Executive Scorecard, to see where things are taking longer, how they're taking longer, and what's costing more.

More importantly, in a highly virtual environment, they can see whether they're oversubscribed, whether they have their budgeted amount of ESX servers, or whether they have the right number of assets that are playing a part in service delivery. They can see the cost of every task, because it's tied to a person, a business service, and an organization.

They started with a capability to do SACM, and this is what this case is really about. It plays into everything that we've talked about in this call. It's agile and it is out-of-the-box. They're using features from all of these tools that are out-of-the-box, and they're using a solution to help them implement faster.

They can see what we call “total efficiency of cost.” What am I spending, but really how is it being spent and how efficient is it? They can see across the whole lifecycle of service management. It’s beautiful.

Future trends

Gardner: It’s impressive. What is it about the future trends that we can now see or have a good sense of how the events fold that makes rapid ITSM adoption, this common data, and this intelligent ITSM approach, all so important?

I'm thinking perhaps the addition of mobile tier and extensibility out through new networks. I'm thinking about DevOps and trying to coordinate a rapid-development approach with operations and making that seamless.

We're hearing a lot about containers these days as well. I'm also thinking about hybrid cloud, where there's a mixture of services, a mixture of hosting options, and not just static but dynamic, moving across these boundaries.

So, let's go down the list, as this would be our last question for today. John Stagaman, what is it about some of these future trends that will make ITSM even more impactful, even more important?

Stagaman: One of the big shifts that we're starting to see in self-service is the idea that you want to enable a customer to resolve their own issue in as many cases as possible. What you can see in the newest release of that product is the ability for them to search for a solution and start a chat.

The other thing that we're seeing is the ability to bridge between on-premises system and SaaS solution.

When they ask a question, they can check your entire knowledge base and history to see the propose solutions. If that’s not the case, they can ask for additional information and then initialize a chat with the service desk, if needed.

Very often, if they say they're unable to open this file or their headset is broken, someone can immediately tell them how to procure a replacement headset. It allows that person to complete that activity or resolve their issue in a guided way. It doesn't require them to walk through a level of menus to find what they need. And it makes it much more approachable than finding a headset on the procurement system.

The other thing that we're seeing is the ability to bridge between on-premises system and SaaS solution. We have some customers for whom certain data is required to be onsite  for compliance or policy reasons. They need an on-premise system, but they may have some business units that want to use a SaaS solution.

Then, when they have system supported by central IT, that SaaS system can do an exchange of that case with the primary system and have bidirectional updates. So we're getting the ability to link between the SaaS world and the on-premises world more effectively.

Gardner: Philipp, thoughts from you on future trends that are driving the need for ITSM that will make it even more valuable, make it more important.

Connected intelligence

Koch: Definitely. Just to add on to what John said, it goes into the direction of the connected intelligence, utilizing that big data example that we have just gone through. It all points towards that we want to have a solution that is connected across and brings back intelligence towards the end user, just as much as towards the operator that has that integration.

Another angle, more from the technology side, is that now, with the SaaS offerings that we have today, the new way of going forward as I see it happening -- and the way I think HP has made a good decision with HP Service Anywhere -- is the continuous delivery. You're losing the aspects of having version numbers for software. You no longer need to do big upgrades to move from version 9 to a version 10, because you are doing continuous delivery.

Every time new code is ready to be deployed, it is actually deployed. You do not wait and bundle it up in a yearly cycle to give a huge package that means months of upgrading. You're doing this on the fly. So Service Anywhere or Agile Manager are good examples where HP is applying that. That is the future, because the customer doesn’t want to do upgrade projects anymore. Upgrades are of the past, if we really want to believe that. We hope we can actually go there.

Mobile and bring your own device were buzzwords -- now it's already here. We don’t really need to talk about it anymore, because it already exists.

You touched on mobile. Mobile and bring your own device were buzzwords -- now it's already here. We don’t really need to talk about it anymore, because it already exists. That’s now the standard. You have to do this, otherwise you're not really a player in the market.

To close off with a paradigm statement, future solutions need to be implemented -- and we consultants need to deliver solutions -- that solve end-user problems compared to what we did in the past, where we deployed solutions manage tickets!

We're no longer in the business of helping them and giving them features to more easily manage tickets and save money on quicker resolution. This is of the past. What we need to do today is to make it possible for organizations to empower end users to solve their problems themselves to become a ticket-less IT -- this is ideal world of course -- where we reduce the cost of an IT organization by giving as much as possible back to the end user to enable him to do self service.

Gardner: Last word to you, Erik. Any thoughts about future trends to drive ITSM and why it will be even more important to do it fast and do it well?

Engstrom: Absolutely. And in my worldview it's SACM. It's essentially using vendor strengths, the portfolio, the entire portfolio, such as HP’s Service and Portfolio Management (SPM), where you have all of these combined silos that normally operate completely independently of each other.

There are a couple of truths in IT. Data is expensive to re-create; the concept that you have knowledge, and that you have value in a tool. The next step in the new style of IT is going to require that these tools work together as one suite, one offering, so that your best data is coming from the best source and being used to make the best decisions.

Actionable information

It's about making big data a reality. But in the use of UCMDB and the HP portfolio, data is very small, it's actionable information, because it's a set of tools. This whole portfolio helps customers save money, be more efficient with where they spend, and do more with “yes.”

So the idea that you have all of this data out there, what can it mean? It can mean, for example, that you can look and see that a business service is spending 90 percent more on licensing or ESX servers or hardware, anything that it might need. You have transparency across the board.

Smarter service management means doing more with the information you already have and making informed decision that really help you drive efficiencies. It's doing more with “yes,” and being efficient. To me, that’s SACM. The requirement for a portfolio, it doesn’t matter how small or how large it is, is [that] it must provide the ways for which this data can be shared, so that information becomes intelligence.

Organizations that have these tools will beat the competition. They will wipe them out, because they're so efficient and so informed.

Organizations that have these tools will beat the competition at an SG and A (Selling, General and Administrative) level. They will wipe them out, because they're so efficient and so informed. Waste is reduced. Time is faster. Good decisions are made ahead of time. You have the data and you can act appropriately. That's the future. That's why we support HP software, because of the strength of the portfolio.

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About Dana Gardner
At Interarbor Solutions, we create the analysis and in-depth podcasts on enterprise software and cloud trends that help fuel the social media revolution. As a veteran IT analyst, Dana Gardner moderates discussions and interviews get to the meat of the hottest technology topics. We define and forecast the business productivity effects of enterprise infrastructure, SOA and cloud advances. Our social media vehicles become conversational platforms, powerfully distributed via the BriefingsDirect Network of online media partners like ZDNet and IT-Director.com. As founder and principal analyst at Interarbor Solutions, Dana Gardner created BriefingsDirect to give online readers and listeners in-depth and direct access to the brightest thought leaders on IT. Our twice-monthly BriefingsDirect Analyst Insights Edition podcasts examine the latest IT news with a panel of analysts and guests. Our sponsored discussions provide a unique, deep-dive focus on specific industry problems and the latest solutions. This podcast equivalent of an analyst briefing session -- made available as a podcast/transcript/blog to any interested viewer and search engine seeker -- breaks the mold on closed knowledge. These informational podcasts jump-start conversational evangelism, drive traffic to lead generation campaigns, and produce strong SEO returns. Interarbor Solutions provides fresh and creative thinking on IT, SOA, cloud and social media strategies based on the power of thoughtful content, made freely and easily available to proactive seekers of insights and information. As a result, marketers and branding professionals can communicate inexpensively with self-qualifiying readers/listeners in discreet market segments. BriefingsDirect podcasts hosted by Dana Gardner: Full turnkey planning, moderatiing, producing, hosting, and distribution via blogs and IT media partners of essential IT knowledge and understanding.

Presentation Slides
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The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develop...
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The next XaaS is CICDaaS. Why? Because CICD saves developers a huge amount of time. CD is an especially great option for projects that require multiple and frequent contributions to be integrated. But… securing CICD best practices is an emerging, essential, yet little understood practice for DevOps teams and their Cloud Service Providers. The only way to get CICD to work in a highly secure environment takes collaboration, patience and persistence. Building CICD in the cloud requires rigorous ar...
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When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
Large industrial manufacturing organizations are adopting the agile principles of cloud software companies. The industrial manufacturing development process has not scaled over time. Now that design CAD teams are geographically distributed, centralizing their work is key. With large multi-gigabyte projects, outdated tools have stifled industrial team agility, time-to-market milestones, and impacted P&L stakeholders.
Enterprises are adopting Kubernetes to accelerate the development and the delivery of cloud-native applications. However, sharing a Kubernetes cluster between members of the same team can be challenging. And, sharing clusters across multiple teams is even harder. Kubernetes offers several constructs to help implement segmentation and isolation. However, these primitives can be complex to understand and apply. As a result, it’s becoming common for enterprises to end up with several clusters. Thi...
In his session at 21st Cloud Expo, James Henry, Co-CEO/CTO of Calgary Scientific Inc., introduced you to the challenges, solutions and benefits of training AI systems to solve visual problems with an emphasis on improving AIs with continuous training in the field. He explored applications in several industries and discussed technologies that allow the deployment of advanced visualization solutions to the cloud.
The question before companies today is not whether to become intelligent, it’s a question of how and how fast. The key is to adopt and deploy an intelligent application strategy while simultaneously preparing to scale that intelligence. In her session at 21st Cloud Expo, Sangeeta Chakraborty, Chief Customer Officer at Ayasdi, provided a tactical framework to become a truly intelligent enterprise, including how to identify the right applications for AI, how to build a Center of Excellence to oper...
In his session at 21st Cloud Expo, Carl J. Levine, Senior Technical Evangelist for NS1, will objectively discuss how DNS is used to solve Digital Transformation challenges in large SaaS applications, CDNs, AdTech platforms, and other demanding use cases. Carl J. Levine is the Senior Technical Evangelist for NS1. A veteran of the Internet Infrastructure space, he has over a decade of experience with startups, networking protocols and Internet infrastructure, combined with the unique ability to it...
"Cloud Academy is an enterprise training platform for the cloud, specifically public clouds. We offer guided learning experiences on AWS, Azure, Google Cloud and all the surrounding methodologies and technologies that you need to know and your teams need to know in order to leverage the full benefits of the cloud," explained Alex Brower, VP of Marketing at Cloud Academy, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clar...
Gemini is Yahoo’s native and search advertising platform. To ensure the quality of a complex distributed system that spans multiple products and components and across various desktop websites and mobile app and web experiences – both Yahoo owned and operated and third-party syndication (supply), with complex interaction with more than a billion users and numerous advertisers globally (demand) – it becomes imperative to automate a set of end-to-end tests 24x7 to detect bugs and regression. In th...
Agile has finally jumped the technology shark, expanding outside the software world. Enterprises are now increasingly adopting Agile practices across their organizations in order to successfully navigate the disruptive waters that threaten to drown them. In our quest for establishing change as a core competency in our organizations, this business-centric notion of Agile is an essential component of Agile Digital Transformation. In the years since the publication of the Agile Manifesto, the conn...
High-velocity engineering teams are applying not only continuous delivery processes, but also lessons in experimentation from established leaders like Amazon, Netflix, and Facebook. These companies have made experimentation a foundation for their release processes, allowing them to try out major feature releases and redesigns within smaller groups before making them broadly available. In his session at 21st Cloud Expo, Brian Lucas, Senior Staff Engineer at Optimizely, discussed how by using ne...
Vulnerability management is vital for large companies that need to secure containers across thousands of hosts, but many struggle to understand how exposed they are when they discover a new high security vulnerability. In his session at 21st Cloud Expo, John Morello, CTO of Twistlock, addressed this pressing concern by introducing the concept of the “Vulnerability Risk Tree API,” which brings all the data together in a simple REST endpoint, allowing companies to easily grasp the severity of the ...
While some developers care passionately about how data centers and clouds are architected, for most, it is only the end result that matters. To the majority of companies, technology exists to solve a business problem, and only delivers value when it is solving that problem. 2017 brings the mainstream adoption of containers for production workloads. In his session at 21st Cloud Expo, Ben McCormack, VP of Operations at Evernote, discussed how data centers of the future will be managed, how the p...
"NetApp is known as a data management leader but we do a lot more than just data management on-prem with the data centers of our customers. We're also big in the hybrid cloud," explained Wes Talbert, Principal Architect at NetApp, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Data scientists must access high-performance computing resources across a wide-area network. To achieve cloud-based HPC visualization, researchers must transfer datasets and visualization results efficiently. HPC clusters now compute GPU-accelerated visualization in the cloud cluster. To efficiently display results remotely, a high-performance, low-latency protocol transfers the display from the cluster to a remote desktop. Further, tools to easily mount remote datasets and efficiently transfer...
Enterprises are moving to the cloud faster than most of us in security expected. CIOs are going from 0 to 100 in cloud adoption and leaving security teams in the dust. Once cloud is part of an enterprise stack, it’s unclear who has responsibility for the protection of applications, services, and data. When cloud breaches occur, whether active compromise or a publicly accessible database, the blame must fall on both service providers and users. In his session at 21st Cloud Expo, Ben Johnson, C...
It is of utmost importance for the future success of WebRTC to ensure that interoperability is operational between web browsers and any WebRTC-compliant client. To be guaranteed as operational and effective, interoperability must be tested extensively by establishing WebRTC data and media connections between different web browsers running on different devices and operating systems. In his session at WebRTC Summit at @ThingsExpo, Dr. Alex Gouaillard, CEO and Founder of CoSMo Software, presented ...
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DevOps promotes continuous improvement through a culture of collaboration. But in real terms, how do you: Integrate activities across diverse teams and services? Make objective decisions with system-wide visibility? Use feedback loops to enable learning and improvement? With technology insights and real-world examples, in his general session at @DevOpsSummit, at 21st Cloud Expo, Andi Mann, Chief Technology Advocate at Splunk, explored how leading organizations use data-driven DevOps to close th...
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Is advanced scheduling in Kubernetes achievable?Yes, however, how do you properly accommodate every real-life scenario that a Kubernetes user might encounter? How do you leverage advanced scheduling techniques to shape and describe each scenario in easy-to-use rules and configurations? In his session at @DevOpsSummit at 21st Cloud Expo, Oleg Chunikhin, CTO at Kublr, answered these questions and demonstrated techniques for implementing advanced scheduling. For example, using spot instances and co...
An increasing number of companies are creating products that combine data with analytical capabilities. Running interactive queries on Big Data requires complex architectures to store and query data effectively, typically involving data streams, an choosing efficient file format/database and multiple independent systems that are tied together through custom-engineered pipelines. In his session at @BigDataExpo at @ThingsExpo, Tomer Levi, a senior software engineer at Intel’s Advanced Analytics gr...
Everything run by electricity will eventually be connected to the Internet. Get ahead of the Internet of Things revolution. In his session at @ThingsExpo, Akvelon expert and IoT industry leader Sergey Grebnov provided an educational dive into the world of managing your home, workplace and all the devices they contain with the power of machine-based AI and intelligent Bot services for a completely streamlined experience.
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@ThingsExpo Stories
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"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Conference Guru has been named “Media Sponsor” of the 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. A valuable conference experience generates new contacts, sales leads, potential strategic partners and potential investors; helps gather competitive intelligence and even provides inspiration for new products and services. Conference Guru works with conference organizers to pass great deals to gre...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develop...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
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Large industrial manufacturing organizations are adopting the agile principles of cloud software companies. The industrial manufacturing development process has not scaled over time. Now that design CAD teams are geographically distributed, centralizing their work is key. With large multi-gigabyte projects, outdated tools have stifled industrial team agility, time-to-market milestones, and impacted P&L stakeholders.
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Gemini is Yahoo’s native and search advertising platform. To ensure the quality of a complex distributed system that spans multiple products and components and across various desktop websites and mobile app and web experiences – both Yahoo owned and operated and third-party syndication (supply), with complex interaction with more than a billion users and numerous advertisers globally (demand) – it becomes imperative to automate a set of end-to-end tests 24x7 to detect bugs and regression. In th...
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AgilData

HEDGES
Cloudata

DUFOUR
Webroot

ROBERTS
Platform

JONES
Deep

PFEIFFER
NICTA

NIELSEN
Redis

PAOLALANTORIO
DataArchon

KAHN
Solgenia

LOPEZ
Kurento

KIM
MapR

BROMHEAD
Instaclustr

LEVINE
CytexOne

BONIFAZI
Solgenia

GORBACHEV
Intelligent
Systems

THYKATTIL
Navisite

TRELOAR
Bebaio

SIVARAMA-
KRISHNAN

Red Hat
Cloud Expo New York All-Star Speakers Included

DE SOUZA
Cisco

POTTER
SafeLogic

ROBINSON
CompTIA

WARUSA
-WITHANA

WSO2 Inc

MEINER
Oracle

CHOU
Microsoft

HARRISON
Tufin

BRUNOZZI
VMware

KIM
MapR

KANE
Dyn

SICULAR
Basho

TURNER
Cloudian

KUMAR
Liaison

ADAMIAK
Liaison

KHAN
Solgenia

BONIFAZI
Solgenia

SUSSMAN
Coalfire

ISAACSON
RMS

LYNN
CodeFutures

HEABERLIN
Windstream

RAMA
MURTHY

Virtusa

BOSTOCK
IndependenceIT

DE MENO
CommVault

GRILLI
Adobe

WILLIAMS
Rancher Labs

CRISWELL
Alert Logic

COTY
Alert Logic

JACOBS
SingleHop

MARAVEI
Cisco

JACKSON
Softlayer

SINGH
IBM

HAZARD
Softlayer

GALLO
Softlayer

TAMASKAR
GENBAND

SUBRA
-MANIAN

Emcien

LEVESQUE
Windstream

IVANOV
StorPool

BLOOMBERG
Intellyx

BUDHANI
Soha

HATHAWAY
IBM Watson

TOLL
ProfitBricks

LANDRY
Microsoft

BEARFIELD
Blue Box

HERITAGE
Akana

PILUSO
SIASMSP

HOLT
IBM Cloudant

SHAN
CTS

PICCININNI
EMC

BRON-
GERSMA

Modulus

PAIGE
CenturyLink

SABHIKHI
Cognitive Scale

MILLS
Green House Data

KATZEN
CenturyLink

SLOPER
CenturyLink

SRINIVAS
EMC

TALREJA
Cisco

GORBACHEV
Systems Services Inc.

COLLISON
Apcera

PRABHU
OpenCrowd

LYNN
CodeFutures

SWARTZ
Ericsson

MOSHENKO
CoreOS

BERMINGHAM
SIOS

WILLIS
Stateless Networks

MURPHY
Gridstore

KHABE
Vicom

NIKOLOV
GetClouder

DIETZE
Windstream

DALRYMPLE
EnterpriseDB

MAZZUCCO
TierPoint

RIVERA
WHOA.com

HERITAGE
Akana

SEYMOUR
6fusion

GIANNETTO
Author

CARTER
IBM

ROGERS
Virtustream
Cloud Expo Silicon Valley All-Star Speakers

TESAR
Microsoft

MICKOS
HP

BHARGAVA
Intel

RILEY
Riverbed

DEVINE
IBM

ISAACSON
CodeFutures

LYNN
HP

HINKLE
Citrix

KHAN
Solgenia

SINGH
Bigdata

BEACH
SendGrid

BOSTOCK
IndependenceIT

DE SOUZA
Cisco

PATTATHIL
Harbinger

O'BRIEN
Aria Systems

BONIFAZI
Solgenia

BIANCO
Solgenia

PROCTOR
NuoDB

DUGGAL
EnterpriseWeb

TEGETHOFF
Appcore

BRUNOZZI
VMware

HICKENS
Parasoft

KLEBANOV
Cisco

PETERS
Esri

GOLDBERG
Vormetric

CUMBER-
LAND

Dimension

ROSENDAHL
Quantum

LOOMIS
Cloudant

BRUNO
StackIQ

HANNON
SoftLayer

JACKSON
SoftLayer

HOCH
Virtustream

KAPADIA
Seagate

PAQUIN
OnLive

TSAI
Innodisk

BARRALL
Connected Data

SHIAH
AgilePoint

SEGIL
Verizon

PODURI
Citrix

COWIE
Dyn

RITTEN-
HOUSE

Cisco

FALLOWS
Kaazing

THYKATTIL
TimeWarner

LEIDUCK
SAP

LYNN
HP

WAGSTAFF
BSQUARE

POLLACK
AOL

KAMARAJU
Vormetric

BARRY
Catbird

MENDEN-
HALL

SUPERNAP

SHAN
KEANE

PLESE
Verizon

BARNUM
Voxox

TURNER
Cloudian

CALDERON
Advanced Systems

AGARWAL
SOA Software

LEE
Quantum

OBEROI
Concurrent, Inc.

HATEM
Verizon

GALEY
Autodesk

CAUTHRON
NIMBOXX

BARSOUM
IBM

GORDON
1Plug

LEWIS
Verizon

YEO
OrionVM

NAKAGAWA
Transparent Cloud Computing

SHIBATA
Transparent Cloud Computing

NATH
GE

GOKCEN
GE

STOICA
Databricks

TANKEL
Pivotal Software


Testimonials
This week I had the pleasure of delivering the opening keynote at Cloud Expo New York. It was amazing to be back in the great city of New York with thousands of cloud enthusiasts eager to learn about the next step on their journey to embracing a cloud-first worldl."
@SteveMar_Msft
General Manager of Window Azure
 
How does Cloud Expo do it every year? Another INCREDIBLE show - our heads are spinning - so fun and informative."
@SOASoftwareInc
 
Thank you @ThingsExpo for such a great event. All of the people we met over the past three days makes us confident IoT has a bright future."
Yasser Khan
CEO of @Cnnct2me
 
One of the best conferences we have attended in a while. Great job, Cloud Expo team! Keep it going."

@Peak_Ten


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Business Executives including CEOs, CMOs, & CIOs , Presidents & SVPs, Directors of Business Development , Directors of IT Operations, Product and Purchasing Managers, IT Managers.

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@ThingsExpo Blogs
This is the time of year when everyone makes his or her predictions for 2018. I have my predictions as well, but wanted to do something a bit more fun. So I thought I’d look backwards to the state of technology 50 years ago to gain some insights that we can use to make projections about 2018. That is, what “predictions” made in the 1950’s might tell us about 2018. However, it’s really hard to find predictions about the future made in the 1950’s. There was no Internet or Social Media or Reality TV, so I found the next best proxy…sci-fi movies! I decided to review the most popular sci-fi mo...
Our cities have been connected since the dawn of urbanization in the Indus Valley and on the plains of Mesopotamia nearly ten millennia ago. Cities exist to gather and connect people, bringing us together into communities and joint ventures that need complex networks of communication. But in recent years the connected city has come to mean something more. Today and in the future, the connected city will not just be about people connecting with people, but people with machines, people with people via machines, and perhaps most importantly, machines with machines.
The time of year when crystal balls get a viewing and many pundits put out their annual predictions for the coming year. Copying off since 2012, rather than thinking up my own, I figured I’d regurgitate what many others expect to happen. Top 10 Cyber Security Predictions for 2018 – Infosec Institute kicks off this year’s Top 10, Top 10 list with a look back at their 2017 predictions (AI, IoT, etc.) and dives head first into 2018 noting that Ransomware will be the most dangerous threat to organizations worldwide; cryptocurrency will attract fraudsters looking to mine; cloud security will (ag...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the development process, accelerating application delivery times, and ensuring that developers will become hero...
A strong declaration from a historically antagonist foe should put chills in the hearts of Americans preparing themselves for the world ahead: Russian President Vladimir Putin says the nation that leads in AI will be the ruler of the world [1]” … The ruler of the world! From the article (with some modification to avoid political landmines), we get the following: “The development of artificial intelligence has increasingly become a national security concern in recent years. It is China and the US (not Russia), which are seen as the two frontrunners, with China recently announcing its ambi...
This month, an AI (artificial intelligence) system passed a medical exam in China for the first time. I wonder how its bedside manner will be? In addition, Saudi Arabia granted citizenship to a robot named Sophia. With all these rapid advancements, I think it is time we explore the spiritual life of robots. Up till recently, programmers coded and configured algorithms, AI, automation and machine learning system and took personal responsibility for all the code. Today, however, AI has escaped the confines of human oversight and has been empowered and employed to self-program, self-optimize, ...
Augmented reality (AR) and virtual reality (VR) have been the subject of much discourse in the last several years. They were widely anticipated in the gaming and entertainment industries, but in marketing and corporate settings, the benefits were murky at best. Today, these technologies are becoming more of a reality in all areas of business. For example, the new IKEA® shopping app leverages augmented reality to help shoppers determine how certain popular items will look in their homes – no trip to a crowded megastore necessary. Marriott® deployed virtual reality for customers to see its hot...
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
As we end 2017, I’m tired of writing “lecturing” blogs about what organizations should be doing to master data monetization in order to power their business models and achieve digital transformation. While the objective of every organization should be to master big data and data science (artificial intelligence, machine learning, deep learning) to drive “data monetization,” let’s take a breath and have some fun. My recent ankle surgery afforded me the opportunity to binge watch “Game of Thrones.” As I watched the impending battle between the White Walkers and humanity, I couldn’t help but ...
For better or worse, big data has irrevocably altered the digital landscape. The explosion in variety, velocity, volume and value of information presents an abundance of previously unimaginable opportunity. But it also creates a number of challenges that need to be successfully navigated. This reshaped technical world poses the following question to organizations: do you risk presenting, stale, incorrect or erroneous data to your customers? Because, with 2.5 quintillion bytes of data now being created every day, finding a way to manage and harness such potential is a new experience for everyo...
Net Neutrality rules were originally enacted to ensure that all Americans would have equal access to a free and open Internet. We can argue about what Net Neutrality rules did and did not accomplish in a moment, but now I want to explore the most sensational of all the post–Net Neutrality fears: the death of the Internet. If you’re still reading, you know that the FCC voted to repeal Net Neutrality rules (aka the Open Internet) and replace it with the “Restoring Internet Freedom” order. The outcry from the Open Internet camp has been loud, hyperbolic, hypothetical, and mostly based on the fun...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be looking at some significant engineering investment. On-demand, serverless computing enables deve...
“Why incur the expense of generating and collecting all of this IoT data if you’re not going to monetize it?” Organizations are racing to embrace the Internet of Things (IoT) as the pundits create “visions of sugar-plums dancing in their heads.” McKinsey Global Institute released their study “The Internet of Things: Mapping the Value beyond the Hype” in June 2015 that highlighted the staggering financial value that IoT could create! (See Figure 1.)
Recently I read somewhere this statement – As we end 2017 and look ahead to 2018, topics that are top of mind for data professionals are the growing range of data management mandates, including the EU’s new General Data Protection Regulation that is directed at personal data and privacy, the growing role of artificial intelligence (AI) and machine learning in enterprise applications, the need for better security in light of the onslaught of hacking cases, and the ability to leverage the expanding Internet of Things.
There is a war a-brewin’, but this war will be fought with wits and not brute strength. Ever since Russian President Vladimir Putin’s declaration that “the nation that leads in AI (Artificial Intelligence) will be the ruler of the world,” the press and analysts have created hysteria regarding the ramifications of artificial intelligence on everything from public education to unemployment to healthcare to Skynet. Note: artificial intelligence (AI) endows applications with the ability to automatically learn and adapt from experience via interacting with the surroundings / environment. See the b...
What's disruptive innovation, and why does it matter to leaders in the C-suite? It's how the savvy non-conformist will target market opportunities. How does this happen, when established companies seem to have the advantage? Creative software developers can quickly apply new technologies and digital business models to capture untapped demand.

Moreover, the most disruptive new companies will eventually reshape entire industries, swiftly pushing aside the legacy incumbent players -- it's a form of Digital Darwinism. The global networked economy will blossom, thanks to the pervasive In...
"IBM is really all in on blockchain. We take a look at sort of the history of blockchain ledger technologies. It started out with bitcoin, Ethereum, and IBM evaluated these particular blockchain technologies and found they were anonymous and permissionless and that many companies were looking for permissioned blockchain," stated René Bostic, Technical VP of the IBM Cloud Unit in North America, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
In his session at 21st Cloud Expo, Carl J. Levine, Senior Technical Evangelist for NS1, will objectively discuss how DNS is used to solve Digital Transformation challenges in large SaaS applications, CDNs, AdTech platforms, and other demanding use cases. Carl J. Levine is the Senior Technical Evangelist for NS1. A veteran of the Internet Infrastructure space, he has over a decade of experience with startups, networking protocols and Internet infrastructure, combined with the unique ability to iterate use cases, bring understanding to those seeking to explore complicated technical concepts and ...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises are using some form of XaaS – software, platform, and infras...
So data warehousing may not be cool anymore, you say? It’s yesterday’s technology (or 1990’s technology if you’re as old as me) that served yesterday’s business needs. And while it’s true that recent big data and data science technologies, architectures and methodologies seems to have rendered data warehousing to the back burner, it is entirely false that there is not a critical role for the data warehouse and Business Intelligence in digitally transformed organizations.